ITIL Foundations 110 Questions
ITIL Foundations 110 Questions
Skip questions that you don't have the answer to right away Keep the answers synchronized with the questions (on the answer form) Multiple Choice: Eliminate the answers you know are wrong. Take some deep breaths if you notice you are becoming tense If you narrow it down to 2, re-read the question and pick the best answer If you can only narrow it down to 3, skip the question minute, skip it and come back to it
Do not assume that you know what they are asking: READ the whole question If a question has you stumped for 1 Do not assume that you know the answer: read all ANSWERS
A. An event that differs from an IT services expected standard operation B. A failure caused by an unknown reason
C. Each question, comment or complaint that has been reported to the Service Desk by a user
D. An alarm generated by an automated monitoring tool
A. A description of a procedure B. A user manual C. A description of an organization chart D. A unique identification code
C. Problem Management
D. Change Management
A. Authorizing changes to the infrastructure B. Tracing the underlying causes of incidents C. Identifying the problems behind the incidents
C. The information that the IT organization needs in order to achieve its objectives
D. The number of systems and their relationships within the infrastructure
A. A limited impact because the customers were asked to call back an hour after reporting the incident and they expressed an understanding of the situation B. A significant impact because it was not possible to process claims for one hour C. No impact because it was possible to record everything on paper and enter the information in the system later D. A small impact because it only took one technician to restore the service
A. Only certified and tested versions of software will be used within the organization
B. The owner of the Definitive Software Library will have the option of deciding which software will be offered to customers
C. The users will be able to choose from a wide range of controlled and certified software D. The Security department will be able to trace pirated copies of software
A. Logging categorization impact assessment scheduling authorization building & testing implementation review
B. Acceptance categorization impact assessment logging testing - building implementation closure C. Identification registration allocation investigation building testing implementation reporting D. Recording diagnosis & solution detection classification authorization testing implementation closure
Are these statements correct? A. Only the first and second B. Only the first and third C. Only the second and third D. All three
A. Configuration Management
B. Incident Management C. Problem Management D. Customer Relationship Management
A. Service
B. Activity C. Rule D. Output
1. Improving service quality 2. Improving customer focus 3. Improving service cost-effectiveness 4. Improving staff skills A. 1, 2 & 3 B. 1, 2 & 4 C. 2, 3 & 4 D. All of the above.
A. Has the same owner B. Has the same status C. Is placed on D. Is connected to
A. It improves customer and user satisfaction B. It reduces the impact of incidents on the business C. It reduces the number of incidents D. It eliminates the loss of incidents
A. Audits can be executed using electronic equipment B. The same identifier can be used for several independent Configuration Items in the CMDB C. No mistakes can occur in the identification of the Configuration Items when the CMDB is used D. New Configuration Items can be registered quickly in the CMDB
A. The ability to debug software on line B. Active listening C. The ability to view things from the user perspective D. The ability to work as a member of a team
A. False. B. True.
C. Release Management
D. Change Management
A. Updating the CMDB every time another incident relating to a know error is received B. Providing solutions for problems that occur in vital infrastructure components C. Initiating requests for changes to solve known errors D. Testing all changes to ensure that they are free from problems before they go live
C. Financial Management
D. Configuration Management
A. Ensuring that changes are only permitted after all those who might be affected have had the opportunity to express their views
B. Ensuring that only changes which have been approved by the Change Advisory Board are allowable C. Maintaining the status of all RFCs D. Making all changes to the IT Infrastructure
C. Log the incident and seek diagnostic information to be able to restore the service
D. Ask the caller to repeat the transaction that exhibited the slow response time, and if the response time has improved, do not log it as in incident
1. A primary difference between an inventory and a CMDB is that a CMDB will include relationships between CIs
2. A CMDB will contain physical copies of CIs Which of these statements are correct? A. 1 only B. 2 only C. Both D. Neither
A. Improve security against malicious changes to software B. Better IT service provision through controlled changes C. A better understanding of what changes will cost D. Fewer changes to the IT infrastructure
B. Configuration Management
C. Service Desk D. Service Level Management
D. Implements the change in the CMDB and informs Configuration Management about it.
A. Regularly and at least annually B. Initially and following any significant changes C. As soon as it is completed and annually thereafter D. Whenever a disaster has occurred
C. To determine the availability of an IT service, on the basis of the number of incidents resolved.
D. Together with other data to work out whether the service level agreed upon has been achieved.