ITIL Mock Exam (Free)

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Shareware - Mock Exams - Foundation - Mock Exam 2

DIGANO - Mock Exam -2-

Information Technology Infrastructure Library (ITIL) - Mock EXAM #2.04

This exam is not an existing APMG, ISEB or EXIN mock exam!

Feel free to take this test and contact me if you've got any questions. A score of 26 or more equals a pass, less equals a fail.

As a "non-training" organisation you have permission to use these questions in your own environment as long as you acknowledge the contents coming from DIGANO by using the following sentence in any printed or published reproduction of this mock exam:

"Reproduced with permission - (c) DIGANO 2007 - http://www.digano.com - Making a Difference"

Q1.	What type of skills should individuals optimally have to work in an ITIL Service Desk environment?

	Technology skills
	People skills
	Technology skills with some people skills
	People skills with some technology skills

Q2.	What does the acronym ITIL stand for?

	Information Technology Infrastructure Library
	Information Technology Infrastructure Lessons
	Infrastructure Technology Information Library
	Information Technology Individual Library

Q3.	What does MTTR represent?

	Average uptime
	Average downtime
	Average time between two system Incidents
	Average time between two service Incidents

Q4.	Which are two recognised modelling techniques?

	Demand management and application sizing
	Analytical modelling and application sizing
	Simulation and trend analysis
	Demand management and prototyping

Q5.	Organisation "Dump'A'Car" is specialised in recycling old-cars. They run a number of applications in-house on five Microsoft 2003 Servers. These applications are used by the internal Users and Customers. The support for the applications is provided from the internal Service Desk, known by all users as "Call 777 and you end-up in Heaven!". What type of document will exist between internal second levels support teams and the Service Desk?

	A Service Level Agreement
	An Operational Level Agreement
	A Contract
	An Underpinning Contract

Q6.	What type of Changes will the CAB normally assess?

	Standard Changes
	Significant Changes
	Major Changes
	Emergency Changes

Q7.	Organisation "We'll buy Everything" has just received 40 new desktops they had ordered 3 weeks earlier. What process has been responsible to approve the roll-out of these new desktops?

	Change Management
	Configuration Management
	Problem Management
	Release Management

Q8.	Organisation "Nuclear Planet" is a large provider of energy to businesses and households. They have become increasingly dependent on their IT Infrastructure. In the case of a disaster (other then a meltdown) systems will need to be online again within 24 hours. What processes have definitely been involved in assessing the risks?

	Change Management and Configuration Management
	Financial Management and Change Management
	Availability Management and IT Service Continuity Management
	Availability Management and Capacity Management

Q9.	Every time when Susan (the database administrator) checks the HR database, some records seem to be missing. After some further investigation it looks like someone has been accessing the data without proper authorisation. We seem to have a/an _____ issue.

	Availability
	Integrity
	Stability
	Confidentiality

Q10.	The marketing business unit is running low in "Why-U-want-Us" licenses and ponders over the question whether or not to invest in additional licenses. For now there is a more immediate issue that needs to be resolved, as not everyone can use the application. What activity should kick in?

	Application Sizing
	Modelling
	Demand Management
	Risk Assessment

Q11.	What Problem Management activity will have RFCs as main output?

	Problem Control
	Error Control
	ProActive Problem Management
	Major Incident/Problem Review

Q12.	Levitt - a smart marketing guru has identified the following four service levels: Generic, Expected, Exceeded and Exceptional. What level will Service Level Management aim for?

	Generic - as this is the cheapest option and will suit all Customers.
	Expected - as this is the cheapest option and will suit all Customers.
	Exceeded - as this is the cheapest option and will suit all Customers.
	None of the above.

Q13.	What describes the relationship between the CMDB and the financial asset register most closely?

	There is no relationship
	The CMDB is a subset of the financial asset register
	The CMDB and the financial asset register have overlap
	They are the same

Q14.	The DHS and the DSL are used to

	Store all logical software items
	Store all physical software items
	Create a managed environment of logical items
	Create a managed environment of physical items

Q15.	An "uplift" factor is used to

	Allocate direct absorbed costs
	Allocate indirect unabsorbed costs
	Allocate direct unabsorbed costs
	Allocate indirect absorbed costs

Q16.	Often, releasing a new Standard Operating Environment will result in _____

	A delta release
	A full release
	A package release
	A standard release

Q17.	System 'Donald-Duck' one of the primary trading systems has just lost one of its hard disks. It automatically recovered from this fault, a hot-spare kicked in instantaneously. What terminology does ITIL use?

	Availability
	Reliability
	Resilience
	Maintainability

Q18.	What is according to ITIL the definition of a Root Cause?

	The item identified being the underlying cause of the Problem identified
	A fault identified within the Infrastructure
	A known error identified as the root cause of one or more Incidents
	The unknown (undiagnosed) underlying cause of one or more Incidents

Q19.	A senior manager starts to complain that the Incidents are not resolved within agreed times. The Service Desk analyst contacts the Service Desk supervisor so the issue can be resolved appropriately. What form of escalation is involved here?

	formal escalation
	functional escalation
	hierarchical escalation
	operational escalation

Q20.	Deming - one of the people behind the philosophy of TQM (Total Quality Management) uses a cyclic model with four recognised stages. What is the right sequence of these stages?

	Plan - Do - Review - Check
	Do - Check - Plan - Act
	Plan - Do - Check - Act
	Do - Check - Act - Plan

Q21.	Which of the following concepts is not part of Availability Management?

	Serviceability
	Maintainability
	Security
	Application Sizing

Q22.	A service desk analyst just received the following call: "My business unit is interested in some training for the new project management application that was installed last month. Would you be able to organise a training course for us?" What type of event(s) do we seem to have here?

	An Incident
	An Incident leading into a Service Request
	A Request for Change
	A standard Report event

Q23.	What document will list the Services currently provided to the Customers?

	Service Level Agreement
	Service Level Requirements
	Services Catalogue
	Services Contract

Q24.	Which sequence is a likely sequence to be found when following ITIL?

	Incident - Problem - Known Error - Root Cause - Release - RFC
	Problem - Root Cause - Incident - RFC - Release - Known Error
	RFC - Incident - Root Cause - Known Error - Problem - Release
	Incident - Problem - Root Cause - Known Error - RFC - Release

Q25.	Tom, one of the network engineers, has just created a document that visually represents the type of Changes and the date and time of when these Changes will be implemented. What type of document has Tom created according to ITIL?

	An RFC document
	An FSC document
	An SFC document
	A PSA document

Q26.	Which is not normally considered a Configuration Item?

	A purchase order form
	A centralised data-centre
	A Local Area Network
	A Service Level Agreement

Q27.	The underlying reason of a Problem has been successfully diagnosed and a faulty router has been pinpointed as the source of all trouble. What do we have here according to ITIL?

	An Incident
	A Problem
	A Release
	A Root Cause

Q28.	What technology is not likely to be used within a Service Desk environment?

	IVR
	ACD
	VRU
	KPI

Q29.	The CMDB is a logical database that contains the information relating to CIs. The DHS is another database used within ITIL. How do we link these two databases with each other?

	Via pointers and attributes
	Via pointers and location
	Via the status field
	Via the status field and attributes

Q30.	What will be the optimal availability that we can provide to a Customer based upon the following results? workstation (98%) - link (97%) - router (99%) - WAN (99.95%) - router (98%) - link (97.8%) - server (99.2%)

	97%
	98%
	The product of all percentages
	99.95%

Q31.	A virus has been detected on one of the workstations. The site where this has happened is immediately disconnected from the outside world to prevent further contamination. The action taken is referred to as:

	Detection
	Prevention
	Repression
	Correction

Q32.	Company "Brick-a-Brack" has decided to charge back for its Services that it delivers to its internal business units. The new charges will be based upon a negotiated price per business unit. We're talking _____ here.

	Cost price
	Going rate price
	Fixed price
	Market price

Q33.	Some of the hard disks of company "Brick-a-Brack" are running low in available hard disk space. Compression of all files has been identified as a possible short-term solution. What activity has been responsible to provide this information?

	Modelling
	Demand Management
	Application Sizing
	Iterative Activities

Q34.	Security Management has a close relationship with:

	Availability Management
	Service Support processes
	Service Delivery processes
	Service Management processes

Q35.	All Service Delivery processes have "plans" as one of their key outputs. These plans typically provide the current status of the ICT Infrastructure, but also predict the future status of the ICT Infrastructure. What timescale do these plans typically use to look and predict into the future.

	3 months
	6 months
	1 year
	2 years

Q36.	Where is a "Post Implementation Review" typically performed?

	Incident Management
	Problem Management
	Change Management
	Release Management

Q37.	The Change Manager typically approves minor Changes him or herself. The Change Manager is referred to as the _____:

	Change Model
	Change Authority
	Change Category
	Change Approver

Q38.	Charging is a sensitive topic in an environment with _____:

	tied Customers
	untied Customers
	fixed Customers
	unfixed Customers

Q39.	When the Service Desk records an Incident they will typically have to check whether or not a workaround or Known-Error or Problem Record already exists. This activity is referred to as:

	Incident Checking
	Incident Classification
	Incident Prioritisation
	Incident Matching

Q40.	One of the issues with ITSCM is:

	It increases the threats to an organisation
	It is vulnerable to oversubscription to DR sites
	It reduces the risks to an organisation
	It is cheap to implement and maintain

DIGANO - Making a Difference

Shareware - Mock Exams - Foundation - Mock Exam 2

DIGANO - Mock Exam -2-