1.) IT Service Management using the ITIL Framework is more important than achieving the Business Objectives?

	I disagree with this statement
	I agree with this statement
	I need to check with my Manager

2.) The “end user” according to the way ITIL defines it is the person or group who uses the IT service.

	I disagree with this statement
	I agree with this statement
	ITIL does not define the term end user

3.) ITIL focuses on people, organization and technology?

	I disagree with this statement
	I agree with this statement

4.) Your manager has asked you to investigate better ways to get to understand what the business requirements are for IT. Which of the following processes are you going to use?

	Service Desk
	Incident Management
	Service Level Management
	Availability Management

5.) Once we have our ITIL processes in place there is no need to worry about how we do things. The ITIL processes will take care of everything.

	I agree with this statement
	I disagree with this statement

6.) Of the following what would be the best definition of IT Service Management?

	Maintenance of technical infrastructure to ensure customer expectations are managed and met or exceeded.
	Creation of best practice processes that are repeatable and ensure all staff have a common understanding of terms to be used.
	Proper use of People, Process and Technology to ensure IT Service Delivery matches Business requirements in an efficient and effective manner.

7.) List the Service Support processes and the one Functional area:

	Service Desk, Release, Incident, Availability, Configuration, Change
	Service Desk, Release, Incident, Problem, Continuity, Change
	Service Desk, Release, Incident, Problem, Configuration, Change
	Help Desk, Release, Incident, Problem, Configuration, Change

8.) Which are the Service Delivery processes?

	Availability, Incident, Change, Release, Configuration
	Availability, Capacity, Financial Management for IT Services, IT Service Continuity, Service Level Management
	Financial Management for IT Services, Configuration, Availability, Service Level Management
	IT Service Continuity Management, Service Desk, Change, Service Level Management, IT Service Continuity Management

9.) The “customer” according to the way ITIL defines it is the person or group who pays for the IT service

	I disagree with this statement
	I agree with this statement
	ITIL does not define the term customer

10.) Quality – what are the 4 steps of a CONTINUOUS IMPROVEMENT quality life cycle?

	PLAN, DO, CHECK, ACT
	DO, MANAGE, PLAN, UPDATE
	CHECK, ACT, ACTION, ACTIVITY
	ACTION, STRATEGY, MANAGE, MOTIVATE

11.) The ITIL processes, defined in the Service Support and Service Delivery sets don’t have any overlap or interfaces to each other?

	True
	False

12.) Consider the following

i) Enables the organisation to predict the money required to run the IT service

ii) Reduces the risk of overspending

iii) Ensures that actual spend can be compared with predicted spend

Which is the most appropriate description of these functions?

	Charging
	Budgeting
	Accounting
	Billing

13.) ITIL is actually a collection of material (the L stands for Library). There may be debate over the exact scope of ITIL, but for most purists these areas, comprise ITIL. We tend to consider ITIL as only being Service Delivery and Service Support. These two are at the core of ITIL and what we focus most of our attention on. What are the major parts of the IT Infrastructure Library?

	Security Management
	ICT Infrastructure Management
	Service Support & Service Delivery
	Applications Management & Software Asset Management
	Planning to Implement Service Management
	The Business Perspective

14.) Which of the following is not a process within the Service Support set?

	Incident Management
	Release Management
	Service Desk
	Configuration Management

15.) What is the name of the first level of globally recognized certification for an individual in IT Service Management?

	ITIL Practitioner
	ITIL Managers
	ITIL Foundations
	ITIL Best Practice Expert

16.) ITIL works only with in the following situations.

	Large, multi-national organizations
	Smaller business that have the flexibility to adopt quickly
	New businesses building IT from the ground up
	Like any good methodology ITIL is totally scalable. The practices and principles of the framework apply equally to any of the other answers

17.) When you are going to introduce ITIL into your organization, you should just rush into it without any planning or thought

	Planning is only required for major implementations
	This is a correct statement
	This is an incorrect statement
	The level of planning is not my concern

18.) There are two examination agencies that provide exams in IT Service Management - EXIN and ISEB.

	True
	False

19.) The _____ business function is the most critical thing that a particular process delivers

	crucial
	vital
	main
	critical

20.) Of the following which best suits the following phrase? The _____ is a strategic concept that stipulates the future direction of the company

	outline
	goals
	plan
	vision

21.) What is the name of the Global user community that brings people together to talk about IT Service Management?

	ISACA
	ISO
	itSMF
	Microsoft

22.) The owner of the ITIL framework is the Office of Government Commerce (OGC) in England

	True
	False

23.) Which of the following is not an ITIL process within the Service Delivery set?

	Service Level Management
	IT Service Continuity Management
	Availability Management
	Service Capacity Management

24.) When you put ITIL processes in place you need to change the way that the organization is arranged

	True
	False

25.) Would you agree that the following set of words is a fair description of the elements that define a process? Goal, Inputs, Activities, Outputs, Metrics

	True
	False

26.) On a file server, what is the name of the average amount of time between the recovery point of one incident until the next incident occurs?

	MTBSI
	MTBF
	MTTR
	Response Time

27.) Of the following which is most likely NOT to be an input for the Change Management process?

	Forward Schedule of Changes
	RFC
	CMDB information
	Incident Information

28.) Which of the following is NOT a sub-process of the Capacity Management process?

	Business Capacity Management
	Financial Capacity Management
	Resource Capacity Management
	Service Capacity Management

29.) What should be the first point of contact for end users when trying to get help from the IT support people?

	Service Desk Process
	Incident Management Function
	Service Desk Function
	Problem Management Process

30.) Of the following which can be called Infrastructure?

1. Applications
2. Software
3. Hardware
4. Documentation
5. Agreements

	None of the above
	All of the above
	2 and 3
	1, 2 and 3

31.) You are discussing ITIL with a friend. He tells you that the Configuration Management and Service Level Management processes are the most important for any organization.

	I agree with this statement
	I disagree with this statement

32.) Of the following what are activities of the Service Desk?

1. To act as a single point of contact for Customers and end users.
2. To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities.

	1
	2
	1 and 2

33.) Evaluation and audit is part of the security management process?

	I agree with this statement
	I disagree with this statement

34.) How frequently should CAB and CAB/EC meetings be held?

	Daily
	Weekly
	Monthly
	As required

35.) When you are part of a Service Delivery organization you should only care about making sure your area is working well. It isn’t your problem if another area is failing

	I agree with this statement
	I disagree with this statement

36.) Match these Problem Management activities to their descriptions:

1. Problem control

2. Error Control

3. Proactive prevention of problems

1. the act of identifying and recording errors, along with their assessment, monitoring, resolution and closure

2. the act of identifying and recording problems, along with their classification and initial investigation/diagnosis

3. the act of monitoring trends, targeting preventive action and conducting major problem reviews

	1-a, 2-b, 3-c
	1-b, 2-a, 3-c
	1-c, 2-a, 3-b
	1-a, 2-c, 3-b

37.) The major challenge facing organizations is not aligning IT service delivery with business needs, but making sure we have the best technology in place?

	Yes, technology is still the most important part of IT Service Delivery
	In every organization technology is a crucial aspect of delivery of services
	No. technology concerns while complex are not more important than meeting customer expectations

38.) Of the following which is NOT part of Service Level Management?

	Service Level Requirement
	Service Desk
	Service Catalogue
	Service Improvement Plan

39.) I _____ with the premise that the major challenge in delivering good IT Service is NOT technology; it is the lack of repeatable processes

	agree
	disagree

40.) Which of the following statements is true?

1. IT Service Continuity Management must support the Business continuity plans.
2. Immediate recovery systems are typically the most expensive to implement.
3. No organization can afford to “Do Nothing” when a disaster strikes IT

	1
	2
	1, 2 and 3
	1 and 2

41.) You must use the most skilled people on the Service Desk, so that they can provide very high level support to the end users.

	I agree with this statement
	I disagree with this statement
	I agree with this statement if we are setting up an expert level Service Desk
	I disagree with this statement as these skilled people would become bored very fast

42.) Which would NOT be a task for the Service Desk?

	Managing the change to an application
	Establishing user accounts
	Checking back ups have run successfully
	Granting user access to low security data

43.) A simple form of measuring basic availability is to measure the proportion of time that a unit or component is available for use within the agreed service time

	I agree with this statement
	I disagree with this statement

44.) What is the name of the average amount of time between one incident occurring and the next incident occurring?

	MTBF
	MTBSI
	MTBF + MTTR
	MTTR

45.) The Service Desk is ONLY responsible to act as the first point of contact for end users

	I agree with this statement
	I disagree with this statement

46.) A new application has been released across the organization. The application was not properly tested. When all the staff come in for work after the weekend they are unable to get access to the new application. Which process will FIRST notice the effect of this?

	Service Desk
	Problem Management
	Incident Management
	Release Management

47.) You have to send an e-mail to your colleagues about the definition of Problem Management. Which of the following descriptions would you select?

	Problem Management is about classifying incidents into related problems
	Problem management seeks information from Configuration Management regarding the technical nature of the infrastructure
	Problem Management aims to get to the root cause of Incidents and then initiate actions to improve or correct the situation
	Problem Management is an activity that is only performed periodically and not each day

48.) You have been asked to send some information about the services you provide to a customer in another city. Which document do you need to send them?

	Operational Level Agreement
	Underpinning contract
	Service Catalog
	Service Level Agreement

49.) You are on the evaluation panel looking at purchasing some new Service Management tools. An argument develops that the CMDB cannot be used by the Service Desk and Problem Management process owner.

	I agree, the CMDB is only for tracking information about CI’s
	I disagree; the CMDB can be used for incidents and problem tracking. In fact, it makes sense to do this

50.) The DSL is a term that describes a logical concept that includes physical storage locations and file stores of information.

	I agree with this statement
	I disagree with this statement

51.) You have been asked by the Service Level Manager to discuss the costs of upgrading the Wide Area Network to allow for a new group of employees who are moving into an office in a near by city. Which two processes will you need to consider at first?

	Financial Management for IT Services and Capacity Management
	Service Level Management and Capacity Management
	Incident Management and Change Management
	Change Management and Availability Management

52.) You are listening to a presentation on Capacity Management. The presenter lists the following activities for this process. Do you agree?

1. Modeling
2. Application sizing
3. Maintain the capacity plan
4. Provide reports on capacity

	Yes
	No

53.) Which is not part of the scope of Release Management?

	Test Environment
	Change Environment
	Live or Production environment
	Development environment

54.) Which of the following is not a part of Financial Management for IT Services?

	Charging
	Budgeting
	Accounting
	Procurement

55.) The ITIL Framework defines a series of best practice processes for the efficient and effective management of IT infrastructure. Which of the following statements about the framework are correct?

1. The ITIL Framework describes the people who pay for the services delivered as users and those who utilize the services as customers.
2. There are relationships between each process to every other process.

	1
	2
	1 and 2
	none

56.) You must publish a statement regarding the goal of change management. What is the best description to use?

	The goal of Change Management is to reduce the cost of introducing new systems into the organization
	The goal of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes
	The goal of Change Management is to provide a forum for people to discuss their future requirements with respect to new systems required

57.) You must present the customer with technical reports of system performance so that they can see that they are getting value for money

	Always
	Never
	Only when there is a system crash
	If agreed with the customer as part of negotiation

58.) Your colleague can’t remember the ITIL name for the concept of providing something to get an end- user up and running as quickly as possible. What is the proper name?

	Incident
	Workaround
	Root Cause
	Service Request

59.) The terms “big bang” and “phased” implementations are usually used by which Process?

	Service Desk
	Incident Management
	Finance Management
	Release Management

60.) There are two processes that are most closely aligned with introducing a Change into the organization. What are these two processes?

	Financial Management for IT Services and Availability Management
	Capacity Management and Incident Management
	Change Management and Release Management
	Release Management and Problem Management

61.) You are in charge of putting an agreement in place between your organization and a supplier of support services from outside your company. What is the name of the document that you must create?

	Operational Level Agreement (OLA)
	Underpinning contract (UC)
	Service Catalog (SC)
	Service Level Agreement (SLA)

62.) Consider the following two statements.

1. Serviceability aspects of supporting IT infrastructure are defined in an Operational level agreement 2. An Operational level agreement should come under the control of the Change Management
Of these statements which of the following applies?

	1
	2
	1 and 2
	none

63.) Configuration management has a number of goals. From the following list, which are goals for Configuration Management?

1. Account for all the IT assets and configurations within the organization and its services
2. Provide accurate information on configurations and their documentation to support all the other Service Management processes
3. Provide a sound basis for Incident Management, Problem Management, Change Management and Release Management
4. Verify the configuration records against the infrastructure and correct any exceptions

	None of the above
	All of the above
	1 and 2
	1 and 3

64.) From the following list select four (4) items that you feel would be good Key Performance Indicators for the process of Release Management.

	Releases built and implemented on schedule
	Number of threshold alarms exceeded
	Very low number of Releases having to be backed out
	Low number of failures during a build
	No evidence of use of unauthorized software at any site
	Number of change related incidents

65.) Monitoring is part of the Capacity Management process. It ensures that the utilization of each resource and service is recorded. Which of the following measures is NOT something that we would measure in this activity?

	CPU utilization
	% CPU per transaction type
	number of logons and concurrent Users
	user satisfaction levels

66.) Which of the following is true?

1. Financial Management provides costing information to SLM, for use in the Service Catalog
2. All costs must be charged to the end customer

	1
	2
	1 and 2
	none

67.) Which two processes along with Service Level Management are used to instigate a Service Improvement Program (SIP)?

	Problem and Capacity
	Continuity and Availability
	Availability and Problem
	Incident and Financial

68.) As the Problem Management process owner you keep in very close contact with the Service Desk/Incident Management process owner. You learn that the overall number of incidents has decreased over the last 6 months. You want to send out a memo to all staff that explains how your activities have led to this reduction. Will your manager give you permission to send this memo?

	Yes, due to the Problem Management process Incidents will decrease
	No, the lower number of incidents is due to better Incident management
	Perhaps - it depends on many factors. As an example, perhaps we have been losing staff over the last 6 months and they haven’t been replaced.

69.) You are responsible for making sure that there are sufficient application resources to a group of staff that has been given a special project to complete. Which process are you involved with?

	Service Level Management
	Capacity Management
	Availability Management
	Problem Management

70.) Of the following which are structures that should be considered when planning the Service Desk?

1. Local Service Desk
2. Central Service Desk
3. Virtual Service Desk

	1, 2 and 3
	1 and 2
	1 and 3
	2 and 3

71.) The primary characteristic of a Service Desk is that it:

	Maintains ownership of an end-user issue through to completion
	To always pass requests to other people for action
	Manages user complaints regarding service levels
	To be responsible for the IT budgeting activity

72.) The new employee asks you what the method of depreciating assets in the company is. You know that an equal amount is written off the value of the asset each accounting period. What is this called?

	Straight line method
	Reducing balance method
	By usage method
	Incremental method

73.) From the following list which is the responsibility of the Change Management process

	Identifying Components affected by Change and releasing new components into the environment
	Coordinating the activities associated with major system changes and monitoring the progress of a change over time
	Releasing new components into the environment and managing the Change Advisory Board (CAB) meetings

74.) What is the name of the charging mechanism where no money is exchanged between the IT Department and the customer?

	Notional charging
	Charge back
	Cost plus pricing
	Market rate

75.) Do you agree with the following statement?
The Configuration Management process owner gives permission for changes to be made to CI’s

	No – I disagree; the Change Manager is the person who gives permission for changes to go ahead. The Configuration Management process owner provides information to the Change Manager regarding the impact that a proposed change will have on the IT infrastructure
	Yes – I agree. The Configuration Manager controls the information regarding CI’s. It is therefore appropriate that this person grants permission for changes to proceed.

76.) What is it that determines how we will charge the customers of the IT Services?

	The company accountant
	The IT Manager
	The charging policy
	The senior business managers

77.) Of the following characteristics which are important for the Service Desk staff?

1. Good interpersonal skills
2. Telephone techniques
3. Writing techniques (letter, email, voice)
4. Active listening and questioning
5. Stress and complaint management.

	None
	All
	1, 2, 3 and 5
	1, 3, 4 and 5

78.) The Service Desk Manager is explaining to you that part of his job is to provide reports and metrics regarding service response and resolution time to the Service Level Management process owner.
Do you agree with him or not?

	I agree with this statement
	I disagree with this statement

79.) You have been asked to present at a meeting the purpose of the Definitive Software Library.
You quickly think back to your training. Of the following what is the best description of the DSL?

	A storage place for documentation in the physically secure file server room
	A CD robotic system that enables high speed access to source data of applications
	The term used for the library in which the authorized versions of all software Configuration Items (CIs) are stored and protected
	Part of the software disposal process where master copies of software are placed for 12 months before they are destroyed

80.) Of the following which provides proper definitions of release types?

	Delta Release is one part of one component, Full Release is All CI’s of one component, Package Release is all components
	Delta Release is all components, Full Release is all CI’s of one component, Package Release is One part of one component
	Omega Release is All components, Full Release is all CI’s of one component, Wrapped Release is one part of one component
	Package Release is all components, Full Release is all CI’s of one component, Urgent Release is one part of one component

81.) An incident is closed once the workaround has been given to the end user?

	I agree with this statement
	I disagree with this statement

82.) You have three IT components under your control. The maximum availability for these components is 99%, 85% and 97%. There is one other component that affects availability, but it is not controlled by you – the availability of the other component is 90%. Of the following statements which is correct?

	Availability cannot be measured as some items are not under our control
	Availability is calculated by adding all the percentages up and dividing by the number of components
	The availability calculation is performed as part of the Service Desk process
	Availability is calculated as the product of the individual availability on all components irrespective of who is in control of the components

83.) Of the following which is not an area of interest for the Configuration Management process?

	Identifying IT Components
	Recording IT Components
	Checking IT Component Availability

84.) Of the following which is best NOT to include in the Service Catalog?

	The names of the people involved
	Service Description
	Prices
	Functional description

85.) The percentage of Service Requests closed without requiring further action is an effectiveness measure of:

	Availability Management
	Problem Management
	Service Desk
	Incident Management

86.) Status accounting is an important part of which process?

	Financial Management for IT Services
	Change Management
	Incident Management
	Configuration Management

87.) You have an unlimited budget to build the ITSCM process within your organization. What should you do?

	Purchase the latest technology
	Don’t spend all the money so you’re manager gives you praise
	Study the Business Continuity requirements
	Set up a intermediate recovery site

88.) The risk manager of the company sends you an e-mail asking you to explain the goal of Capacity Management. Which is the best reply to send?

	To ensure that all the current and future capacity and performance aspects of the business requirements are met cost effectively
	To fill in the CDB
	To provide accurate reporting on the usage of CPU cycle time on critical resources
	To measure the impact the lack of performance of IT will have on users in the short term

89.) What is the name of the database where we would store information about Configuration Items?

	The Asset tracking database
	Configuration Management Database
	Capacity Management Database
	Availability Management Database

90.) Consider the following information:

1.) Type identifier 2.) Unique identifier 3.) Version number 4.) Copy number

Which of these should be recorded about every CI in the CMDB?

	1 and 2
	1 and 3
	2 and 3
	All

91.) Of the following which is NOT an ITIL defined SLA structure

	Service based SLA’s
	Customer based SLA’s
	Component based SLA’s
	Multi-level SLA’s

92.) You are asked to make changes to the CMDB so that information of IT users, IT staff and different business departments can be stored. Would you question this request or is it a reasonable thing to ask?

	Yes, such information can be stored in the CMDB
	No, we don’t hold information about people in the CMDB
	The decision depends on the suitability of the database selected

93.) ITSCM should be planned in isolation from the business requirements

	I agree with this statement
	I disagree with this statement

94.) Of the following which is NOT an activity of Availability Management?

	To optimize the level of availability of infrastructure
	Create and maintain an Availability plan
	Identify unrecorded Configuration Items
	Over time work to reduce the number of availability related incidents

95.) You are asked to make changes to the CMDB so that information regarding services can be stored and linked to IT components. You are also asked to make sure that you can record information about critical documents (such as SLA’s, Service Catalogue). Would you question this request or is it a reasonable thing to ask?

	No, we don’t hold information about documentation and services in the CMDB
	Yes, such information should be stored in the CMDB
	The decision will be made by a programmer who will determine if the database is capable of holding such information

96.) Of the following names which is not an appropriate name for the Service Desk?

1. Call Centre
2. Help Desk
3. Customer Hot Line

	None – you can only use Service Desk
	Call Centre can only be used in low skill, high volume situations
	Help Desk can be used when the people answering the phone are called Help Desk operators
	All the names are fine. It doesn’t matter what it’s called, it’s the activities & procedures that are important

97.) Your manager asks you to explain the purpose of Financial Management for IT Services. Of the following which is the best answer?

	Financial Management is simply knowing how much we are going to spend next financial year
	Financial Management is the good management of the IT monetary resources of the organization
	Financial Management includes charging the customer for everything service we provide
	Financial Management is all about keeping the organization accountants happy

98.) One of your main suppliers approaches you to discuss an arrangement of sharing facilities to be used in times of disaster. What type of arrangement will you be discussing?

	Immediate arrangement
	Intermediate arrangement
	Reciprocal arrangement
	Manual work around

99.) Who is the best person to approach to find out information on the rate of change of Configuration Items (CIs)?

	Capacity Management process owner
	Change Management process owner
	Configuration Management process owner

100.) The availability of an IT service is calculated by looking at the one component that has the lowest overall ability.

	I agree with this statement
	I disagree with this statement

101.) The primary difference between the ITIL process of Configuration Management and Asset Management is:

	Configuration Management tracks the effect that Configuration Items (CI’s) have with the Business – their relationships
	Asset Management is a spreadsheet of hardware items held by the company
	You must have asset management in place before you can start the Configuration Management process

102.) By using the ITIL Framework we can expect to see a variety of benefits to the organization, as the IT department introduces the best practice processes. Which of the following is the most likely benefit the organization will see?

	Higher flexibility and adaptability is likely to exist within the services
	A better IT procurement process leading to direct cost savings
	Changes to the functional arrangement of the IT organization

103.) Data is stored about items held in the DSL and the DHS. Where is this information stored?

	CDB
	FSC
	SIP
	CMDB

104.) You notice increasing complaints from most sections of the business regarding response time to simple transactional activities. The Capacity Manager has explained that the current resources are over-utilized during the weekdays at 09:30 to 11:30 and 14:30 to 16:00.

You have been asked to review ways to encourage business unit managers to defer non-essential, high intensity processing activities until after normal business hours.

Of the following which is the most likely way to help achieve this outcome?

	Establish a committee to review current practices
	Increase the number of staff working after hours
	Introduce a Differential Charging Policy
	Add Penalty clauses to SLA’s

105.) You work on the Service Desk. You have noticed that every Monday morning you receive a lot calls regarding the unavailability of an application. Which process will benefit the MOST from learning about your findings?

	Availability Management
	Change Management
	Problem Management
	Incident Management

106.) ITIL is

	Just a set of books – a library
	Clear processes that guarantee success
	The way that an IT department should be organized
	A guaranteed money saver with higher customer satisfaction levels

107.) Which of the following need NOT be recorded as part of a Change Record?

	Scheduled implementation date
	Back-out Plan
	Any CAB recommendations
	The names of the CAB members

108.) Of the following, which is not an activity or sub-process of the Capacity Management process?

	Business Capacity Management
	Financial Capacity Management
	Resource Capacity Management
	Service Capacity Management

109.) As the Change Manager you are responsible for reviewing proposed changes that are presented to you. You are not sure if you should record the number of changes that you reject.

You are told that by recording the number of rejected changes you can provide better metrics on this process area.

Do you agree with this statement?

	I agree with this statement
	I disagree with this statement

110.) The procurement department of an electronics manufacturing company has recently signed a contract with a new supplier of Personal computers. The first new machines arrive and all applications used in the company must be tested on the new machines. The manufacturing company has a well structured production and test environment.

Which process authorizes the rollout of the new machines to the users?

	Release Management
	Service Level Management
	Change Management
	Configuration Management

111.) Once Release Management has completely tested a minor change to be integrated into the live environment, then the rollout can begin. Do you agree with this statement?

	Yes, release management is in the best position to authorize the roll-out to start
	No, the change manger has to give the authority as there may be other factors that require the release to be halted
	If the Release Policy states that the release manager can authorize minor change rollouts, then the work can begin without going to the Change Manager

112.) Which of the following statement is incorrect

	Problem Management may be involved when a major change occurs
	The Service desk monitors problems throughout there lifecycles
	Problem Management is responsible for managing the resolution of problems
	Problem Management is responsible for error control

113.) The successful diagnosis of a problem results in a known error. On the basis of this known error a request for change may be raised. The known error record may be closed when:

	A review of the change has led to a satisfactory result
	The proposal for the change is lodged with Change management
	The request for a change is authorized by the Change Advisory Board
	Incident related to the known error don’t occur any more

114.) A known error occurs when:

	An error has occurred several times and has been passed to Problem Management
	An error has occurs that has not been diagnosed and for which a circumvention does not yet exists
	A problem has been diagnosed and a resolution or workaround exists
	The resolution of a problem has been implemented

115.) There is a network incident that affects 200 users. At the same time the Managing Director's printer has broken and he wants to print a report now. Which of the following statements can be deduced from this information ?

	There is an insufficient information to determine which incident has the higher priority
	The MD's printer must be fixed because of the higher business impact
	Both incidents have an equally high priority
	The network incident has a higher priority than the MD's printer because it affects a lot more people

116.) Consider the following situations:

1. An incident impact exceeds the downtime stipulated within the SLA.

2. The business impact of a incident changes due to unforeseen circumstances

3. The number of users impacted is greater than first thought.

4. A senior manager in the customer's organization complains about the lack of progress being made on a particular incident

Which of the above could be valid reasons for the Service Desk to invoke escalation procedures ?

	All
	2, 3 and 4
	None
	1, 3 and 4

117.) Which of the following is NOT part of the role of the Service Desk?

	Providing support to the user community
	Resolving the root causes of incidents
	Acting as day to day interface between IT services and users
	Monitoring the progress of incidents

118.) A new service is to go live tomorrow. Which of the following should be available at the Service Desk?

1. The Service Level manager to take the heat out of any angry confrontations very quickly

2. Scripts

3. The appropriate change schedule.

4. Network specialists

	1 and 4
	2 and 3
	1,2 and 3
	All

119.) A Service Desk is suddenly inundated with phone calls from customers who cannot work any more. After questioning callers it soon becomes clear that an important system on a central UNIX server has failed. For which of the following actions is the Service Desk NOT responsible?

	The categorization of incoming calls
	Identifying the cause of failure
	The prioritization on incoming calls
	The escalation of the incidents

120.) Following the release of a software upgrade to fix a known error, which area is responsible for ensuring that the CMDB is updated correctly?

	Change Management
	Problem Management
	Configuration Management
	Release Management

121.) A configuration management database (CMDB) can contain different configuration items (CIs). Which of the items below would NOT normally be regarded as a CI?

	A user name
	A video monitor
	A brought in software package
	A procedure

122.) A delivery of PCs is received in the goods inwards department. The status of the PC's has to be changed from "ordered" to "in stock". Which process is responsible for recording this change of status?

	Financial Management for IT Services
	Problem Management
	Configuration Management
	Change Management

123.) Change Management ensures that scheduling decisions are based on:

1. Urgency

2. Impact

3. Resource

	1 and 2
	2 and 3
	1 and 3
	All

124.) When can the building, testing and implementation of a change begin?

	If it is urgent, as soon as the Request for change has been classified.
	As soon as there is a back-out plan for the change
	As soon as the impact analysis has been discussed by the members of the Change Advisory Board
	As soon as the Request for Change has been formally authorized

125.) In which cases must change review take place after implementation of a change?

	If another incident of the same type occurs again
	Always
	At the request of the person who submitted the change request
	Randomly

126.) Which of the following activities is NOT the part of the release process?

	Moving software from the DSL to the development environment
	Moving software from the DSL to the live environment
	Moving software from the development to the test environment
	Moving software from the live environment to the DSL

127.) The words Delta, Full and Package describes different types of release. Which one of the following statements is true?

	A package release always contains hardware and software
	Urgent changes are always Delta releases
	A Delta Release is only ever part of a package release.
	A Full release releases the normal release unit into the live environment

128.) ITIL has gained worldwide acceptance courtesy of three critical factors - select the correct three:

	itSMF, CCTA, IRM Accelerator
	Public Domain Framework, Best Practices Framework, Widely Available Education
	Public Practices Framework, Best Domain Framework, Widely available education

129.) Release Management staff do NOT carry out:

	The planning of changes of software and hardware
	The distribution of software’s to remote location applications
	The testing of softwares to eradicate errors
	The release and implementation of software’s into the live environments

130.) Which of the following is NOT a Problem Management Responsibility?

	Ownership of an Incident throughout its lifecycle
	Investigation and Diagnosis
	Raising Requests for Change
	Maintenance of a Known Error DataBase (KEDB)

131.) A company has received messages concerning errors in the daily batch run which handles the ordering of raw materials for the manufacturing process. This is probably due to an incorrect change in the software. The changes involved extending the "stock number" field by two positions. This change was also introduced in a monthly program that has not yet been run. The situation needs to be corrected very quickly to avoid affecting manufacturing.

What is the best possible solution to be adopted by Problem Management when handling the error?

	The errors are reported and, because the underlying cause is known, handled by Change management as a request for the Change with the status of "urgent change”
	The errors are reported as Problem at the Service Desk and , because manufacturing is involved, are directly introduced as Changes
	The errors are reported as Incidents to the Service Desk and after some research they are identified as Known Errors, which can then be changed
	The errors are reported as Incidents and a Problem is identified. After the cause of the error has been established and a temporary Workaround found, it is labeled as a Known Error that can be corrected by raising a Request for Change

132.) Which of these is NOT a technique used in Capacity Management?

	Application Sizing
	Demand Management
	Root Cause Analysis
	Load Balancing

133.) Which of the following is a responsibility of the Service Desk?

	Keeping customers informed of progress on Incidents
	Investigating the causes of incidents
	Handling changes to correct incidents
	Calculating the cost of dealing with incidents

134.) Following the deployment of a new software package, which process is responsible for ensuring that the CMDB is updated?

	Change Management
	Configuration Management
	Release Management
	Service Level Management

135.) Consider the list below:

1. Application Sizing a) Capacity Management

2. Budgeting b) Availability Management

3. Security c) IT Service Continuity

4. Business Impact Analysis d) IT Financial Management

Which of the following pairings are correct?

	1b,2c,3d,4a
	1a,2d,3b,4c
	1c,2d,3c,4a
	1b,2c,3a,4d

136.) A ‘baseline’ is used in which process?

	Change Management
	Problem Management
	Configuration Management
	Service Desk

137.) Kepner and Tregoe analysis is a technique used for?

	Capacity Management
	IT Financial Management
	Service Level Management
	Problem Management

138.) Which of the following metrics is LEAST likely to be a valid measure of the efficiency and/or effectiveness of a Change Management process?

	The total number of changes arising in a month
	The percentage of changes implemented within agreed target times
	The percentage of changes that have to be backed-out
	The average cost of processing a change

139.) Consider the following statements about an effective Availability Management process:

1.) Maintainability can help prevent failures occurring, thus potentially saving money and improving service levels.

2) The Security aspect of Availability Management consists of three parts: Confidentiality, Integrity and Automation

Which of these statements are correct?

	Both
	1
	Neither
	2

140.) Consider the following statements:

1. Charging is mandatory for all organisations.

2. Budgeting is the process of calculating how much money has been spent in the previous year, and determining where exactly it has been allocated.

Which of the above statements is/are true?

	Both
	1
	Neither
	2

141.) Which of the following sequences is most likely to occur?

	Incident – Problem – Known Error – Change
	Problem – Incident – Known Error – Change
	Change – Problem – Known Error – Incident
	Change – Incident – Problem – Known Error

142.) Capacity Management is a balancing act between:

	Cost versus Demand, and Capacity versus Supply
	Capacity versus Availability, and Supply versus Sales
	Cost versus Capacity, and Demand versus Supply
	Capacity versus Contingency and Planning versus Resource

143.) Consider the following

i The members of the CAB are always members of the CAB/EC

ii The Change Manager is the only permanent member of the CAB/EC

iii The CAB sees and approves all RFCs

Which is correct?

	iii
	ii and iii
	i and iii
	ii

144.) According to ITIL:

	Problem Management is under the control of Incident Management
	Change Management is under the control of Configuration Management
	Release Management is under the control of Change Management
	Service Level Management is under the control of IT Service Continuity

145.) The main objective of the Availability Management process is to:

	Deliver 100% availability to the business
	Negotiate the availability requirements of the business with the clients
	Ensure that the systems have the correct Capacity to supply the required availability
	Deliver a cost effective and sustained level of availability that enables the business to satisfy its business objectives

146.) Which of the following are assessed in a Risk Assessment Model in order to find out the countermeasures needed?

	Capability, Contingency and Impact
	Assets, Services and systems
	Confidentiality, Integrity and Availability
	Assets, Threats and Vulnerabilities

147.) The DSL and DHS are controlled by which process?

	Release Management
	Change Management
	Service Level Management
	Configuration Management

148.) In Incident Management, Priority is usually a combination of:

	Impact & Availability
	Urgency & time recorded
	Urgency & Impact
	Workload & Resources

149.) Indirect Costs are made up of:

	Hardware & Software
	Marketing & Sales
	Direct Costs + Cost Elements
	Absorbed & Unabsorbed Overheads

150.) Which of the following is not a Configuration Item when talking about a PC?

	Base Unit
	Software Package
	Serial Number
	Monitor

151.) Which of the following is NOT a Service Support Process?

	Service Desk
	Problem Management
	Incident Management
	Change Management

152.) Consider the following lists

1) CMDB a) Change Management

2) CFIA b) Service Level Management

3) MTTR c) Configuration Management

4) CAB d) Availability Management

Which of the following pairings are correct?

	1b, 2d, 3c, 4a
	1a, 2d, 3b, 4c
	1c, 2d, 3d, 4a
	1b, 2c, 3a, 4d

153.) Which of the following is NOT an option for a type of Service Desk?

	Local
	Global
	Central
	Virtual

154.) An Operational Level Agreement is:

	An agreement between the IT Department and its customers
	A Contract between an IT Department and its Suppliers
	An agreement between the Customer and the Supplier
	An agreement between internal IT Departments

155.) An Immediate (Hot) Recovery occurs in:

	24 to 72 Hours
	Up to 24 Hours
	72 Hours Plus
	1 Week

156.) The Service Desk has taken a request for the installation of Windows XP in the Finance department. Which two ITIL Processes would control and implement this request?

	Change and Release
	Service Desk and Configuration Management
	Service Desk and Release Management
	Incident and Change Management

157.) Which of the following is the responsibility of the Problem Manager?

	Making sure that the initial Incident is logged
	Allocating the priority to the RFC raised to resolve a problem
	Developing and maintaining an Error Control system
	Negotiating Problem Management Targets with the Customer

158.) Planning, Identification, Control, Status Accounting, Verification and Audit are activities associated with which ITIL Process?

	Service Desk
	Configuration Management
	Financial Management
	Problem Management

159.) A client would like to find out what the Service Hours are for the Finance System Service. Which Document are they MOST likely to find this information in?

	Capacity Plan
	IT Service Continuity Plan
	Service Level Agreement
	CAB Minutes

160.) An incident is:

	The unknown underlying cause
	An event which causes an interruption to a Service
	When the underlying cause is known
	A Request For Change

161.) From a well-informed User’s perspective, which of the following is a likely sequence in the management of a service failure?

	Incident Management, Change Management, Release Management, Problem Management
	Incident Management, Problem Management , Release Management, Change Management
	Incident Management, Problem Management, Change Management, Release Management
	Change Management, Incident Management, Release Management, Problem Management

162.) Which best describes a DELTA Release?

	Only those CIs that have actually changed since the last release
	All components of the software are released together
	A group of individual releases combined together
	The fourth release in a series of releases

163.) Which is NOT a benefit that can be gained from implementing Capacity Management?

	Optimisation of equipment and elimination of unnecessary spare capacity
	Frequency and duration of IT failures is reduced
	Deferred Expenditure and elimination of expensive Panic buying
	More confident and improved forecasting of Capacity needs for an organisation

164.) Which part of the Change process can be left out in an Emergency Change?

	Authorisation
	Testing
	Build
	Change Review

165.) Consider the following statements

i) The IT Service Continuity Plan includes the Business Continuity Plan.

ii) The IT Service Continuity Plan ensures the survival of a Business by reducing the impact of a disaster.

iii)The IT Service Continuity Plan should be tested on completion, after major changes, and at least annually.

Which is true ?

	All
	None
	i and ii
	ii and iii

166.) Salesmen are able to use their laptops from hotels to obtain information on travel routes and traveling times. On several occasions they have found that when a certain modem had been installed, communication was unsatisfactory. A temporary solution to this was found. Which processes other than Incident Management are involved in determining a long term structural solution?

	Change, Configuration, Problem and Release Management
	Configuration, Problem and Change Management
	Change and Release Management
	Change, Configuration and Release Management

167.) Which of the following is a list of typical cost elements?

	Capacity, Availability, Equipment, Staff, Contingency, Overheads
	Hardware, Software, People, Accommodation, External Services, Transfer
	Hardware, Software, Staff, Systems, Vehicles, Networks

168.) Which ITIL process is considered to have Reactive and Proactive parts?

	Service Level Management
	IT Service Continuity
	Problem Management
	Configuration Management

169.) The Service Desk has received the following calls; a user in the finance department has got a blank screen; a Manager cannot access a finance package, another user cannot retrieve his e-mail; the Finance Director cannot print out his current finance report. Who would look for links between these calls?

	Incident Manager
	Change Manager
	Problem Manager
	Configuration Manager

170.) With regard to the relationship between the Incident Management process and the Problem Management process, validate the following statement. "A Problem CAN exist without a corresponding Incident"

	True
	False

171.) Which of the following is not likely to be an input for the Change Management process?

	RFCs
	CMDB Information
	Incident Information
	Forward Schedule of Changes (FSC)

172.) Mean Time Between Failures (MTBF) refers to the mean elapsed time between the occurrence of an Incident to the restoration of the Service:

	True
	False

173.) ITIL define 3 different types of Release. These include:

	Complete, Medium, Small
	Package, Medium, Full
	Medium, Package, Complete
	Delta, Full, Package

174.) Which of the following are examples of an "IT Service"?

	Email
	Oracle Database
	Billing System
	Local Area Network

175.) Your colleague is a Service Desk Manager in a fairly large organisation. He has asked you to assist him in documenting the goal of the Incident Management Process. Choose the best statement

	The primary goal of the Incident Management process is to restore normal service as quickly as possible following loss of service
	The primary goal of the Incident Management process is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure
	The primary goal of the Incident Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Incidents

176.) Which of the following statements is incorrect?

	Problem Management may be involved when a major incident occurs
	The Service Desk monitors problems throughout their lifecycle
	Problem Management is responsible for managing the resolution of problems
	Problem Management is responsible for Error Control

177.) The successful diagnosis of a Problem results in a Known Error. On the basis of this Known Error, a Request for Change (RFC) may be raised. The Known Error may be closed when:

	A review of the Change has led to a satisfactory result
	The proposal for the Change is lodged with Change Management
	The RFC is authorised by the CAB
	Incidents related to the Known Error do not occur anymore

178.) A known Error occurs when:

	An error has occurred several times and has been passed to Service Management
	An error occurs that has not been diagnosed and for which a work-around does not exists
	A Problem has been diagnosed and a resolution or work-around exists
	The resolution of the Problem has been implemented

179.) What is the MAIN difference between a CMDB and a typical asset register?

	A CMDB is a computerized system – most asset registers are not
	There is no difference
	More than just hardware is recorded in the CMDB
	A CMDB is a DataBase that links it’s contents together

180.) Under an ITIL Change Management process, once a Change has been built, who should undertake the testing?

	Change Builder (Release Management)
	Change Manager
	CAB
	An Independent Tester

181.) Which of the following statements are true?

The CAB should ensure that the proposed changes are assessed for:

1. The likely impact on IT Service Continuity plans

2. The effect of not implementing the Change

3. The resources required to implement the Change

4. The likely impact on capacity and performance

	1,2 and 3
	All
	2,3 and 4
	1,2 and 4

182.) Customers find that during acceptance tests, response times do not always meet the levels specified in the Service Level Requirement. Nevertheless they decide to introduce the new application.

Which process is responsible for seeking the underlying cause of this shortcoming AFTER the “Go Live”?

	Availability Management
	Application Development
	Problem Management
	Service Level Management

183.) Which is the correct sequence of events for describing an incident lifecycle after the incident has occurred?

	Detection, Repair, Recovery, Restoration, Diagnosis
	Detection, Recovery, Repair, Restoration, Diagnosis
	Detection, Diagnosis, Recovery, Repair, Restoration
	Detection, Diagnosis, Repair, Recovery, Restoration

184.) Which of the following describes the normal sequence of events for fault resolution?

	Problem-Incident-Change-Known Error
	Incident-Problem-Change-Known Error
	Incident-Problem-Known Error-Change
	Problem-Incident-Known Error-Change

185.) Which of the following will NOT be provided by an ITIL-based Service Desk?

	Reduced requirement of IT knowledge throughout the user community
	Effective correction of the root cause of incidents
	Early warning of the potential business IT operational failures
	Keeping users informed

186.) Which incidents should be logged by the Service Desk?

	Only incidents not resolved at logging
	Only incidents from bona-fide customers
	All incidents except simple queries
	All incidents

187.) The Service Desk has a number of core activities. Which of the lists below most closely represents these activities?

	Incident Management, direct user support, problem identification, delivery of management information
	Incident Management, informing users, direct user support, delivery of management information
	Incident Registration, to give support and to classify, to research and diagnose, to escalate incidents, to solve and to repair
	Incident Registration, to give support and to classify, to research and diagnose, to solve and to repair

188.) In which of the following circumstances is requesting an urgent change justified?

	Only one small component requires changing and it is unlikely to affect any other components
	The CAB meeting has been cancelled because most of the members are unavailable at the time previously agreed
	The supplier has advised that previous versions will not be supported very much longer
	The Change is needed to correct an error on a business critical system

189.) Within an ITIL-compliant Change Management process, who decides on the categorisation of a proposed change?

	Change Manager
	Change Advisory Board
	Change Requestor
	Change Implementor

190.) Consider the following statements:

1.) Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of Changes 2.) Change Management controls all aspects of the Change process

Which of these statements is true?

	1
	none
	2
	both

191.) Consider the following periodic metrics:

1.) Number of Changes implemented during the period, in total and CI 2.) Number of Changes backed out, by reason 3.) Number of Known Errors cleared 4.) Number of Change Management staff training records complete and up to date

Which of these are valid performance indicators for the Change Management?

	1,2 and 3
	2,3 and 4
	1,2 and 4
	All

192.) Which of the following is NOT a responsibility of the Release Management process?

	Distributing software
	The physical aspects of software control
	Helping to determine the software release policy
	Ensuring that the CMDB entries concerning software CIs are verified

193.) Which is the correct combination of the concepts of Service Management?

1.) Risks A.) Capacity Management 2.) Reliability B.) Release Management 3.) Thresholds C.) Availability 4.) Roll-outs D.) IT Service Continuity Planning

	1-B, 2-A, 3-D, 4-C
	1-C, 2-A, 3-D, 4-B
	1-D, 2-C, 3-A, 4-B
	1-C, 2-D, 3-B, 4-A

194.) One of Release Management’s tasks is to set up the DHS. Which of the following statements best describes the DHS?

	A DHS is a number of physical locations where baselines are stored
	The DHS is a tool for releasing hardware into the live environment
	A DHS is an area set aside for the secure storage of definitive hardware spares
	A DHS is a database in which all the definitive hardware Configuration Items are stored

195.) Problem Management includes several core activities. Which one of the following most accurately summarizes them?

	Problem Control, Error Control, Management Reporting
	Identification, Control, Status Accounting, Verification
	Incident Control, Severity Analysis, Support Allocation, Reporting
	Identification, Severity Analysis, Support Allocation, Investigation

196.) One of the objectives of Problem Management is to minimise the impact of problems on IT Services. Which one of the following is NOT a responsibility of Problem Management?

	Maintaining relationships with Third-Party suppliers
	Working with Availability Management to ensure agreed levels of service availability
	Known-Error management
	Always taking control of difficult incidents

197.) Which of the tasks below is regarded as proactive?

1.) Control of Known Errors 2.) Reviewing Incident & Problem analysis reports to identify trends 3.) Preventing Problems in one service from being replicated in another 4.) Identifying the root cause of Incidents

	1 and 4
	1,2 and 3
	2 and 3
	1 and 3

198.) The primary responsibility of Incident Management is:

	Keeping customers informed about future problems
	Matching Incidents with Known Errors
	Restoring the service following an Incident
	Raising multiple Incidents to Problem Management

199.) The Service Desk is informed that a user has forgotten her password after her holiday. This only affects the one user. The Service Desk and the user are both aware that solving this Incident will only take a few minutes. From the above information, you would say that:

	Impact is high
	Priority is high
	Urgency is high
	Nothing can be said about the Impact, Priority or Urgency

200.) Consider the following metrics:

1.) Number of Incidents closed without onward referral 2.) Number of Incidents categorized at logging 3.) Number of Hardware faults reported

Which of these are valid performance indicators for the Service Desk?

	All
	1 and 2
	1 and 3
	None