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Monday, January 9, 2012
Sample ITIL Mock Exam 1 – Time 30 Minutes
Demand Management interfaces very closely with, and has a dependency on, which other process?
A. Capacity Management
B. Availability Management
C. Change Management
D. Service Portfolio Management
A goal of Financial Management is to ensure proper funding for the delivery of services. What is the main way in which this is achieved?
A. Introducing charging in order to generate required revenue and profit
B. Financial analysis and qualification of the future demand for IT services
C. Establishing mature accounting practices and procedures
D. Influencing demand for IT services to match current resources
Which of the following processes is NOT found within the Service Strategy publication?
A. Demand Management
B. Financial Management
C. Service Management
D. Service Portfolio Management
Which of the following statements concerning SLAs is INCORRECT?
A. SLAs are developed to match the business needs and expectations
B. SLAs provide the basis for managing the relationship between the service provider and the customer
C. SLAs are not required where there are no external customers
D. SLAs define key service targets and responsibilities of the service provider and the customer
Which of the following should typically be considered when creating a Capacity Plan?
1. Cost forecasts for potential resources identified within the plan
2. A description of methods used to calculate potential capacity requirements
3. Detailed analysis on the cause of capacity related incidents
4. Improvement plans from Availability and Service Level Management
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 1, 3 and 4 only
D. 2, 3 and 4 only
Availability Management needs to consider which two main elements?
A. Service and Component availability
B. Service and System availability
C. Hardware and Software availability
D. Component and System availability
Which of the following statements is/are correct?
1. The impact of a disaster may vary depending upon business conditions, when the disaster occurs, how long it takes to recover and the number of customers affected
2. However good an IT Service Continuity Plan is, it is impossible to completely eliminate all risks
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
When preparing which of the following documents would it be advisable to seek legal advice?
A. Service Catalogue
B. Service Level Agreement
C. Service Level Requirements
D. Underpinning Contract
To what does Single Point of Failure refer?
A. It is another term for ‘mean time between failures? (MTBF)
B. A CI which, if it breaks, does NOT affect the availability of a service
C. A CI which, if it breaks, does affect the availability of a service
D. The Service Desk being a focal point for users and customers
Which of the following is NOT a goal of Service Design?
A. To design new and changed services for introduction into the live environment to satisfy business needs
B. To ensure a holistic approach to all aspects of Service Design is taken
C. To ensure there are efficient and effective processes for the design, transition, operation and improvement of services
D. To ensure that there is sufficient understanding of market spaces when analysing patterns of business activity
Supplier Management often has to comply with which of the following?
1. Internal corporate governance guidelines
2. External supplier purchasing requirements
3. Industry standard governance or legal requirements
A. 1 only
B. All of the above
C. 1 and 3 only
D. 2 and 3 only
Which of the following is correct?
A. Service Level Agreements are written agreements between senior business representatives and external suppliers that document clearly what all parties are going to do for each other
B. Operational Level Agreements are written agreements between a service provider and another part of the same organisation
C. Operational Level Agreements are written agreements between Service Level Management and external service providers
D. Service Level Agreements is a term used by suppliers for Operational Level Agreements
The goal of Availability Management can best be described as?
A. To ensure that the level of service reliability delivered in all services is matched to the current and future agreed service levels negotiated with the Service Level Manager
B. To ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner
C. To ensure component availability is measured accurately and in a timely manner in order to fully understand overall end-to-end service availability achievements
D. To monitor performance of external service providers and suppliers to ensure they adequately underpin the overall needs of the user community as agreed in Service Level Agreements
A change request could be described as a formal proposal for a Change to be made. Which of the following could be considered as change requests?
1. A request for change to a Service Portfolio
2. A request for change to a service or service definition
3. A project change proposal
4. A request to reboot a server
A. 1 only
B. All of the above
C. 3 and 2 only
D. 1, 2 and 3 only
How would you most accurately describe a change to a service for which the approach is pre-authorised?
A. A Change Model
B. A Standard Change
C. A Usual Change
D. A Normal Change
A Service Change could best be described as:
A. An authorised release or upgrade to an existing service that has successfully completed testing and is now scheduled for implementation
B. An architectural amendment to a configuration that could contribute to overall service performance
C. The addition, modification or removal of an authorised, planned or supported service or service component
D. A document from a customer that details the requirements for service amendments
Which of the following statements is correct regarding the Release Policy?
A. A Release Policy is always defined in the Service Strategy phase of the lifecycle to provide governance of the Release process and Release Management resources
B. A single Release Policy should be defined to govern all services and would include the expected frequency for each release type
C. A Release Policy should be defined for one or more services and would include the expected frequency for each type of release and the approach for accepting and grouping changes into a release
D. A Release Policy should always be renewed annually in line with financial planning cycles
Which of the following would normally be accepted as an Emergency Change?
A. A scheduled annual update to an accounting system
B. A release into a test environment to fix a program that is due to go live in two weeks time
C. A repair needed to restart the overnight batch processing after a failure
D. A request to change the functionality of a program
Which of the following statements about a Configuration Management System (CMS) is INCORRECT?
A. A CMS is a collection of data that is stored together that describes aspects of a Configuration Item
B. The CMS holds all the information required for CIs that are within the designated scope
C. The CMS will be referenced for a wide variety of purposes during the Service Lifecycle
D. The CMS typically contains configuration data and information that is combined into an integrated set of views for different stakeholders
1. Improving the ability to adapt quickly to new requirements and market developments thus providing a competitive edge
2. Improving the success rate of change and release implementations
3. Increasing confidence in the degree of compliance to business and governance requirements during implementations
A. 2 only
B. 2 and 3 only
C. All of the above
D. None of the above
Question 1: A
Question 2: B
Question 3: C
Question 4: C
Question 5: B
Question 6: A
Question 7: C
Question 8: D
Question 9: C
Question 10: D
Question 11: C
Question 12: B
Question 13: B
Question 14: B
Question 15: B
Question 16: C
Question 17: C
Question 18: C
Question 19: A
Question 20: C
ITIL Sample Questions Home Page
Questions on ITIL Service Management
Questions on ITIL Service Life Cycle
Questions on ITIL Service Strategy
Questions on ITIL Service Design
Questions on ITIL Service Transition
Questions on ITIL Service Operation
Questions on ITIL Continual Service Improvement
Questions on ITIL Processes
Questions on ITIL Technology and Architecture
Below are 3 Sample ITIL Mock Exams each with 20 questions. Try them with a 30 minute time limit.
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