Quiz Itil

<quiz> <question> <title> </title> <q><!
[CDATA[Satyam designed and developed a Service offering for Telecom Services Providers and offered the same to its Customers. It is providing the service to customer as per agreed SLA. One of the customers is expressing his unhappiness towards the service levels, though Satyam is meeting SLA. There are chances that it may discontinue. Which of the following situations might have made the Customer unhappy and re-looking at continuing the service offered? a. Satyam does not have enough resources to meet the future demands of the Customer. b. Satyam service offering is not able to define and deliver business value to Customer. c. Satyam is not taking proactive actions to enhance service archetypes to create value to the customer d. Satyam was not able to provide the Service for the price agreed.]]></q> <a><![CDATA[A and B]]></a> <![CDATA[B and C]]> <c><![CDATA[A and D]]></c> <d><![CDATA[None of the above]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Satyam is providing services to one of the large European Financial Institutions. It would like to revisit the cost of the service due to increase in cost of the resource and also has to enhance the capability of the resources. Which of the following ITIL processes is help in determining and modifying the actual underlying cost of the Services? ]]></q> <a><![CDATA[Demand Management ]]></a> <![CDATA[Availability Management]]> <c><![CDATA[Financial Management ]]></c> <d><![CDATA[Capacity Management ]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[IT Service Desk in Satyam providing services to its employees. In order to showcase the Return on Investment (ROI) on its services, N&S has decided to charge its customers. Which of the following functions in ITIL will help the N&S team in determining the basis of apportioning the cost to each of the Business Unit? ]]></q> <a><![CDATA[Service Level Management.]]></a> <![CDATA[Financial Management for IT Services.]]> <c><![CDATA[Local Management.]]></c> <d><![CDATA[Customer Management.]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A company wants to use Service Accounting Applications every 15th day and 30th day of
every month. It is looking for best option so as to optimize the cost of the services. Which of the following is the right mechanism to optimize the cost? ]]></q> <a><![CDATA[Managed Services ]]></a> <![CDATA[Shared Services ]]> <c><![CDATA[Utility Based Provisioning ]]></c> <d><![CDATA[None of the aboveService Design:]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[IMS is managing email services to one of its customers for 24x7. There are two businesses within IMS namely Server Management and Network Management which deliver the services to the customer. Which of the following document will provide the agreed service levels to the customer? ]]></q> <a><![CDATA[The Operational Level Agreement (OLA)]]></a> <![CDATA[The Service Level Requirements (SLRs)]]> <c><![CDATA[The Service Specification sheets]]></c> <d><![CDATA[The Underpinning Contract (UC)]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Satyam is providing 24x7 services to a customer. These services are delivered within the defined SLAs between Satyam and the customer. The customer has requested for the review of charges for one of the services. There is a provision to review the charges within the SLAs. Who among the following will review this with the customer?]]></q> <a><![CDATA[The IT Finance Manager]]></a> <![CDATA[The Configuration Manager]]> <c><![CDATA[The Service Level Manager]]></c> <d><![CDATA[The Change Manager ]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[An associate from HR Function calls Service desk to ask the Service Hours & Maintenance Slots for the HR services on enterprise portal. Which of the following documents will have this information?]]></q> <a><![CDATA[Service Level Requirements]]></a> <![CDATA[Release Policy]]> <c><![CDATA[Service Level Agreement]]></c> <d><![CDATA[Weekly Incident Reports]]></d> <ans>3</ans> </question> <question> <title> </title>
<q><![CDATA[If a company decides to charge its internal customers for the IT services they use in order to improve cost consciousness among the users, which of the following ITIL functions will ensure that the charges and the services to which they relate are formally agreed and documented?]]></q> <a><![CDATA[Service Level Management.]]></a> <![CDATA[Financial Management for IT Services.]]> <c><![CDATA[Local Management.]]></c> <d><![CDATA[Customer Management.]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[All services offered by IT Service Help Desk need to be documented and made available in one document. Which of the following statements is TRUE? A All Services will be available in a Service Catalogue B Service Catalogue will be part of CMS C The Service Catalogue can be used for other service Management process ]]></q> <a><![CDATA[A & B]]></a> <![CDATA[B and c]]> <c><![CDATA[A and C]]></c> <d><![CDATA[All the above]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[For a new customer, an ODC needs to be set up. A dedicated link will be established between the ODC and customer IT systems. N&S has made an agreement to get link services with an external supplier to fulfill the need. The agreement with the external organization would be specified in]]></q> <a><![CDATA[Operational Level Agreement (OLA)]]></a> <![CDATA[Service Level Agreement (SLA)]]> <c><![CDATA[Service Level Requirement (SLR)]]></c> <d><![CDATA[Underpinning Contract (UC)]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Satyam bought a new company and is being merged. Satyam N&S, along with the IT infrastructure of the merged company will be combined. Which of the following ITIL process is responsible for determining the required disk and memory space to integrate applications running in the combined IT infrastructure?]]></q> <a><![CDATA[Availability Management]]></a> <![CDATA[Capacity Management]]> <c><![CDATA[Computer Operations Management]]></c> <d><![CDATA[Release Management]]></d> <ans>2</ans> </question>
<question> <title> </title> <q><![CDATA[Dependency on Information systems and IT infrastructure has increased for Satyam. It is essential that we have plans for the provision of IT services following a major interruption to the service. Which of the following ITIL processes should be implemented?]]></q> <a><![CDATA[Availability Management]]></a> <![CDATA[IT Service Continuity Management]]> <c><![CDATA[Service Level Management]]></c> <d><![CDATA[Service Management]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A company is developing an IT Service Continuity Plan and found that it missed some essentials to prepare for a return to normal working. Which of the following is essential to include in the plan that deals with the return to normal working?]]></q> <a><![CDATA[Removal of data from standby equipment]]></a> <![CDATA[A list of contacts for the emergency suppliers]]> <c><![CDATA[Bonus payments for staff involved in the disaster]]></c> <d><![CDATA[Creation of an updated version of the IT Service Continuity Plan]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A Telecom company is using Mainframe for all its critical applications. It intends to have its applications running for 24X7 to ensure IT Service Continuity. Which of the following IT Service Continuity measures is likely to be the most appropriate in the given scenario?]]></q> <a><![CDATA[Cold standby facility to be located in the car park]]></a> <![CDATA[Reciprocal arrangement with a local company]]> <c><![CDATA[Hot standby at a site some distance away]]></c> <d><![CDATA[Dormant contract with a mainframe supplier]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A new disk unit is being installed to solve a problem of having back-ups on the network, and the procedures for creating back-ups need to be changed. Which of the following ITIL processes help you provide formal approval for implementing the changes?]]></q> <a><![CDATA[Change Management]]></a> <![CDATA[Configuration Management]]> <c><![CDATA[Network Management]]></c> <d><![CDATA[Problem Management]]></d> <ans>1</ans> </question>
<question> <title> </title> <q><![CDATA[Change Advisory Board is being formed for one of the customers as Satyam is responsible for managing its Critical Services. Which of the following are likely members of the Board? I Problem Manager 2 Customer Representatives 3 Change Managers 4 Senior IT Technical Managers]]></q> <a><![CDATA[1 and 3 only]]></a> <![CDATA[2 and 3 only]]> <c><![CDATA[2 and 4 only]]></c> <d><![CDATA[All the above]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[An IT organization is planning to implement Service Level Management and would like to implement Change Management as part of Service Life Cycle. However, there seems to be some confusion whether the configuration management and Change management go hand in hand. Which of the following statements are False? A. There are no dependencies between Configuration Management and Change Management B. If Change Management is implemented without Configuration Management, the result will not be effective C. Change Management cannot be implemented without Configuration Management D. Change Management and Configuration Management must be implemented simultaneously]]></q> <a><![CDATA[D & C]]></a> <![CDATA[A & B]]> <c><![CDATA[B & C]]></c> <d><![CDATA[All of the above]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Consider the following statements. A. To determine the impact of change it is necessary to understand the structure of the IT services and the way they support the business processes. B. The relationships between the various components of the infrastructure play an important role in determining the impact of a change.Which of the above statements are true?]]></q> <a><![CDATA[Only A]]></a> <![CDATA[Only B]]> <c><![CDATA[Both]]></c> <d><![CDATA[Both A & B are false]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[An application server hard disk has failed. The system engineer is replacing the Hard disk with new one from a different manufacturer. For future reference, which ITIL process is responsible for registering the new hard disk?]]></q> <a><![CDATA[Change Management]]></a>
<![CDATA[Configuration Management]]> <c><![CDATA[Incident Management]]></c> <d><![CDATA[Problem Management]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A major change in the existing IT services is being designed and built in an organization. IT Service Manager is looking for your help in determining what configuration management is responsible for. Which of the following activities does Configuration Management NOT responsible for?]]></q> <a><![CDATA[Quality assurance of the software modules.]]></a> <![CDATA[Controlling the completeness and correctness of all data about the software modules.]]> <c><![CDATA[Naming and recording data about software modules.]]></c> <d><![CDATA[Registering and monitoring the status of the software modules]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Satyam eSupport application is down due to a bug in the code. The application support team has changed the code to fix the Bug. The code now needs to be tested. Which of the following ITIL processes is responsible to test the code? ]]></q> <a><![CDATA[Configuration Management ]]></a> <![CDATA[Service Validation and Testing]]> <c><![CDATA[Problem Management ]]></c> <d><![CDATA[Release and Deployment Management ]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A virus has spread in the network of an organization. The technical team analyzed and indentified that in some of the systems on the network, the antivirus was not updated and old version was running. It made those systems susceptible for the attacks. It wants to update the antivirus in all the systems across the organization. Which of the following ITIL process is responsible to ensure that all systems have the latest and same version of the Antivirus?]]></q> <a><![CDATA[Change Management]]></a> <![CDATA[Information Security Management ]]> <c><![CDATA[Network Management]]></c> <d><![CDATA[Release Management]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A company is releasing a new Service and would like to perform the Service rehearsal before releasing the Service. Which of the following statement is True in this regard? ]]></q>
<a><![CDATA[Preferably Service rehearsal to be performed a bit early.]]></a> <![CDATA[Preferably Service rehearsal to be performed just before release.]]> <c><![CDATA[Preferably Service rehearsal to be performed too close to release.]]></c> <d><![CDATA[None of the above]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A company installed a new application. It was commissioned and delivered by an outside vendor. The application was running fine and its performance was also satisfactory. However, many users are complaining as they are not comfortable using the application and its features. Implementation of which of the following ITIL processes would have improved the above situation? ]]></q> <a><![CDATA[Release and Deployment Process ]]></a> <![CDATA[Service validation and Testing ]]> <c><![CDATA[Evaluation process.]]></c> <d><![CDATA[None of the above]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A company is offering a new Internet Service and the performance of the Service is not as expected. Which of the following ITIL process is responsible for standard means to measure the Service Performance?]]></q> <a><![CDATA[Release and Deployment Process ]]></a> <![CDATA[Service validation and Testing ]]> <c><![CDATA[Evaluation Process]]></c> <d><![CDATA[None of the above]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A company Service is getting recurring calls from the users and logging incidents for the same defects. This has increased the work load of the Service Desk significantly. Which of the following will benefit them to reduce logging incidents? ]]></q> <a><![CDATA[Service Desk requests the user to find the resolution and tell them politely that the same is answered earlier. ]]></a> <![CDATA[Service Desk is now offered a help from Knowledge management system where solutions for the repeated requests are stored. A user can search and find the solution on the website. ]]> <c><![CDATA[Service Desk should log the call and continue to help to serve the users ]]></c> <d><![CDATA[None of the above]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following Events signify exception? A. A devices CPU is above the
acceptable utilization rate B. A PC scan reveals the installation of unauthorized software. C. A notification that a scheduled workload has completed D. An Email reached its intended recipient]]></q> <a><![CDATA[A, B and C]]></a> <![CDATA[A and B]]> <c><![CDATA[C and D]]></c> <d><![CDATA[B, C and D]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[An Incident occurs when: 1. A user is unable to access a service during service hours 2. An authorized IT staff member is unable to access a service during service hours 3. A redundant network segment fails, and the user is not aware of any disruption to service 4. A user contacts the Service Desk about slow performance of an application Which of the above statements is CORRECT?]]></q> <a><![CDATA[1, 2 and 3 only]]></a> <![CDATA[1 and 4 only]]> <c><![CDATA[2 and 3 only]]></c> <d><![CDATA[All the above]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A serious incident has occurred. The assigned solution team is unable to resolve this incident within the agreed time. The Incident Manager is called in. Which form of escalation describes the above sequence of events?]]></q> <a><![CDATA[Matrix escalation]]></a> <![CDATA[Functional escalation ]]> <c><![CDATA[Hierarchical escalation]]></c> <d><![CDATA[Operational escalation ]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[IT Service Desk has been established. However, users approach them directly to answer their queries. They hardly get a chance to focus on strategy development. Which ITIL process or function needs to be set up to improve this situation? ]]></q> <a><![CDATA[Change Management]]></a> <![CDATA[Service Desk]]> <c><![CDATA[Incident Management]]></c> <d><![CDATA[Problem Management]]></d> <ans>2</ans> </question> <question>
<title> </title> <q><![CDATA[IT Service Desk received messages regarding errors in the daily batch run for ordering the raw materials. This was 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. As it affects manufacturing, it needs to be corrected immediately. Which of the following is the best possible approach to be adopted by Problem Management Team when handling this type of error?]]></q> <a><![CDATA[The errors are reported and because the underlying cause is known, handled by change management as a request for change with the status of urgent change]]></a> <![CDATA[The errors are reported as problems at the Service desk and because the manufacturing process is involved, are directly introduced as changes]]> <c><![CDATA[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]]></c> <d><![CDATA[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 a known error that can be corrected by raising a Request for change]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[An organization found that the problem management team is not effective and is over loaded. Which of the following could be the closest reason for the ineffectiveness of the problem Management team? ]]></q> <a><![CDATA[Problem management working with third party suppliers]]></a> <![CDATA[Problem Management team working with Availability Management to ensure agreed levels of service availability]]> <c><![CDATA[It is involved in Known Error management]]></c> <d><![CDATA[Always taking charge of difficult incidents]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Satyam incident data indicates that over 30% of incidents regularly recur. This situation needs improvement. Which of the following activities will help in reducing the percentage of regularly recurring incidents?]]></q> <a><![CDATA[A presentation to the board of directors to explain the importance of Problem Management]]></a> <![CDATA[Implementation of the Problem Management process]]> <c><![CDATA[The selection of an appropriate tool to log all incident data more accurately]]></c> <d><![CDATA[The introduction of a single Service Desk number so customers know who to contact]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Customers find that during acceptance tests, response times do not always meet the level specified in the Service Level Requirement. Nevertheless the new applications still introduced. Which
process is responsible for the registration and processing of this shortcoming after 'go live'?]]></q> <a><![CDATA[Capacity Management]]></a> <![CDATA[The application developers]]> <c><![CDATA[Problem Management]]></c> <d><![CDATA[Service Level Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A user called the Service Desk to log a service request that he requires specific software to be installed on her machine. The request was not honored immediately and caused a significant dissatisfaction to the user. Which of the following events would have disrupted the Service Desk to immediately honor the request of the user? A. the Service request is processed through Incident Management B. This Service request is frequent one still has to undergo a formal change process involving various approvals C. There is no agreement on the Service to be standardized as standard fulfillment procedure. ]]></q> <a><![CDATA[A and B]]></a> <![CDATA[Only C]]> <c><![CDATA[B and C]]></c> <d><![CDATA[A and C]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A company is planning to enable its managers to assign names to resources on a network and then provide access to the resources based on the profile of the user. Directory services tools are to be enabled. Which process is responsible to grant access to the resources?]]></q> <a><![CDATA[Change Management ]]></a> <![CDATA[Information Security Management ]]> <c><![CDATA[Access Management ]]></c> <d><![CDATA[None of the above ]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A user from ERP support team is requesting access to a specific set of ERP Applications which are critical to company. The user will be granted access if the user satisfy which of the following conditions. A. Access Management needs to verify every request for access to the application B. If person is employed newly a notification from Human resources. C. Authorization from reporting manager. D. A submission of Service request through Service Desk. ]]></q> <a><![CDATA[Only C required]]></a> <![CDATA[User has to go through A and C ]]> <c><![CDATA[None of the above required]]></c> <d><![CDATA[All the above required]]></d> <ans>4</ans> </question>
<question> <title> </title> <q><![CDATA[One of the team members in Banking Service forgot his password and raised a service request to change the password. There was no defined procedure to change the password. Support team is planning to have a processed approach for the same. Which of the following processes are required for setting up the change password process? ]]></q> <a><![CDATA[Information Security, Access Control, Incident Management, Service Request Management, Change Management]]></a> <![CDATA[Incident Management, Change Management, Release and Deploy Management]]> <c><![CDATA[Incident Management and Change Management]]></c> <d><![CDATA[None of the above]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A Satyam associate who is in application support team accessing his application from home using his Laptop connecting through a modem. There is continuous disruption in the connectivity. Incident management team is able provide a temporary resolution. Which other ITIL Management process are involved in achieving a structural solution?]]></q> <a><![CDATA[Change, Configuration, Release & Problem Management]]></a> <![CDATA[Only Configuration, Problem & Release Management]]> <c><![CDATA[Only Change & Release Management]]></c> <d><![CDATA[Only Change, Release & Configuration Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A user was facing problem with one of his applications. He called his friend in support team to rectify the incident. Friend in Support team rectified and the incident was resolved. There was no Service Management process followed. From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?]]></q> <a><![CDATA[Incident Management, Change Management, Release Management, Problem Management]]></a> <![CDATA[Incident Management, Problem Management, Release Management, Change Management]]> <c><![CDATA[Incident Management, Problem Management, Change Management, Release Management]]></c> <d><![CDATA[Change Management, Incident Management, Problem Management, Release Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Consider the following situations: 1. An incident exceeds the downtime stipulated within a SLA 2. The business impact of an incident changes due to unforeseen
circumstances 3. The number of users impacted by an incident is greater than first thought 4. A senior user in the customer's organization complains about the lack ofProgress being made on a particular incident Which of the above could be valid reasons for the Service Desk to invoke escalation procedures?]]></q> <a><![CDATA[2, 3 & 4]]></a> <![CDATA[1, 2 & 3]]> <c><![CDATA[1, 3 & 4]]></c> <d><![CDATA[1, 2, 3 and 4]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A Company is offering a Service to its customers to deliver value. There are some complaints from a customer that they are not able to see value of the service as expected. The company is planning to improve the Service offering. Which of the following is/are true? A. It is important to provide improvement opportunities thought life Cycle B. It is important treating the symptom of the problem from a specific process C. Service improvement process needs to take wider approach]]></q> <a><![CDATA[A and C]]></a> <![CDATA[B and C]]> <c><![CDATA[A and B]]></c> <d><![CDATA[A, B and C ]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[There are good number of IT Services that being offered in a customer organization. As part of ITIL implementation, it was advised that Service Catalogue is prepared for the customer organization. Which of the following would you include in the Catalog?]]></q> <a><![CDATA[List of Services & Service Characteristics being provided]]></a> <![CDATA[The Financial Cost of each Service]]> <c><![CDATA[The Configuration Items involved in the Service Provision]]></c> <d><![CDATA[All the above]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Continual Service Improvement (CSI) is a critical process to ensure that the maturity of IT services is enhanced in a structured manner. Which of the following is the critical part of the CSI process?]]></q> <a><![CDATA[Deming Cycle]]></a> <![CDATA[Waterfall Cycle]]> <c><![CDATA[7 Step Improvement Process]]></c> <d><![CDATA[Service Continuity Plan]]></d> <ans>3</ans> </question>
<question> <title> </title> <q><![CDATA[Key features of all IT services are recorded in.]]></q> <a><![CDATA[The Service Catalogue.]]></a> <![CDATA[The Service Level Management Database.]]> <c><![CDATA[Service Level Requirements.]]></c> <d><![CDATA[Service Level Agreements.]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is NOT an example of a configuration item?]]></q> <a><![CDATA[Standard Operating Procedure ]]></a> <![CDATA[A companys organization chart]]> <c><![CDATA[Training manual]]></c> <d><![CDATA[A unique identification code]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Service Level Requirements are used in the Service Level Management process. Which of the following statement best describes Service Level Requirements?]]></q> <a><![CDATA[Definition of IT service that a customer requires]]></a> <![CDATA[Customer expectations ]]> <c><![CDATA[The conditions required for the Service Level Agreement (SLA)]]></c> <d><![CDATA[Additional specifications required to execute the Service Level Agreement]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A new OS has to be installed on all the desk tops in Satyam DLF office to solve the problem of systems hanging every time when an application is opened. Which of the following process is responsible for giving formal approval for carrying out this activity? ]]></q> <a><![CDATA[Change Management]]></a> <![CDATA[Configuration Management]]> <c><![CDATA[Problem Management]]></c> <d><![CDATA[Network Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following represents commitments and investments made by an IT Service Provider across all customers and market spaces?]]></q> <a><![CDATA[Definitive Media Library]]></a>
<![CDATA[Service Catalogue]]> <c><![CDATA[Service Design Package]]></c> <d><![CDATA[Service Portfolio]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is NOT one of the ITIL core publications?]]></q> <a><![CDATA[Service Optimization]]></a> <![CDATA[Service Transition]]> <c><![CDATA[Service Design]]></c> <d><![CDATA[Service Strategy]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is the role of the Definitive Media Library (DML) in theRelease Management process?]]></q> <a><![CDATA[A physical storage area for the original versions of all authorized software in use]]></a> <![CDATA[A reference manual that includes all software documentation]]> <c><![CDATA[A registration tool for all software items]]></c> <d><![CDATA[A type of Configuration Management System (CMS) for software]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following includes both the services in development and retired services?]]></q> <a><![CDATA[Service Catalogue]]></a> <![CDATA[Service Pipeline]]> <c><![CDATA[Service Portfolio]]></c> <d><![CDATA[Service Level Agreement]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Resources and Capabilities are described as _________.]]></q> <a><![CDATA[Processes]]></a> <![CDATA[Functions]]> <c><![CDATA[Service Assets]]></c> <d><![CDATA[Liabilities]]></d> <ans>3</ans> </question>
<question> <title> </title> <q><![CDATA[The structure of the ITIL core publications is in the form of ________.]]></q> <a><![CDATA[Closed-loop]]></a> <![CDATA[Hierarchy]]> <c><![CDATA[Lifecycle]]></c> <d><![CDATA[Process]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following metrics can be taken as Key Performance Indicators for the service desk? 1. Number of incidents closed on without onward referral 2. Number of incidents correctly categorized at logging 3. Number of hardware faults reported]]></q> <a><![CDATA[1 & 2]]></a> <![CDATA[1 & 3]]> <c><![CDATA[2 & 3]]></c> <d><![CDATA[All the above]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following uses Differential charging technique?]]></q> <a><![CDATA[Fault Tree Analysis]]></a> <![CDATA[Demand Management]]> <c><![CDATA[Status Accounting]]></c> <d><![CDATA[CRAMM]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Demand management is dealt with ]]></q> <a><![CDATA[Service Strategy and Service Design]]></a> <![CDATA[Service Design and Service Transition]]> <c><![CDATA[Service Transition and Service Operations]]></c> <d><![CDATA[Service Operations and Continual Service Improvement ]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[In which of the following cases post implementation review of a change is done?]]></q> <a><![CDATA[When a change fails]]></a> <![CDATA[Random selection]]> <c><![CDATA[On a specific request from the Change Manager]]></c>
<d><![CDATA[Always]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Identify the incorrect statement.]]></q> <a><![CDATA[Budgeting and accounting for IT services prior to implementation is important]]></a> <![CDATA[Budgeting and accounting for IT services is essential for effective Service Management]]> <c><![CDATA[Charging is required in order to cost IT services ]]></c> <d><![CDATA[Charging may lead to the recovery of costs]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Identify the metrics that will help in making Change Management process more effective. 1. Number of known errors cleared 2. Number of changes implemented during the period, in total and by CI 3. Number of changes blocked out, by reason 4. Number of change management staff training records complete and up to date]]></q> <a><![CDATA[1, 2 & 3]]></a> <![CDATA[2, 3 &4]]> <c><![CDATA[1, 2 & 4]]></c> <d><![CDATA[All of them]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[_______________ is the key strategic concept that sets the future direction of the company:]]></q> <a><![CDATA[Goal]]></a> <![CDATA[Strategy]]> <c><![CDATA[Vision]]></c> <d><![CDATA[Objectives]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Select two examples of an IT Service:]]></q> <a><![CDATA[Oracle Database, Billing System ]]></a> <![CDATA[Email, Billing System]]> <c><![CDATA[Oracle Database, Local Area Network ]]></c> <d><![CDATA[Email, Local Area Network]]></d> <ans>2</ans> </question>
<question> <title> </title> <q><![CDATA[In which of the following process/records the Application Support Manager documents the annual revisions in the CRM System of a company (both technical and functional updates)?]]></q> <a><![CDATA[Release Processes]]></a> <![CDATA[Release Procedures]]> <c><![CDATA[Release Policy]]></c> <d><![CDATA[Release Schedule]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Choose the best option that describes the difference between a Release Plan & a Roll Out plan.]]></q> <a><![CDATA[A Release Plan details the physical distribution and deployment of the release into the live environment where as the Roll Out plan details the resources & responsibilities involved in a release as well as the scheduling of the release.]]></a> <![CDATA[A Release Plan details the coordinated steps to be followed on the go-live day to implement the release into production, where as the Roll Out Plan details the dates that all releases will be rolled out into production.]]> <c><![CDATA[A Roll Out Plan details the physical distribution and deployment of the release into the live environment where as the Release Plan details the resources & responsibilities involved in a release as well as the scheduling of the release.]]></c> <d><![CDATA[A Release Plan details the coordinated steps to be followed on the go-live day to implement the release into production, where as the Roll Out Plan details the resources & responsibilities involved in a Release as well as the scheduling of that Release.]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[ITILs Service Management processes are suited to Implementation in:]]>< /q> <a><![CDATA[Organizations of any size]]></a> <![CDATA[Large Organizations (>1000 Employees)]]> <c><![CDATA[Midsized organization (200 > 1000 Employees)]]></c> <d><![CDATA[Small organization (<200 Employees)]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Identify the 3 sub-processes of Capacity Management. 1. Service Capacity Management 2. Application Capacity Management 3. Technical Capacity Management 4. Resource Capacity Management 5. Business Capacity Management]]></q> <a><![CDATA[1,4,5]]></a> <![CDATA[1,3,4]]> <c><![CDATA[2,3,5]]></c> <d><![CDATA[1,3,5]]></d>
<ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Identify the one that is NOT an output of Capacity Management process.]]></q> <a><![CDATA[Configuration Database]]></a> <![CDATA[Proactive Changes]]> <c><![CDATA[Capacity Plan]]></c> <d><![CDATA[Operational Schedules]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following defines a change model?]]></q> <a><![CDATA[A standard way of dealing with all Changes irrespective of their type or complexity.]]></a> <![CDATA[A standard way of dealing with Minor Changes only.]]> <c><![CDATA[A standard way of dealing with Major Changes only.]]></c> <d><![CDATA[A standard way of dealing with Changes of a specific type or complexity ]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Find out the correct match for Availability Measurement with the correct definition: MEASUREMENTS: 1. MTTR 2. MTBF 3. MTBSI 4. MTTF DEFINITIONS: A. The mean elapsed time from the time an IT Service or component is fully restored until the next occurrence of a failure in the same service. B. Mean elapsed time between the occurrences of one system or service failure and the next. C. Averaged elapsed time from the occurrence of an incident to the repair of the failed component. D. The elapsed time between the occurrences of an Incident to the restoration of a service.]]></q> <a><![CDATA[1A, 2B, 3C, 4D]]></a> <![CDATA[1D, 2A, 3C, 4B]]> <c><![CDATA[1A, 2B, 3D, 4C]]></c> <d><![CDATA[1D, 2A, 3B, 4C]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following statements are true? 1. Company culture plays an important role in the successful implementation & maintaining of Service Management 2. Management commitment is not a key factor when it comes to successfully implementing Service Management. As long as there is at least some recognition of the benefits Service Management would bring, that should be sufficient. 3. One of the benefits of implementing Service Management is that the processes are so well defined so there is no real need to train individuals. By following the processes, this will ensure that the customer is satisfied. 4. "Service Culture" refers to the internally held culture within an
organization to ensure that the Customer is fully satisfied.]]></q> <a><![CDATA[1,4]]></a> <![CDATA[2,3]]> <c><![CDATA[1,3]]></c> <d><![CDATA[2,4]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Management of the individual components of the IT Infrastructure in process of Capacity Management is concerned with]]></q> <a><![CDATA[Resource Capacity Management]]></a> <![CDATA[Service Capacity Management]]> <c><![CDATA[Business Capacity Management]]></c> <d><![CDATA[None of the above]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[The potential losses that an organization may incur in the event of a disaster or service disruption is recognized by_________.]]></q> <a><![CDATA[Service Improvement Program]]></a> <![CDATA[Critical Business Processes]]> <c><![CDATA[Business Impact Analysis]]></c> <d><![CDATA[Availability Analysis ]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following are the benefits of adopting the ITIL best practice framework? 1. Improved Communication between the Business & IT. 2. Fewer failed changes and able to absorb a higher rate of changes. 3. Increase in Sales of the organizations products or services. 4. Continuous improvement in the delivery of quality IT Services.]]></q> <a><![CDATA[2,3,4]]></a> <![CDATA[1,3,4]]> <c><![CDATA[1,2,3]]></c> <d><![CDATA[1,2,4]]></d> <ans>4</ans> </question>
<question> <title> </title>
<q><![CDATA[Satyam uses Optima tool for Project Management. An update of this tool, which includes fixes for defects and new features requested by users, is due to be released. What type of release is this?]]></q> <a><![CDATA[Scheduled Release]]></a> <![CDATA[Package Release]]> <c><![CDATA[Delta Release ]]></c> <d><![CDATA[Full Release]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Satyam has delivered one version of a product to its customer, in which some defects have been detected. After fixing the defects, a new version is now ready for delivery. Which process is responsible for ensuring this updated version is tested?]]></q> <a><![CDATA[Release Management]]></a> <![CDATA[Configuration Management]]> <c><![CDATA[Incident Management]]></c> <d><![CDATA[Problem Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A Service Desk receives a PC keyboard problem from a user. The Service Desk representative determines that the keyboard is defective and indicates that according to the services catalogue,it will be replaced within three hours. Which ITIL process is responsible for having this users keyboard replaced within three hours?]]></q> <a><![CDATA[Change Management]]></a> <![CDATA[Service Level Management]]> <c><![CDATA[Configuration Management]]></c> <d><![CDATA[Availability Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[The capacity of the servers has to be extended to add a new tool for Project management. Who is responsible for managing the request for additional capacity?]]></q> <a><![CDATA[Capacity Manager]]></a> <![CDATA[Change Manager]]> <c><![CDATA[Financial Manager]]></c> <d><![CDATA[Service Level Manager]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[The users of a remote site are complaining of slow responses and have heard that this is due to problems with capacity. The remote site has recently had its network upgraded. Who should they contact for assistance?]]></q> <a><![CDATA[The Service Desk]]></a>
<![CDATA[Problem Management]]> <c><![CDATA[Network Management]]></c> <d><![CDATA[Capacity Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A company issues wireless modems to its traveling staff. It was observed that communication was unsatisfactory when a certain modem was used. A temporary solution to this fault has been identified by the modem company. Which processes other than Incident Management are involved in achieving a complete solution ?]]></q> <a><![CDATA[Only Change, Release and Configuration Management]]></a> <![CDATA[Only Change and Release Management]]> <c><![CDATA[Change, Configuration, Release and Problem Management]]></c> <d><![CDATA[Only Configuration, Problem and Release Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Who among the following is responsible for ensuring that a cause is investigated when users complain related to hardware incidents repeatedly and it is apparently resulting in not meeting the SLAs?]]></q> <a><![CDATA[The Availability Manager]]></a> <![CDATA[The Incident Manager]]> <c><![CDATA[The Capacity Manager]]></c> <d><![CDATA[The Problem Manager]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Software packages installed in a desktop or client/server environment can be affected when a new version of a software package is installed. Which ITIL process monitors whether other softwares must be reinstalled and tested whenever a new software is installed?]]></q> <a><![CDATA[Release Management]]></a> <![CDATA[Problem Management]]> <c><![CDATA[IT Service Continuity Management]]></c> <d><![CDATA[Change Management]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A PC that had crashed two months ago crashes again. The end-user reports the repeat crash to the service desk. Which of the following records should the service desk make for the users call?]]></q> <a><![CDATA[A Request for change]]></a> <![CDATA[A Problem]]> <c><![CDATA[An incident]]></c> <d><![CDATA[A Known Error]]></d>
<ans>3</ans> </question> <question> <title> </title> <q><![CDATA[An Availability Manager feels that a server is overloaded due to its multiple connections. There have been two incidents on the server recently. What is the next step that the availability manager should take?]]></q> <a><![CDATA[The Availability Manager should ask the Problem Manager to look into the problem right away]]></a> <![CDATA[The Availability Manager should ask the Service Level Manager to revise the service level agreements (SLA)]]> <c><![CDATA[The Availability Manager should ask the Capacity Manager to expand the capacity of the server]]></c> <d><![CDATA[The Availability Manager should ask the Security Manager to check whether too many authorizations may have been issued]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[The mouse of one of the desktops in a network is found to be defective and is replaced with a new one, made by a different manufacturer. Which ITIL process is responsible for registering the new mouse?]]></q> <a><![CDATA[Incident Management]]></a> <![CDATA[Change Management]]> <c><![CDATA[Problem Management]]></c> <d><![CDATA[Configuration Management]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Sometimes, when an organization is implementing ITIL processes, the number of people taking up the various roles is less and hence multiple roles may have to be assigned to individuals. In this scenario, which of the following are the role combinations that the organization should BEST AVOID?]]></q> <a><![CDATA[Incident and Problem Manager]]></a> <![CDATA[Change and Release Manager]]> <c><![CDATA[Service Desk and Incident Manager]]></c> <d><![CDATA[All above combinations are OK]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[An organization has implemented the ITIL processes and the following is a summary of the roles in the organization. Nitya is the Incident Manager, Ramya is the Problem Manager, Mayank is the Configuration Manager and Anurag is the Change Manager. The Service Desk gets the following calls - 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?]]></q> <a><![CDATA[Nitya]]></a>
<![CDATA[Ramya]]> <c><![CDATA[Mayank]]></c> <d><![CDATA[Anurag]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A user calls the Service Desk with a complaint that, when logging into an application his browser always freezes after viewing the landing screen. What process has overall responsibility for tracing the underlying cause of this issue?]]></q> <a><![CDATA[Capacity Management]]></a> <![CDATA[Incident Management]]> <c><![CDATA[Availability Management]]></c> <d><![CDATA[Problem Management]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A good practice for SLA is that it should also contain definitions of terms. Which of the following best describes why SLA should contain them?]]></q> <a><![CDATA[To make sure that all clauses in the SLA make sense]]></a> <![CDATA[ To ensure that the customer's understanding of a particular term is the one meant in the SLA]]> <c><![CDATA[To ensure that both the customer and IT can unambiguously understand the terms in the SLA]]></c> <d><![CDATA[To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[In a typical service review with a customer, which of the following is LEAST LIKELY to be discussed ?]]></q> <a><![CDATA[Customer satisfaction with the service]]></a> <![CDATA[Authorization for changes to the service]]> <c><![CDATA[Corrective actions to be taken]]></c> <d><![CDATA[Service performance trends]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A customer calls the Service Desk but the Service Desk is unable to deal with the customer's enquiry. What should the Service Desk executive do?]]></q> <a><![CDATA[Suggest the customer contacts a third party]]></a> <![CDATA[Log the details and inform the customer of the incident number. Suggest they ring back if they have not heard within 48 hrs]]> <c><![CDATA[Log the details and inform the customer of the incident number. Tell them someone will contact them within an agreed time with an update. Retain ownership of the incident but refer to appropriate second line support group. Monitor progress and keep customer informed]]></c>
<d><![CDATA[Tell them to ring back if it happens again]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[There are several techniques used for Availability Management. Which of the following is NOT a technique usually associated with Availability Management?]]></q> <a><![CDATA[Queuing theory ]]></a> <![CDATA[Duplexing]]> <c><![CDATA[Auto error detection]]></c> <d><![CDATA[Analyzing data]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following statements is true?]]></q> <a><![CDATA[Operational Level Agreements are between internal and external services providers and are written in business language]]></a> <![CDATA[Service Level Agreements are between Service Level Management and user departments and are written in technical language ]]> <c><![CDATA[Operational Level Agreements are between internal service providers and may be written in technical language]]></c> <d><![CDATA[Operational Level Agreements are between user departments and technical support providers and are written in business language ]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Problem Management is NOT responsible for which of the following activities? ]]></q> <a><![CDATA[Implementing error resolutions]]></a> <![CDATA[Providing management information on incidents, problems and known errors]]> <c><![CDATA[Coordinating major problem reviews]]></c> <d><![CDATA[Determining the root cause of incidents]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[An organization has established a contingency site under a Gradual Recovery IT Service Continuity Agreement. Using the ITIL definition, which of the following lists will NOT exist at the contingency site?]]></q> <a><![CDATA[A building, telecommunications equipment, a computer, support staff, documentation]]></a> <![CDATA[A building, electricity, telecommunications equipment, office space for technical staff]]> <c><![CDATA[A building, electricity, water, support staff, system manuals]]></c> <d><![CDATA[Stand-by generator, telecommunications equipment, system manuals, support staff, water]]></d> <ans>1</ans> </question>
<question> <title> </title> <q><![CDATA[A change was introduced incorrectly in a critical software of an organization. This is resulting in several error messages for the users. The situation needs to be handled with a high priority. What should Problem Management do to handle the error? ]]></q> <a><![CDATA[The errors are reported as Problems at the Service Desk and, because it is urgent, are directly introduced as Changes]]></a> <![CDATA[The errors are reported and, because the underlying cause is known, handled by Change Management as a Request for Change with the status of 'urgent change' ]]> <c><![CDATA[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]]></c> <d><![CDATA[The errors are reported as Problems at the Service Desk and referred to the Software Configuration Manager]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[After analyzing data for a Service Desk, it is seen that over 40% of the incidents recur regularly. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents?]]></q> <a><![CDATA[The selection of an appropriate tool to log all incident data more accurately]]></a> <![CDATA[ The introduction of a single Service Desk number so customers know who to contact]]> <c><![CDATA[A presentation to the board of directors to explain the importance of Problem Management]]></c> <d><![CDATA[Implementation of the Problem Management process]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Associates working for a software organization can login using various tools from home and carry out their activities. Each associate needs a set of tools that should be configured for proper access. The process responsible for the correct configuration and transmission of the tools is]]></q> <a><![CDATA[Network Management]]></a> <![CDATA[Configuration Management]]> <c><![CDATA[Release Management]]></c> <d><![CDATA[Change Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[The IT management of an organization gets which of the following information from Configuration Management?]]></q> <a><![CDATA[Details and history of the IT infrastructure ]]></a> <![CDATA[Pending change requests]]> <c><![CDATA[Variations from the agreed service levels]]></c> <d><![CDATA[Number of incidents and problems per category]]></d>
<ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A user calls the service desk of an organization and says that her computer is not connecting to the network. This is a(n)]]></q> <a><![CDATA[Request for Change]]></a> <![CDATA[Problem]]> <c><![CDATA[Known Error]]></c> <d><![CDATA[Incident]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[An organization starts to use Intranet and e-mail system. As many large files and images are sent back and forth over the network, the network capacity needs to be expanded. Which of the following processes is suitable for approving this capacity expansion? ]]></q> <a><![CDATA[Change Management]]></a> <![CDATA[Network Management]]> <c><![CDATA[Problem Management]]></c> <d><![CDATA[Capacity Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[An organization uses an enterprise software which is installed on each computer on the network. Which process is responsible for installing the same version of the software on each computer?]]></q> <a><![CDATA[Network Management]]></a> <![CDATA[Release Management]]> <c><![CDATA[Change Management]]></c> <d><![CDATA[Configuration Management]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[When two car companies are merged, their IT departments and IT infrastructure are combined. In the new IT infrastructure, which of the following processes is responsible for determining the disk and memory space required for applications?]]></q> <a><![CDATA[Capacity Management]]></a> <![CDATA[Release Management]]> <c><![CDATA[Computer Operations Management]]></c> <d><![CDATA[Application Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[The back-up capacity of a network needs to be increased by installing a new disk unit.
COnsequently, the back-up procedures also need to be changed. Which process owns the responsibility of granting a formal approval for carrying out these changes?]]></q> <a><![CDATA[Network Management]]></a> <![CDATA[Problem Management]]> <c><![CDATA[Change Management]]></c> <d><![CDATA[Configuration Management ]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A user calls the Service Desk and registers a compliant that his network gets disconnected while using a particular application. Which process has the overall responsibility of tracing the underlying cause of this?]]></q> <a><![CDATA[Problem Management]]></a> <![CDATA[Incident Management ]]> <c><![CDATA[System Management]]></c> <d><![CDATA[Network Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[An old PC is installed as a print server for the local area network. A new computer is installed in place of that PC. Which process is responsible for registering this modification in the Configuration Management Database (CMDB)?]]></q> <a><![CDATA[Problem Management]]></a> <![CDATA[Release Management]]> <c><![CDATA[Configuration Management]]></c> <d><![CDATA[Change Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A memory disk on a mainframe is in danger of becoming completely full. The computer operator should report this to]]></q> <a><![CDATA[Planning and Control for IT Services]]></a> <![CDATA[Service Level Management]]> <c><![CDATA[Change Management]]></c> <d><![CDATA[Capacity Management]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Because of its increased dependency on information systems, a large financial institution decides that it must plan for the provision of IT services in case of a major interruption to the services. Which process, therefore, should be implemented?]]></q> <a><![CDATA[Service Management]]></a> <![CDATA[Availability Management]]> <c><![CDATA[Service Level Management]]></c> <d><![CDATA[IT Service Continuity Management]]></d>
<ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A computer on the network has broken down. N&S wants to approach the manufacturer to remedy the defect. They can obtain data from Configuration Management about which of the following 1. The location of the computer 2. The type of maintenance contract 3. The number of breakdowns the computer has experienced in the last six months]]></q> <a><![CDATA[Only 1 and 2]]></a> <![CDATA[Only 1 and 3]]> <c><![CDATA[Only 2 and 3]]></c> <d><![CDATA[1, 2 and 3]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A change has taken place in the IT infrastructure. Which of the following relates Change Management to the Configuration Management Database (CMDB)? Change Management]]></q> <a><![CDATA[Provides Configuration Management with the data required to implement the change in the CMDB]]></a> <![CDATA[Carries out investigations into the degree of consistency in the CMDB]]> <c><![CDATA[Implements the change in the CMDB and informs Configuration Management about it]]></c> <d><![CDATA[Checks whether the change has been made in the CMDB]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A network server has an MTBF of 10000 hours. Which of the following options explains it?]]></q> <a><![CDATA[That the servers have an average life of 10000 hours]]></a> <![CDATA[That the servers can operate continuously for a maximum of 10000 hours]]> <c><![CDATA[That the servers will fail every 10000 hours]]></c> <d><![CDATA[That the servers operate continuously for an average of 10000 hours]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[If a number of related hardware incidents are resulting in service levels that are below those agreed in the SLA, who is responsible for ensuring that the cause is investigated?]]></q> <a><![CDATA[The Incident Manager]]></a> <![CDATA[The Change Manager]]> <c><![CDATA[The IT Service Continuity Manager]]></c> <d><![CDATA[The Problem Manager]]></d> <ans>4</ans> </question> <question> <title> </title>
<q><![CDATA[Which of the following are valid performance indicators for the Service Desk? 1. Number of software faults reported 2. Number of incidents closed on without onward referral 3. Number of incidents correctly categorized at logging]]></q> <a><![CDATA[All three]]></a> <![CDATA[1 and 2]]> <c><![CDATA[1 and 3]]></c> <d><![CDATA[ 2 and 3 ]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[The percentage of IT support requests closed without requiring further action is an effectiveness metric of: ]]></q> <a><![CDATA[The Service Desk]]></a> <![CDATA[Service Level Management]]> <c><![CDATA[Problem Management]]></c> <d><![CDATA[Availability Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[When the goods inwards department receives a delivery of servers, the status of the servers has to be changed to "in stock" from "ordered". Which function is responsible for recording this change of status?]]></q> <a><![CDATA[Configuration Management]]></a> <![CDATA[Problem Management]]> <c><![CDATA[Change Management]]></c> <d><![CDATA[Financial Management for IT Services]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[The mail server in an organization crashes and the Service Desk is suddenly inundated with phone calls from users. For which of the following actions is the Service Desk NOT responsible? ]]></q> <a><![CDATA[Identifying the cause of the failure]]></a> <![CDATA[The prioritization of incoming calls]]> <c><![CDATA[The escalation of the incidents]]></c> <d><![CDATA[The categorization of incoming calls]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which ITIL process is responsible for ensuring that each request for a new workstation installation is handled with optimum efficiency and effectiveness? ]]></q> <a><![CDATA[Service Level Management]]></a> <![CDATA[Change Management]]> <c><![CDATA[Problem Management]]></c> <d><![CDATA[Configuration Management]]></d>
<ans>2</ans> </question> <question> <title> </title> <q><![CDATA[The Service Desk receives a call from a user who reports that every time she reaches a certain screen on an application, her computer hangs. Which of the following ITIL processes is responsible for tracing the cause of this? ]]></q> <a><![CDATA[Availability Management]]></a> <![CDATA[Problem Management]]> <c><![CDATA[Release Management]]></c> <d><![CDATA[Incident Management]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[An organization uses a software package for project management. A major change to this package is to be designed and built. For which of the following activities does Configuration Management NOT have a responsibility? ]]></q> <a><![CDATA[Registering and monitoring the status of the software modules]]></a> <![CDATA[Naming and recording data about software modules]]> <c><![CDATA[Controlling the completeness and correctness of all data about the software modules]]></c> <d><![CDATA[Quality assurance of the software modules]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A user has forgotten her password after her holiday. The Service Desk and the user are both aware that solving this incident will take only a few minutes. From the information given, we can say that - ]]></q> <a><![CDATA[Little can be said about impact, priority or urgency]]></a> <![CDATA[The impact is high]]> <c><![CDATA[The urgency is high]]></c> <d><![CDATA[The priority is high]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[While designing a proposal for a set of users, the Service Level Manager of an ISP requires confirmation that the internal Service Desk can answer Customer calls within 15 seconds. Which document should contain the Service Desks agreement to this requirement? ]]></q> <a><![CDATA[Service Level Agreement]]></a> <![CDATA[Internal Specification Sheet]]> <c><![CDATA[An underpinning third party contract]]></c> <d><![CDATA[Operational Level Agreement]]></d> <ans>4</ans> </question>
<question> <title> </title> <q><![CDATA[An email server crashes. At the same time the Service Desk also gets a call from the Chairman's office that he is unable to access the printer on the network. Which of the following can be concluded from this information? ]]></q> <a><![CDATA[Both incidents have an equally high priority]]></a> <![CDATA[The Managing Directors printer must be fixed because of the hig her business impact]]> <c><![CDATA[There is insufficient information to determine which incident has the higher priority]]></c> <d><![CDATA[The network incident has a higher priority than the Managing Directors printer because it affects a lot more people]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A customer wishes to renegotiate the charges for services provided under an SLA. Who will review this with the customer?]]></q> <a><![CDATA[The Service Level Manager]]></a> <![CDATA[The Change Manager]]> <c><![CDATA[The Configuration Manager]]></c> <d><![CDATA[The IT Finance Manager]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[An organization provides the Internet access to its user s. As many images are sent back and forth over the network, its performance goes down and it is deduced that its capacity needs to be increased. Which process is suitable for approving this capacity expansion?]]></q> <a><![CDATA[Problem Management]]></a> <![CDATA[Capacity Management]]> <c><![CDATA[Network Management]]></c> <d><![CDATA[Change Management]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[An IT department is planning to release some new office automation software packages for all users. The network server needs to be expanded to support this. Which process is responsible for investigating the required disk space of the network server?]]></q> <a><![CDATA[Network Management]]></a> <![CDATA[Change Management]]> <c><![CDATA[Capacity Management]]></c> <d><![CDATA[Release Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[An insurance company is outsourcing a part of its IT services and the users from the
service provider will log in remotely into the company's mainframe. Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure?]]></q> <a><![CDATA[Capacity Management]]></a> <![CDATA[Application Management]]> <c><![CDATA[Computer Operations Management]]></c> <d><![CDATA[Release Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A new software is being installed for Service Desk automation and the related procedures for managing the Service Desk need to be changed. Which process will provide a formal approval for carrying out the changes?]]></q> <a><![CDATA[Incident Management]]></a> <![CDATA[Problem Management]]> <c><![CDATA[Change Management]]></c> <d><![CDATA[Service Desk Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A user calls the Service Desk with a complaint that she is not able to access the network while using a particular application. Which process has overall responsibility for tracing the underlying cause?]]></q> <a><![CDATA[System Management]]></a> <![CDATA[Problem Management]]> <c><![CDATA[Service Desk]]></c> <d><![CDATA[Network Management]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A large bank has a customer service desk which can be accessed by calling from anywhere in the world. This service desk uses a software which needs to be available 24X7 in any event. Which of the following processes should be implemented for maintaining the software?]]></q> <a><![CDATA[Planning and Control for IT Services]]></a> <![CDATA[Service Level Management]]> <c><![CDATA[IT Service Continuity Management]]></c> <d><![CDATA[Availability Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A printer in a department has broken down. The supplier has to be contacted to replace or repair the printer. We need to provide information on the configuration of printer to the supplier. Configuration Management can provide data about which of the following: 1. The warranty details of the printer 2. The year of purchase of the printer 3. The number of disruptions the printer has experienced in the last six months]]></q>
<a><![CDATA[Only l and 2]]></a> <![CDATA[Only l and 3]]> <c><![CDATA[Only 2 and 3]]></c> <d><![CDATA[l, 2 and 3]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A network server is moved from one area to another to service a new department. Which process is responsible for registering this modification in the Configuration Management Database (CMDB)?]]></q> <a><![CDATA[Network Management]]></a> <![CDATA[Configuration Management]]> <c><![CDATA[Change Management]]></c> <d><![CDATA[Capacity Management]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A network engineer deduces that the capacity of the network is shortly going to be exceeded. He should report this to: ]]></q> <a><![CDATA[Capacity Management]]></a> <![CDATA[Planning and Control for IT Services]]> <c><![CDATA[Service Level Management]]></c> <d><![CDATA[Change Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[In an organization, users approach the network engineers directly on phone to answer their queries and resolve their problems. As a consequence the network engineers are always on the run and feel overloaded. They also do not have time to run routine network managament tasks. Which ITIL process or function needs to be set up to improve this situation?]]></q> <a><![CDATA[Service Desk]]></a> <![CDATA[Error control]]> <c><![CDATA[Service Level Management]]></c> <d><![CDATA[Problem Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A company has to increase the Bandwidth of its network because of the high volume of illustrations being sent over the Network by the graphic design workstations. Which one of the following ITIL processes is responsible for approving the implementation of increased bandwidth?]]></q> <a><![CDATA[Capacity Management ]]></a> <![CDATA[Problem Management ]]> <c><![CDATA[Change Management ]]></c> <d><![CDATA[Availability Management]]></d>
<ans>3</ans> </question> <question> <title> </title> <q><![CDATA[The common cause of a series of incidents is found after an investigation. This results in a Known Error. In the sequence of things, what should happen after the Known Error has been declared?]]></q> <a><![CDATA[All incidents must be resolved as quickly as possible]]></a> <![CDATA[The error must be included in the Configuration Management Database (CMDB) ]]> <c><![CDATA[The problem must be identified]]></c> <d><![CDATA[The error must be resolved using a change ]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[The Hardware department of an organization has an agreement with an external vendor to fulfill an agreement with its internal customers. Where would the agreement with external organization be specified?]]></q> <a><![CDATA[Service Level Agreement (SLA)]]></a> <![CDATA[Operational Level Agreement (OLA)]]> <c><![CDATA[Underpinning Contract (UC)]]></c> <d><![CDATA[Service Level Requirement (SLR) ]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[For a software company, it is imperative that new hardware should be purchased and installed efficiently. Which ITIL process is designed to achieve this outcome?]]></q> <a><![CDATA[Service Level Management]]></a> <![CDATA[Vendor Liaison]]> <c><![CDATA[Change Management]]></c> <d><![CDATA[Problem Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is not a CI in the CMDB?]]></q> <a><![CDATA[Modem]]></a> <![CDATA[Serial Number]]> <c><![CDATA[Hard Drive]]></c> <d><![CDATA[Monitor]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[You are an ITIL consultant and are defining a new process for Problem Management. Out of the following, which is the best Goal for this process?]]></q> <a><![CDATA[To facilitate proactive analysis of the IT Infrastructure and identify and correct potential
faults before they impact the user community.]]></a> <![CDATA[To minimise the impact of incidents and problems on the business by implementing changes to correct IT Infrastructure problems.]]> <c><![CDATA[To minimise the impact of incidents and problems on the business by ensuring the identification of a workaround as quickly as possible and storing the information of this workaround for future reference.]]></c> <d><![CDATA[To minimise the impact of incidents and problems on the business that stem from faults in the IT Infrastructure, and to prevent the reoccurrence of incidents related to these faults.]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Where would the following be documented? "The Project management package has 1 release every quarter, containing both defect fixes and upgrades."]]></q> <a><![CDATA[Release Schedule]]></a> <![CDATA[Release Policy ]]> <c><![CDATA[Release Processes]]></c> <d><![CDATA[Release Procedures]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[As a Network Manager, you are documenting the required level of service between your company and an external service provider. What is this document called?]]></q> <a><![CDATA[Operational Level Agreement]]></a> <![CDATA[ Service Catalogue]]> <c><![CDATA[Underpinning Contract ]]></c> <d><![CDATA[Service Level Agreement]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A user informs the Service Desk that response times are not within the levels laid down in service level agreements. The Service Desk will:]]></q> <a><![CDATA[Ask the caller to repeat the transaction concerned to see if the response time has improved. Incase the response time has improved, do not log as an incident]]></a> <![CDATA[log the incident and refer it to the problem manager since any breach of the SLA is a problem rather than an incident]]> <c><![CDATA[log the incident and pass it to the Service Level Manager for restoration, as it may be a breach of the agreement]]></c> <d><![CDATA[log the incident and seek diagnostic information]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[For which of the following actions is the Service Desk NOT responsible?]]></q> <a><![CDATA[Identifying the root cause of the failure]]></a> <![CDATA[The prioritization of the incoming calls]]> <c><![CDATA[The categorization of the incoming calls]]></c>
<d><![CDATA[The escalation of the incidents]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Your organisation has just entered into an IT Service Continuity agreement, which stipulates the recovery of your mission critical services at a third party facility in a timeframe of 2 days. Under lTlL guidelines what would you term this method of recovery?]]></q> <a><![CDATA[Gradual]]></a> <![CDATA[Quick]]> <c><![CDATA[Intermediate]]></c> <d><![CDATA[Immediate]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[An organization buys a fixed number of licenses of a financial software. A unique license file must be installed on each computer for the software to work correctly. Which process is responsible for ensuring that the right license file reaches its destination?]]></q> <a><![CDATA[Release Management]]></a> <![CDATA[Change Management]]> <c><![CDATA[Network Management]]></c> <d><![CDATA[Configuration Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[There is a Known Error and it is being resolved. The Service Desk has already been informed about the situation by Problem Management. If a user reports the same failure again, must the service desk register this as an incident?]]></q> <a><![CDATA[yes, the user may have diagnosed the situation wrongly]]></a> <![CDATA[yes, all reports must be registered as an incident]]> <c><![CDATA[no, the problem is known and doesnt have to be investigated]]></c> <d><![CDATA[no, as a known error has been identified]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[If a customer calls the Service Desk to report that he has forgotten his password, when is the priority of this incident decided for the first time?]]></q> <a><![CDATA[When the Service Desk logs the incident]]></a> <![CDATA[When the user's role is investigated ]]> <c><![CDATA[When the solution is known and can be implemented]]></c> <d><![CDATA[When the user is contacted for the second time]]></d> <ans>1</ans> </question> <question> <title> </title>
<q><![CDATA[On Friday evening Problem Management submits an urgent Request For Change (RFC) to the Change Manager. There's been a failure within the infrastructure of the production CRM System and a Change is required urgently to resume the Service. As time is limited, which of the following Change activities might you forego?]]></q> <a><![CDATA[Authorization]]></a> <![CDATA[Build]]> <c><![CDATA[Review]]></c> <d><![CDATA[Testing]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[An organization recognizes a need to improve its IT Recovery options and approaches another company which has the same technologies. They agree on an agreement to host each others services in the event of a disaster. What is the name given to this form of IT Recovery Option?]]></q> <a><![CDATA[Manual Workarounds]]></a> <![CDATA[Reciprocal Arrangements]]> <c><![CDATA[Gradual Recovery]]></c> <d><![CDATA[Intermediate Recovery]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Do you agree with this statement? - When staffing a Service Desk, you should employ only those individuals who demonstrate a very good level of technical expertise. While Customer Service skills (Soft Skills) are good they are not so important because these can be learned on the job. ]]></q> <a><![CDATA[Disagree]]></a> <![CDATA[Agree, if we are setting up a Virtual Service Desk]]> <c><![CDATA[Agree, if we are setting up a Centralized Service Desk]]></c> <d><![CDATA[Agree, if we are setting up an Expert Level Service Desk]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[An organization uses laptops from a few manufacturers. It is seen that laptops from one particular manufacturer exhibit some errors. A long term structural solution needs to be identified. Which of the following processes will help you apart from Incident management? ]]></q> <a><![CDATA[Change, Configuration, Release and Problem management]]></a> <![CDATA[Only Configuration, Problem and Release management]]> <c><![CDATA[Only Change and Release management]]></c> <d><![CDATA[Only Change, Release and Configuration management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A change has been introduced in a software package which was not tested adequately. This has resulted in malfunctioning of many other packages. The situation needs to be corrected very quickly. Which of the following is the correct approach for handling this error?]]></q> <a><![CDATA[The errors are reported and because the underlying cause is known, handled by change
management as an urgent request for change]]></a> <![CDATA[The errors are reported as problems at the Service desk and directly introduced as changes due to the urgent situation]]> <c><![CDATA[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]]></c> <d><![CDATA[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 a known error that can be corrected by raising a Request for change]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Customers find that during testing, the response time does not meet the time specified in the Service level requirement. Nevertheless they decide to introduce the new application. Who is responsible for seeking the underlying cause of this issue after go live?]]></q> <a><![CDATA[Problem Management]]></a> <![CDATA[Application development]]> <c><![CDATA[Availability management]]></c> <d><![CDATA[Service Level Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[The Service Level Manager requires confirmation that the internal Service Desk can answer Customer calls within 10 seconds. In which document are the Service Desk's agreement to this requirement recorded?]]></q> <a><![CDATA[Service Level Agreement]]></a> <![CDATA[An underpinning third party contract]]> <c><![CDATA[Operational Level Agreement]]></c> <d><![CDATA[Internal Specification Sheet]]></d> <ans>3</ans> </question>
<question> <title> </title> <q><![CDATA[To implement a new Service Desk management tool, the capacity of the Service Desk servers has to be extended. Who is responsible for managing the request for additional capacity?]]></q> <a><![CDATA[Capacity Manager]]></a> <![CDATA[Financial Manager]]> <c><![CDATA[Change Manager]]></c> <d><![CDATA[Service Level Manager]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A call centre services company is seeking to set its prices to match those of external suppliers selling comparable services. Which one of the following is the best approach for finalizing the prices?]]></q>
<a><![CDATA[Cost-plus]]></a> <![CDATA[Market rate]]> <c><![CDATA[Profitable]]></c> <d><![CDATA[The going rate that is agreed with Customers]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[In an IT Service Continuity plan, it is essential to prepare for a resumption of normal services after the disruption is over. Which of these is it essential to include in the section of the plan that deals with the resumption of normal services?]]></q> <a><![CDATA[A list of contacts for the emergency suppliers]]></a> <![CDATA[Bonus payments for staff involved in the disaster]]> <c><![CDATA[Creation of an updated version of the IT Service Continuity plan]]></c> <d><![CDATA[Removal of data from standby equipment]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following best describes a Business Case?]]></q> <a><![CDATA[A measurement of the expected benefit of an investment]]></a> <![CDATA[The use of experience to provide an approximate value for a cost or metric]]> <c><![CDATA[A decision support and planning tool used to predict consequences of business decisions]]></c> <d><![CDATA[The policy that governs the organizations approach to Information Security Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[The Problem Management process has discovered that a network is experiencing intermittent problems with performance. A change request has been submitted to replace the network server before it fails. What type of change does this scenario represent?]]></q> <a><![CDATA[Emergency change]]></a> <![CDATA[Service change]]> <c><![CDATA[Standard change]]></c> <d><![CDATA[Normal change]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[A new desktop image including standard applications has been approved and plans are being made to release the image to the live environment. What term best describes the desktop image?]]></q> <a><![CDATA[Release package]]></a> <![CDATA[Release Unit]]> <c><![CDATA[Software Package]]></c> <d><![CDATA[Deployment plan]]></d>
<ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which one of the following is an objective of establishing baseline for a process or service operation?]]></q> <a><![CDATA[To standardize operation]]></a> <![CDATA[To know the actual cost of services provided]]> <c><![CDATA[To define roles and responsibility clearly]]></c> <d><![CDATA[To compare later as it serves as a reference]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is NOT an objective of Service Operation?]]></q> <a><![CDATA[To ensure that services are designed to meet business needs through regression testing]]></a> <![CDATA[To deliver and support IT services]]> <c><![CDATA[To manage the technology used to deliver services]]></c> <d><![CDATA[To monitor the performance of technology and processes]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following statements is CORRECT about patterns of demand generated by the customers business?]]></q> <a><![CDATA[They are driven by patterns of business activity]]></a> <![CDATA[It is impossible to predict how they behave]]> <c><![CDATA[It is impossible to influence demand patterns]]></c> <d><![CDATA[They are driven by the delivery schedule generated by capacity management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which is the correct sequence of events in the selection of a technology tool?]]></q> <a><![CDATA[Select Product, Requirements, Selection Criteria, Evaluate Product]]></a> <![CDATA[Selection Criteria, Requirements, Evaluate Product, Select Product]]> <c><![CDATA[Requirements, Selection Criteria, Select Product, Evaluate Product]]></c> <d><![CDATA[Requirements, Selection Criteria, Evaluate Product, Select Product]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following types of metrics are defined in Continual Service Improvement (CSI)? 1. Process Metrics 2. Supplier Metrics 3. Service Metrics 4. Technology Metrics 5. Business Metrics]]></q> <a><![CDATA[1, 2 and 3]]></a> <![CDATA[2, 4 and 5]]>
<c><![CDATA[1, 3 and 4]]></c> <d><![CDATA[1, 2 and 4]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is a primary factor that helps in defining the priority of an incident? ]]></q> <a><![CDATA[The relative importance of the Incident based on impact and urgency]]></a> <![CDATA[The number of staff members assigned to work on the Incident to resolve it in time]]> <c><![CDATA[The escalation path to be followed to ensure the resolution of the incident]]></c> <d><![CDATA[None of the above]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following areas would technology help to support during the Service Design? 1. Hardware and Software design 2. Environmental design 3. Process design 4. Data design]]></q> <a><![CDATA[1, 3 and 4 only]]></a> <![CDATA[1, 2 and 3 only]]> <c><![CDATA[All of the above]]></c> <d><![CDATA[2, 3 and 4 only]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Business drivers and requirements for a new service should be considered during]]></q> <a><![CDATA[Review of the router operating system patches]]></a> <![CDATA[Review of the current capabilities of IT service delivery]]> <c><![CDATA[The Post Implementation Review (PIR) of a change]]></c> <d><![CDATA[Decommissioning legacy servers]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[As part of response to a customer request, you have identified three strategies given below. 1. Big bang vs. Phased 2. Push and Pull 3. Automated vs. Manual Under which process of ITIL V3, you will use these strategies?]]></q> <a><![CDATA[Incident Management]]></a> <![CDATA[Release and Deployment Management]]> <c><![CDATA[Service Asset and Configuration Management]]></c> <d><![CDATA[Service Catalogue Management]]></d> <ans>2</ans> </question>
<question> <title> </title> <q><![CDATA[Given below are the activities that various processes in ITIL V3.0 framework perform. Which of the following activities is performed as part of Service Level Management process?]]></q> <a><![CDATA[Design the configuration management system from a business perspective]]></a> <![CDATA[Create technology metrics to align with customer needs]]> <c><![CDATA[Create a customer facing service catalogue]]></c> <d><![CDATA[Train service desk on how to deal with customer complaints about service]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[For providing IT services to customer, you need to set policies and objectives. In which part of ITIL lifecycle you set the policies and objectives for providing services to customers?]]></q> <a><![CDATA[Service Strategy]]></a> <![CDATA[Service Strategy and Continual Service Improvement]]> <c><![CDATA[Service Strategy, Service Transition and Service Operation]]></c> <d><![CDATA[Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following statements about Supplier Management is CORRECT?]]></q> <a><![CDATA[Supplier Management ensures that suppliers meet business expectations]]></a> <![CDATA[Supplier Management maintains information in a Supplier and Contracts Database]]> <c><![CDATA[Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement]]></c> <d><![CDATA[All the above]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following describes the role of the Emergency Change Advisory Board (ECAB) in ITIL framework?]]></q> <a><![CDATA[To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods]]></a> <![CDATA[To assist the Change Manager in implementing emergency changes]]> <c><![CDATA[To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved]]></c> <d><![CDATA[To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is the characteristic of a process? 1. It must be measurable 2. It is timely 3. It delivers a specific product/service/result 4. It responds to
a specific event]]></q> <a><![CDATA[1, 3 and 4 only]]></a> <![CDATA[1, 2 and 4 only]]> <c><![CDATA[1, 3, and 4 only]]></c> <d><![CDATA[All of the above]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the below statements describe a Service Level Package the best?]]></q> <a><![CDATA[A definite level of utility and warranty associated with a core service package]]></a> <![CDATA[A description of customer requirements used to negotiate a Service Level Agreement]]> <c><![CDATA[A description of the value that the customer wants and for which they are willing to pay]]></c> <d><![CDATA[A document showing the Service Levels achieved during an agreed reporting period]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following purposes are achieved through Incident Management process in ITIL V3? ]]></q> <a><![CDATA[Reduce the cost of technology infrastructure by using cutting edge technology]]></a> <![CDATA[Restore the services to users as quickly as possible to reduce business impact]]> <c><![CDATA[Align people, process and tools for the delivery of service]]></c> <d><![CDATA[Enable users to resolve their problems themselves]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Analyzing and assessing risks is critical to respond to them effectively. In which of the following processes, risk assessment will not play a major role? ]]></q> <a><![CDATA[Service Level Management]]></a> <![CDATA[IT Service Continuity Management]]> <c><![CDATA[Change Management]]></c> <d><![CDATA[Availability Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Day-to-day maintenance of IT services is critical for their smooth functioning. Which of the following is an example where IT Services are involved to the maximum extent? ]]></q> <a><![CDATA[Customized Services]]></a> <![CDATA[Applications Development]]> <c><![CDATA[Service Support]]></c> <d><![CDATA[Service Delivery]]></d> <ans>3</ans> </question>
<question> <title> </title> <q><![CDATA[Identify which of the following statements is incorrect:]]></q> <a><![CDATA[SLA is a statement between the IT Service Provider and the customer]]></a> <![CDATA[A single SLA may cover multiple IT Services or multiple customers]]> <c><![CDATA[The SLA specifies the IT Service and documents the Service level targets]]></c> <d><![CDATA[SLA is applicable only for projects involving high cost]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which phase of Service Portfolio Management helps in identifying the opportunity cost of the existing portfolio?]]></q> <a><![CDATA[Define]]></a> <![CDATA[Charter]]> <c><![CDATA[Approve]]></c> <d><![CDATA[Analyze]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[DSG corporation has decided to plunge into Brazil market. What technique would help them quantify the value of their decision?]]></q> <a><![CDATA[Demand Management]]></a> <![CDATA[Return on Investment]]> <c><![CDATA[Service Management]]></c> <d><![CDATA[Root Cause Analysis]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which process provides guidance on how to design, develop and implement service management?]]></q> <a><![CDATA[Service Portfolio]]></a> <![CDATA[Market Analysis]]> <c><![CDATA[Service Strategy]]></c> <d><![CDATA[Service Transition]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which process of the LifeCycle focuses on Service Portfolio Management, Demand Management & Finance Management?]]></q> <a><![CDATA[Service Strategy]]></a> <![CDATA[Service Operations ]]> <c><![CDATA[Continuous Service Improvement]]></c> <d><![CDATA[Service Transition]]></d>
<ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which phase of the LifeCycle ensures that all the needs of the business within strategic guidelines are adhered to?]]></q> <a><![CDATA[Service Strategy]]></a> <![CDATA[Service Operations]]> <c><![CDATA[Service Design]]></c> <d><![CDATA[Service Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Service transition capabilities are determined by :]]></q> <a><![CDATA[Service Design and operation capabilities]]></a> <![CDATA[Service execution capabilities]]> <c><![CDATA[Market Analysis and Competitors]]></c> <d><![CDATA[Service Portfolio and Financial capabilities]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which are the two processes in Service Strategy that provide the high level expectations and direction of the service provider to the other delivery teams and functions?]]></q> <a><![CDATA[Service Portfolio & Demand Management]]></a> <![CDATA[Demand Management & Financial Management]]> <c><![CDATA[Service Strategy & Service Economics]]></c> <d><![CDATA[Service Portfolio & Financial Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which process spans across all the processes of the lifecycle?]]></q> <a><![CDATA[Service Strategy]]></a> <![CDATA[Continuous Service Improvement]]> <c><![CDATA[Service Operations]]></c> <d><![CDATA[Service Design]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Ensuring contingency to support the service during major failures is refered to as:]]></q> <a><![CDATA[Availability]]></a> <![CDATA[Continuity]]> <c><![CDATA[Capacity]]></c> <d><![CDATA[None of the above]]></d>
<ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Bundles of service assets that specialize in creating value in the form of services are known as:]]></q> <a><![CDATA[Service Units]]></a> <![CDATA[Service Elements]]> <c><![CDATA[Service Activities]]></c> <d><![CDATA[Service Providers]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA["Warranty of Service" does not relate to which of the following:]]></q> <a><![CDATA["Is Fit for Use"]]></a> <![CDATA[Assurance that service is available when needed]]> <c><![CDATA[How it is delivered?]]></c> <d><![CDATA["Is Fit for Purpose"]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[The term "Emergent Strategy" refers to which of the Four P's of Service Strategy?]]></q> <a><![CDATA[Plan]]></a> <![CDATA[Pattern]]> <c><![CDATA[Position ]]></c> <d><![CDATA[Perspective]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Service Economics deals with which of the following: A) Financial Management B) Demand Management C) KPIs D) Return on Investment]]></q> <a><![CDATA[A, B & D]]></a> <![CDATA[A & D]]> <c><![CDATA[A & B ]]></c> <d><![CDATA[A, B & C]]></d> <ans>1</ans> </question>
<question> <title> </title> <q><![CDATA[Payroll is an example of which kind of sourcing?]]></q> <a><![CDATA[Insourcing]]></a> <![CDATA[Business Process Outsourcing]]>
<c><![CDATA[Co-sourcing]]></c> <d><![CDATA[Multi-sourcing]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which type of sourcing includes the consumption of services from the Application Service Providers?]]></q> <a><![CDATA[Outsourcing]]></a> <![CDATA[Business Process Outsourcing]]> <c><![CDATA[Insourcing]]></c> <d><![CDATA[Knowledge Process Outsourcing]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is not part of Service Design Processes?]]></q> <a><![CDATA[Release Management]]></a> <![CDATA[Capacity Management]]> <c><![CDATA[Service Catalogue Management]]></c> <d><![CDATA[Supplier Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following process negotiates, agrees and documents appropriate IT Service targets?]]></q> <a><![CDATA[Service Catalogue Management]]></a> <![CDATA[Supplier Management]]> <c><![CDATA[Capacity Management]]></c> <d><![CDATA[Service Level Management]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which process helps improve relationship & communication with customer and business?]]></q> <a><![CDATA[Service Level Management]]></a> <![CDATA[Information Security Management]]> <c><![CDATA[Service Catalogue Management]]></c> <d><![CDATA[IT Service Continuity Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Email service in an organization represents which kind of SLA Structure?]]></q> <a><![CDATA[Service Based SLA]]></a> <![CDATA[Customer Based SLA]]>
<c><![CDATA[Multi - Level SLA]]></c> <d><![CDATA[Corporate Level SLA]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following four types of metrics can be used to measure the capability and performance of processes? A) Progress B) Compliance C) Effectiveness D) Efficiency]]></q> <a><![CDATA[A, B & D]]></a> <![CDATA[C & D]]> <c><![CDATA[B, C & D]]></c> <d><![CDATA[A, B , C & D]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which phase handles the Overall Health of the ITIL system?]]></q> <a><![CDATA[Service Strategy]]></a> <![CDATA[Continual Service Improvement]]> <c><![CDATA[Service Design]]></c> <d><![CDATA[Service Operations]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[In order of phases of the LifeCycle, which is the 3rd phase of the ITIL LifeCycle?]]></q> <a><![CDATA[Continual Service Improvement]]></a> <![CDATA[Service Operations]]> <c><![CDATA[Service Strategy]]></c> <d><![CDATA[Service Transition]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which phase in the ITIL Lifecycle is responsible for "Business as usual" activities?]]></q> <a><![CDATA[Service Design]]></a> <![CDATA[Service Transition]]> <c><![CDATA[Service Operations]]></c> <d><![CDATA[Continual Service Improvement]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[How many phases does the ITIL Lifecycle have?]]></q> <a><![CDATA[5]]></a> <![CDATA[3]]>
<c><![CDATA[6]]></c> <d><![CDATA[7]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is NOT an input for Step 1 of the 7-Step Improvement Process?]]></q> <a><![CDATA[Service Catalogue]]></a> <![CDATA[Procedures]]> <c><![CDATA[Balanced Scorecard]]></c> <d><![CDATA[Vision and Mission Statements]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[The question "Where are we now?" refers to ]]></q> <a><![CDATA[Baseline Assessment]]></a> <![CDATA[Measurable Targets]]> <c><![CDATA[Measurements & Metrics]]></c> <d><![CDATA[Service & Process Improvements]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[A database or structured document which contains details of only the live IT services, including those being prepared for deployment is known as]]></q> <a><![CDATA[Service Catalogue]]></a> <![CDATA[Service Design]]> <c><![CDATA[Service Agreement]]></c> <d><![CDATA[Service Portfolio]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Maintaining consistency between Service Catalogue and Service Portfolio is the objective of]]></q> <a><![CDATA[Service Portfolio Management]]></a> <![CDATA[Service Strategy]]> <c><![CDATA[Service Catalogue Management]]></c> <d><![CDATA[Demand Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following are the process activities of Service Catalogue Management? A) Interfacing with Service Portfolio Management B) Interfacing with Business and IT Service Continuity Management C) Interfacing with Business Relationship Management and
Service Level Management D) Interfacing with support teams, suppliers and CMS]]></q> <a><![CDATA[A, B & D]]></a> <![CDATA[A, C, D]]> <c><![CDATA[A, B, & C]]></c> <d><![CDATA[All of the above]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which aspect of the Service Catalogue Management is the Customer View of the Service Catalogue?]]></q> <a><![CDATA[Technical Service Catalogue]]></a> <![CDATA[Business Service Catalogue]]> <c><![CDATA[Relationship Service Catalogue]]></c> <d><![CDATA[Client Service Catalogue]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A Service Catalogue must cover two aspects so as to satisfy all the stakeholders requirements. Which of the following aspects of the Service Catalogue underpins the Business Service Catalogue and does not form part of the customer view?]]></q> <a><![CDATA[Relationship Service Catalogue]]></a> <![CDATA[Support Service Catalogue]]> <c><![CDATA[Target Service Catalogue]]></c> <d><![CDATA[Technical Service Catalogue]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Verification and audit are part of which of the following ITIL processes? ]]></q> <a><![CDATA[Service Design]]></a> <![CDATA[Service Operation]]> <c><![CDATA[Service Strategy]]></c> <d><![CDATA[Service Transition]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is not a process output of Availability Management?]]></q> <a><![CDATA[Unavailability and failure information: from incidents and problems]]></a> <![CDATA[Project service outage (PSO) in conjunction with Change and Release]]> <c><![CDATA[Proactive availability measures and techniques]]></c> <d><![CDATA[Monitoring, management and reporting requirements for IT Services]]></d> <ans>1</ans> </question> <question> <title> </title>
<q><![CDATA["The ability of a component or service to return to a state in which the desired functionality will be provided again" is refered to as ]]></q> <a><![CDATA[Resilience]]></a> <![CDATA[Serviceability]]> <c><![CDATA[Reliability]]></c> <d><![CDATA[Maintainability]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is NOT a technique of Availability Management?]]></q> <a><![CDATA[Component Failure Impact Analysis]]></a> <![CDATA[Risk Analysis]]> <c><![CDATA[Fault Tree Analysis]]></c> <d><![CDATA[Service Failure Analysis]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following techniques will help you determine the chain of events that lead to a problem?]]></q> <a><![CDATA[Component Failure Impact Analysis]]></a> <![CDATA[Risk Analysis]]> <c><![CDATA[Fault Tree Analysis]]></c> <d><![CDATA[Service Failure Analysis]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[What does the term "Resilience" relate to?]]></q> <a><![CDATA[Ability of a component or service to return to a state in which its desired functionality will be provided again]]></a> <![CDATA[Ability of a component or service to keep running when one or more components have failed]]> <c><![CDATA[Ability of a component to deliver desired functionality for a given period of time and under certain circumstances]]></c> <d><![CDATA[Ability of a component or service to perform its required function at a stated instant or over a stated period of time]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Identify the correct sequence of the Incident LifeCycle.]]></q> <a><![CDATA[Detection - Repair - Diagnosis - Recovery - Restoration]]></a> <![CDATA[Detection - Repair - Diagnosis - Restoration - Recovery]]> <c><![CDATA[Detection - Diagnosis - Repair - Recovery - Restoration]]></c> <d><![CDATA[Diagnosis - Detection - Repair - Recovery - Restoration]]></d> <ans>3</ans> </question>
<question> <title> </title> <q><![CDATA[The time at which the normal business service is resumed is known as]]></q> <a><![CDATA[Incident Recovery]]></a> <![CDATA[Incident Repair]]> <c><![CDATA[Incident Restoration]]></c> <d><![CDATA[Incident Diagnosis]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is the right way to find the availability of the service? ]]></q> <a><![CDATA[(Agreed Service Time - Uptime) / Agreed Service Time ]]></a> <![CDATA[(Agreed Service Time - Downtime) / Agreed Service Time ]]> <c><![CDATA[(Agreed Service Time - Uptime) / Uptime]]></c> <d><![CDATA[(Agreed Service Time - Downtime) / Downtime]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Over a period of 2 weeks, the Services of DSG Network were available with a downtime of 2 hours. What is the availability in %?]]></q> <a><![CDATA[0.9888]]></a> <![CDATA[0.98]]> <c><![CDATA[0.9925]]></c> <d><![CDATA[0.01]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is one of the Key Performance Indicators of Availability Management?]]></q> <a><![CDATA[Satisfy business needs to access IT services]]></a> <![CDATA[Manage availability and reliability of IT service]]> <c><![CDATA[Availability of IT infrastructure at optimum costs]]></c> <d><![CDATA[All of the above]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Ensuring that the services of IT infrastructure are provided as per the Service Level Agreement and maintaining optimum cost. It is a critical success factor for the ________ process.]]></q> <a><![CDATA[Capacity Management]]></a> <![CDATA[Service Level Management]]> <c><![CDATA[Availability Management]]></c> <d><![CDATA[Supplier Management]]></d>
<ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following are the objectives of Information Security Management? A) Availability B) Confidentiality C) Resilience D) Integrity]]></q> <a><![CDATA[A, B & C]]></a> <![CDATA[A, C & D]]> <c><![CDATA[A, B & D]]></c> <d><![CDATA[All of the above]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA["Reduction in MTRS and improvement in MTBF" is one of the Key Performance Indicators of which of the following?]]></q> <a><![CDATA[Capacity Management]]></a> <![CDATA[Service Level Management]]> <c><![CDATA[Availability Management]]></c> <d><![CDATA[Supplier Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Authenticity & Non Repudiation is one of the objectives of ]]></q> <a><![CDATA[Supplier Management]]></a> <![CDATA[Service Level Management]]> <c><![CDATA[Information Security Management]]></c> <d><![CDATA[Capacity Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[When the information is complete, accurate and protected, it is known as]]></q> <a><![CDATA[Confidentiality]]></a> <![CDATA[Authenticity]]> <c><![CDATA[Non-Repudiation]]></c> <d><![CDATA[Integrity]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[How many elements does the ISM - Security Framework have?]]></q> <a><![CDATA[5]]></a> <![CDATA[6]]> <c><![CDATA[4]]></c> <d><![CDATA[7]]></d>
<ans>1</ans> </question> <question> <title> </title> <q><![CDATA["Establish Framework" is the objective of which element of the ISM Security Framework?]]></q> <a><![CDATA[Plan]]></a> <![CDATA[Monitor]]> <c><![CDATA[Control]]></c> <d><![CDATA[Maintain]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is NOT a Process Output for ISM?]]></q> <a><![CDATA[Security Management Policy]]></a> <![CDATA[Corporate Governace and Security policies]]> <c><![CDATA[Policies, procedures & processes for managing suppliers]]></c> <d><![CDATA[Security Audits and Audit reports]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[In ISM, when a threat materializes it is known as a Security _________.]]></q> <a><![CDATA[Incident]]></a> <![CDATA[Lapse]]> <c><![CDATA[Damage]]></c> <d><![CDATA[Issue]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[When the access of a confined area is provided to a restricted or limited group it is a ]]></q> <a><![CDATA[Corrective Measure]]></a> <![CDATA[Reductive Measure]]> <c><![CDATA[Preventive Measure]]></c> <d><![CDATA[None of the above]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following controls can be exercised between the duration of a Threat and Incident A) Repression B) Reduction C) Prevention D) Corrective]]></q> <a><![CDATA[A & B]]></a> <![CDATA[B & D]]> <c><![CDATA[C & D]]></c> <d><![CDATA[B & C]]></d>
<ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following are the objectives of Capacity Management? A) Assist with diagnosis & resolution of related incidents and problems B) Manage relationships and performance with suppliers C) Assess the impact of all changes on capacity plan D) Help implement proactive & cost justifiable measures to improve performance of services]]></q> <a><![CDATA[A, B, C]]></a> <![CDATA[A, C, D]]> <c><![CDATA[B, C , D]]></c> <d><![CDATA[All of the above]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which is the right sequence of the Capacity Management Process Activities? A) Plan New Capacity B) Improve current service and component capacity C) Review current capacity and performance D) Assess, agree & document new requirements & capacity]]></q> <a><![CDATA[A- B - C - D]]></a> <![CDATA[C - A - D - B]]> <c><![CDATA[C - D - A - B]]></c> <d><![CDATA[C - B - D - A]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which sub-process of Capacity Management is responsible for identifying new requirements and agreeing to Service Level Requirements?]]></q> <a><![CDATA[Business Capacity Management]]></a> <![CDATA[Resource Capacity Management]]> <c><![CDATA[Component Capacity Management]]></c> <d><![CDATA[Service Capacity Management]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Identify the right match A)Business Capacity Management I) Focus on delivery of existing business services that support the business B)Component Capacity Management II) Focus on current and future resources C) Service Capacity Management III) Focus on technology ]]></q> <a><![CDATA[A - I, B - II, C - III]]></a> <![CDATA[A - II, B - III, C - I]]> <c><![CDATA[A - III, B - II, C - I]]></c> <d><![CDATA[A - III, B - I, C - II]]></d> <ans>2</ans> </question>
<question> <title> </title> <q><![CDATA[Which of the following is NOT one of the iterative activities of Capacity Management? ]]></q> <a><![CDATA[Monitoring]]></a> <![CDATA[Identifying]]> <c><![CDATA[Tuning]]></c> <d><![CDATA[Analysis]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Queue Lengths is an example which of the iterative activities of Capacity Management?]]></q> <a><![CDATA[Monitoring]]></a> <![CDATA[Identifying]]> <c><![CDATA[Tuning]]></c> <d><![CDATA[Analysis]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which sub-process of Capacity Management works on understanding new technology and assesses how the technology can help meet business requirements?]]></q> <a><![CDATA[Business Capacity Management]]></a> <![CDATA[Asset Capacity Management]]> <c><![CDATA[Component Capacity Management]]></c> <d><![CDATA[Service Capacity Management]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which activity helps in estimating the resource requirements to support a new application or proposed application change to ensure that it meets the required service level?]]></q> <a><![CDATA[Modeling]]></a> <![CDATA[Application Sizing]]> <c><![CDATA[Demand Management]]></c> <d><![CDATA[Trend Analysis]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Name the activity that helps predict the behaviour of IT Services under a given set of conditions.]]></q> <a><![CDATA[Modeling]]></a> <![CDATA[Application Sizing]]> <c><![CDATA[Demand Management]]></c> <d><![CDATA[Trend Analysis]]></d>
<ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is one of the inputs of Capacity management?]]></q> <a><![CDATA[Capacity Plan]]></a> <![CDATA[Thresholds, alerts and events]]> <c><![CDATA[Configuration Management System]]></c> <d><![CDATA[Workload analysis and reports]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[A connected series of actions performed by agents with the intent of achieving a goal is known as:]]></q> <a><![CDATA[Process]]></a> <![CDATA[Function]]> <c><![CDATA[Project]]></c> <d><![CDATA[Program]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Deming's cycle helps improve the quality of processes. Which of the following is the correct representation of sequence of steps in Deming Cycle?]]></q> <a><![CDATA[Check - Do - Act - Plan]]></a> <![CDATA[Plan - Do - Check - Act]]> <c><![CDATA[Do - Plan - Act - Check]]></c> <d><![CDATA[Act-Check-Do-Plan]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following are characteristics of a Process? A) Measurable B) Have specific results C) Have customers D) Respond to specific events]]></q> <a><![CDATA[A, B & D]]></a> <![CDATA[A & B]]> <c><![CDATA[All]]></c> <d><![CDATA[A & C]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Access Management, Request Fulfillment, Problem Management, Incident Management and Event Management are part of which core process of ITIL :]]></q> <a><![CDATA[Service Operations]]></a> <![CDATA[Service Transition]]> <c><![CDATA[Service Design]]></c>
<d><![CDATA[Service Strategy]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Satyam is providing human resources to manage the operations of 24x7 help desk of a financial services organization. Providing this capability or resources from Satyam is known as a :]]></q> <a><![CDATA[Service Methodology]]></a> <![CDATA[Service Asset]]> <c><![CDATA[Service Maturity]]></c> <d><![CDATA[Service Strategy]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[The term "Shared Service Unit" refers to which type of service provider?]]></q> <a><![CDATA[Type I]]></a> <![CDATA[Type II]]> <c><![CDATA[Type III]]></c> <d><![CDATA[Type IV]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following defines Service Pipeline?]]></q> <a><![CDATA[Sequence flow of activities]]></a> <![CDATA[Detailed flow-chart of task responsible resources]]> <c><![CDATA[List of services under development for a given market / customer segment]]></c> <d><![CDATA[Detailed flow of all the activities completed to achieve the desired outcome]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Financial Management is a critical input for :]]></q> <a><![CDATA[Demand Modeling]]></a> <![CDATA[Demand Management]]> <c><![CDATA[Demand Analysis]]></c> <d><![CDATA[Demand Forecast]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[What is a Business Case?]]></q> <a><![CDATA[Analysis tool]]></a> <![CDATA[Decision Support tool]]> <c><![CDATA[Decision Support & Analysis tool]]></c> <d><![CDATA[None of the above]]></d>
<ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following aspects does the Business Case cover: A) Methods and assumptions B) Business impacts C) Risks and contingencies D) References]]></q> <a><![CDATA[A,B, C & D]]></a> <![CDATA[A, B & C]]> <c><![CDATA[A & D]]></c> <d><![CDATA[A, C & D]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Developing skills and capabilities within IT is the objective of :]]></q> <a><![CDATA[Service Strategy]]></a> <![CDATA[Service Operations]]> <c><![CDATA[Service Management]]></c> <d><![CDATA[Service Design]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is the primary focus of Service Design? ]]></q> <a><![CDATA[Demand Modeling]]></a> <![CDATA[Pre-program ROI]]> <c><![CDATA[Identifying and managing risks before moving to live environment]]></c> <d><![CDATA[Performance Anatomy]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following factors will help the most in determining Availability in IT Services context? ]]></q> <a><![CDATA[Reliability]]></a> <![CDATA[Profitability]]> <c><![CDATA[Designability]]></c> <d><![CDATA[All of the above]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which service represents the current contractual commitments, new service development and ongoing service improvement plans initiated by continual service improvement?]]></q> <a><![CDATA[Service Design]]></a> <![CDATA[Service Process]]> <c><![CDATA[Service Contracts]]></c> <d><![CDATA[Service Portfolio]]></d>
<ans>4</ans> </question> <question> <title> </title> <q><![CDATA[The Service Design activity is instigated when :]]></q> <a><![CDATA[Change is significant]]></a> <![CDATA[Organization is large]]> <c><![CDATA[A change has to be initiated]]></c> <d><![CDATA[The organization is process compliant]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Technique for Retroactively analyzing an investment in Service Management is called:]]></q> <a><![CDATA[Notional Charging]]></a> <![CDATA[Post-Programme ROI]]> <c><![CDATA[Business Case]]></c> <d><![CDATA[KPIs]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Service Pipeline refers to which phase of Service Portfolio?]]></q> <a><![CDATA[Retired Services]]></a> <![CDATA[Proposed or in Development Services]]> <c><![CDATA[Live or services that are available for Deployment]]></c> <d><![CDATA[All of the above]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which legal document specifies the terms and conditions based on which value is delivered to customers through services?]]></q> <a><![CDATA[Process Document]]></a> <![CDATA[Agreement]]> <c><![CDATA[Contract]]></c> <d><![CDATA[Warranty ]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Internal Sourcing is a term used in conjunction with the:]]></q> <a><![CDATA[Type I Service Provider]]></a> <![CDATA[Type II Service Provider]]> <c><![CDATA[Type III Service Provider]]></c> <d><![CDATA[None of the above]]></d>
<ans>1</ans> </question> <question> <title> </title> <q><![CDATA[The Continual Service Improvement process DOES NOT consist of ]]></q> <a><![CDATA[Service Reporting]]></a> <![CDATA[7-step improvement process]]> <c><![CDATA[Managed Services]]></c> <d><![CDATA[Service Measurement]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[The customer perspective of the service is referred to as : ]]></q> <a><![CDATA[Value Composition]]></a> <![CDATA[Value Proposition]]> <c><![CDATA[Value Extraction]]></c> <d><![CDATA[Value Creation]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following are part of the 4Ps of Service Strategy: A) Perspective B) Position C) Plan D) Pattern]]></q> <a><![CDATA[A & D]]></a> <![CDATA[All of the above]]> <c><![CDATA[A, B & C]]></c> <d><![CDATA[B, C & D]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[Which of the following is the correct sequence of the ITIL Lifecycle?]]></q> <a><![CDATA[Service Strategy - Service Operations - Service Design - Service Transition - Continual Service Improvement]]></a> <![CDATA[Service Transition - Service Design - Service Strategy - Service Operations - Continual Service Improvement]]> <c><![CDATA[Service Strategy - Service Design - Service Transition - Service Operations - Continual Service Improvement]]></c> <d><![CDATA[Service Strategy - Service Transition - Continual Service Improvement - Service Design Service Operations]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[Which type of a service provider is an "Open market" provider?]]></q> <a><![CDATA[Type I]]></a> <![CDATA[Type II]]>
<c><![CDATA[Type III]]></c> <d><![CDATA[Type IV]]></d> <ans>3</ans> </question> <question> <title> </title> <q><![CDATA[The success of the Service Provider Type - I is measured by]]></q> <a><![CDATA[Operational Effectiveness]]></a> <![CDATA[Revenues & Profits]]> <c><![CDATA[Market Capitalization]]></c> <d><![CDATA[the Error Report]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA[For which type of Service Provider security is the main concern?]]></q> <a><![CDATA[Type IV]]></a> <![CDATA[Type III]]> <c><![CDATA[Type II]]></c> <d><![CDATA[Type I]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[A potential cause of an unwanted incident, which may result in harm to system or organization is referred to as:]]></q> <a><![CDATA[Vulnerability]]></a> <![CDATA[Threat]]> <c><![CDATA[Risk]]></c> <d><![CDATA[Issue]]></d> <ans>2</ans> </question> <question> <title> </title> <q><![CDATA[As part of Service Strategy an "Influence Perspective" is a:]]></q> <a><![CDATA[Bottom - Up Approach]]></a> <![CDATA[Balanced Approach]]> <c><![CDATA[Top - Down Approach]]></c> <d><![CDATA[Sequenced Approach]]></d> <ans>1</ans> </question> <question> <title> </title> <q><![CDATA["Defining Market" is part of which stage of the Service Lifecycle?]]></q> <a><![CDATA[Service Design]]></a> <![CDATA[Service Strategy]]> <c><![CDATA[Service Transition]]></c> <d><![CDATA[Service Operations]]></d>
<ans>2</ans> </question> <question> <title> </title> <q><![CDATA["Service Economics" deals with which of the following:]]></q> <a><![CDATA[Demand Management]]></a> <![CDATA[Return on Investment]]> <c><![CDATA[Service Portfolio Management]]></c> <d><![CDATA[All of the above]]></d> <ans>4</ans> </question> <question> <title> </title> <q><![CDATA[The management of XYZ organization has decided that each request for an installation of a new workstation is handled with optimum efficiency and effectiveness. Identify the ITIL process which can attain the preferred outcome.]]></q> <a><![CDATA[Change Management]]></a> <![CDATA[Problem Management]]> <c><![CDATA[Service Level Management]]></c> <d><![CDATA[Customer Liaison]]></d> <ans>1</ans> </question> </quiz>

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