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Foundation
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1. How can an organization determine the effectiveness of the Service Level
Management process?
a) Capacity Forecasts
b) Recommendations
c) Components and resource forecasts
d) Countermeasures for risks
A. 1 only
B. 2 & 3only
C. All of above
D. 1 & 2 only
a) 1 only
b) 2 only
a) 1 & 2 only
b) 1, 2 & 3
c) 1, 2 & 4
d) All of above
c. To provide a focus for all aspects of IT security and manage all IT security
activities.
6.?
10. Which ITIL process manager requires a report specifying the duration of an
interruption of a Configuration Item?
a) Availability Manager
b) Incident Manager
c) Problem Manager
d) Service Level Manager
Which of the following ITIL processes could also initiate this kind of measure?
a. Availability Management
b. Capacity management
c. Change Management
d. Incident Management
4. Risk Assessment
a) 1, 2 and 4 only
b) 1, 2 and 3 only
c) 2, 3 and 4 only
d) 1, 3 and 4 only
C) A list of all business requirements that have not yet become services
d) Co-Sourcing
18. Information is regularly exchanged between Problem Management and Change
Management. What information is this?
c) The KEDB and the CMS form part of the larger SKMS
a) Application Management
b) Operations Management
c) Service Desk
d) Availability Management
21. What is the name of one or more secured locations used to house validated
copies of software?
a) Secure Store
b) Configuration Management System
c) Definitive Media Library
d)Configuration Management Database
22. Which of the following is NOT one of the major functions described within ITIL?
a) Service Desk
b) Technical Management
c) IT Operations management
d) Data Management
23. Incident Management includes any event which disrupts or could potentially
disrupt a service. Some incidents will not be new and are in fact reoccurrences of
previous incidents. In these cases, organisations tend to develop Incident Models to
handle common incidents which reoccur. Choose the answer below which shows the
initial Incident Management process in the correct order:
a) 13245
b) 14325
c) 12345
d) 13452
24. Which of the following best defines a mixture of IT services being delivered by
staff Internally & Externally Sourced?
a) Internal Sourcing
b) External Sourcing
c) Co-Sourcing
d) Managed Services
25. Major Incidents require?
a) Separate procedures
b) Less urgency
c) Longer timescales
d) Less documentation
26. The accounts team have noted that every time they run a quarterly budget
report for a number of customer accounts simultaneously this produces a number
of errors that have to be manually corrected. The Development department have
corrected these errors in a new version. Which process is responsible for ensuring
this updated version is tested?
a) Configuration Management
b) Incident Management
c) Problem Management
d) Release and Deployment Management
1. Roles
2. Activities
3. Functions
4. Guidelines
5. Standards
6. Governance Framework
a) 1, 2, 3 and 5 only
b) All of the above
c) 1. 2, 5 and 6 only
d) 1, 2, 4, and 5 only
28. The Design Manager is responsible for the overall coordination and deployment
of quality solution designs for services and processes. Which of the following are
NOT responsibilities included in this role?
b) Produce quality, secure and resilient designs for new or improved services,
technology architecture, processes or measurement systems that meet all
the agreed current and future IT requirements of the organization
c) Take the overall Service Strategies and ensure they are reflected in the
Service Design process and the service designs that are produced
d). Measuring the effectiveness and efficiency of the Service Design and
supporting processes
c. Problem Management
d. Availability Management
a) Governance
b) Capacity
c) Service Level Management
d) Service Strategy Manager
31. Which of the following is a PRIMARY concern of IT Governance?
3. A network segment fails and the user is not aware of any disruption to
service
b) 1 and 4 only
c) 2 and 3 only
a) The template used to define the Incident logging form used to report
Incidents
c) Asset information
1) The services
2) The architectures
4) The processes
a) 1, 2 and 3 only
b) 1, 3 and 4 only
c) 2, 3 and 4 only
d) The four major areas that need to be considered in the design of effective
Service Management
Answers for sample paper 1
1 B 21 C
2 D 22 D
3 A 23 A
4 C 24 C
5 B 25 A
6 B 26 D
7 C 27 D
8 A 28 A
9 C 29 D
10 A 30 A
11 B 31 B
12 A 32 D
13 C 33 A
14 A 34 C
15 B 35 D
16 A 36 A
17 C 37 C
18 B 38 D
19 C 39 D
20 D 40 D