ITIL Foundation Sample Exams 4-5-6

StudentITIL Foundation for IT Service Management guide h1846s i.00 HP Training Sample exams and solutions  Copyright 2005 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. This is an HP copyrighted work that may not be reproduced without the written permission of HP. You may not use these materials to deliver training to any person outside of your organization without the written permission of HP. Printed in US ITIL Foundation for IT Service Management Sample exams and solutions January 2005 Form FC2a v1.0 19/02/01 Information Systems Examinations Board IT Service Management Foundation Certificate – Candidate Registration Form IS ENGLISH YOUR 1ST LANGUAGE YES / NO Candidate No. (Office use only) IF NO WHAT IS? Surname Title (Mr, Ms, etc) Other Names Date of Birth Home Address Work Address Home Telephone Number Work/Daytime Telephone Number Email address: Are you a BCS member NO Dates of course attended: YES / If yes, please give membership number: Course provider: Please PRINT how you would like your name to appear on the certificate Candidate’s Signature ……………………………………………………. Date ………………. Please tick the box if you do not wish your examination mark to be forwarded to your training provider When completed, this form should be sent to: ISEB (FCITSM), 1 Sanford Street, Swindon, Wilts. SN1 1HJ UK Telephone: 01793 417 419 Fax: 01793 480 270 DATA PROCTECTION ACT NOTICE The British Computer Society will hold your personal date on its computer database. This information may be accessed, reviewed and used by the Society for administrative purposes (for example, processing your membership application/renewal and contacting you in respect of your membership) and conducting market research. All of these purposes have been notified to the Information Commissioner. If you are based outside the European Economic Area (the “EEA”), information about you may be transferred outside the EEA. The Society, or its approved suppliers, may also send you details of products and services you may be interested in. If you do not wish to receive such information, please tick the box and attach this notice to your completed application form before returning to the BCS. 5. 16. 15. 13. 4. 11. 7. Total Number of Entries Lecturer: Passes COURSE INFORMATION Course Status: Private: Course Location: Course Dates: Course Number: Certificates to be sent to: Fails Public . 14. 2.Form FC3a 09/04 Information Systems Examinations Board Foundation Certificate in IT Service Management Candidate List Course Provider: HP Education Services Date of Exam: Paper Number: To be completed by Course Provider: Candidate To be completed by ISEB Result (P/F) and Mark 1. 9. 8. 3. 12. 10. 6. . .INFORMATION SYSTEMS EXAMINATIONS BOARD FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT SAMPLE 2 2003 Time allowed : 1 hour Record your surname and initials on the Answer Sheet. If you make a mistake. Mark only one answer to each question. writing in block capitals at the top and marking the relevant letter in each column Attempt all 40 questions A number of possible answers. Copying of this paper is expressly forbidden without the direct approval of the Board. are given for each multiple -choice question. Your answers should be indicated by a solid pencil mark inside the box representing your chosen answer to the right of the question number. Only one of these answers and no more than one answer is correct. indicated by capital letters. erase your first mark and put a mark in your new chosen answer column for that question. . methodical.New Syllabus Sample Paper 2 2001 V3 QUESTION 1 Which of the following lists best describes the key attributes needed by Service Desk Staff? A B C D Good interpersonal skills. tenacious. methodical. good interpersonal skills QUESTION 2 Which of the ITIL processes is responsible for ensuring the organisation is aware of new and changing technology? A B C D Capacity Management Change Management Financial Management for IT Services Configuration Management QUESTION 3 Which incidents should be logged by the Service Desk? A B C D Only incidents not resolved at logging Only incidents from bona fide customers All incidents except simple enquiries All incidents QUESTION 4 What information does Configuration Management provide to the IT management of an organisation? A B C D Variations from the agreed service levels Time spent on investigation and diagnosis by each support group Number of incidents and problems per category Details and history of the IT infrastructure QUESTION 5 The words Delta. forthright. Full and Package describe different types of release. Which one of the following statements is true? A B C D A Package release contains hardware and software Urgent changes are always Delta releases A Delta release is only ever part of a Package release A Full release releases the ‘normal release unit’ into the live environment 1 . analytical Well presented. tolerant. tenacious. technical specialist. articulate. numerate. firm Business aware. technically astute. good interpersonal skills Logical. 2-c. 4-b a b c d Availability Management Configuration Management IT Service Continuity Planning Service Level Management QUESTION 8 A Configuration Management Database (CMDB) can contain different Configuration Items (CIs). fire. 3-a. 4-a 1-d. 3-c. 2-d. 2 & 3 Only 1 & 3 QUESTION 7 Which is the correct combination of concepts and ITIL processes? 1 2 3 4 CI level Disaster Risk Analysis Confidentiality A B C D 1-b. 2-d. 2-c. Which of the items below would NOT normally be regarded as a CI? A B C D A user name A video monitor A bought-in software package A procedure QUESTION 9 In relation to IT Service Continuity Planning. etc The impact upon customers’ businesses 2 .New Syllabus Sample Paper 2 2001 V3 QUESTION 6 Availability Management is responsible for … 1 2 3 understanding the reliability of components to carry out a required function under given conditions over a certain period of time the ease with which maintenance of service components can be carried out negotiating availability levels with customers Which of these is correct? A B C D Only 2 & 3 Only 1 & 2 1. 3-a. 3-c. whether flood. 4-a 1-d. 4-b 1-b. the severity of a disaster depends upon: A B C D The time of day it occurs How many people are available to assist in recovery The type of disaster. the result will be less effective Change Management cannot be implemented without Configuration Management Change Management and Configuration Management must be implemented simultaneously QUESTION 14 Without a good Accounting System you cannot: 1 2 3 Know the full cost of services provided Judge the efficiency of Problem Management Recover costs related to usage. 2 & 3 1 & 3 only 1 & 2 only 3 . as soon as the Request for Change has been classified As soon as there is a back-out plan for the change As soon as the impact analysis has been discussed by the members of the Change Advisory Board As soon as the Request for Change has been formally authorised QUESTION 13 Which of the following statements best describes the relationship between Change Management and Configuration Management: A B C D There are no dependencies between Configuration Management & Change Management If Change Management is implemented without Configuration Management. Why is Application Sizing Important? A B C D The availability of an IT service can be measured The use of an IT application can be controlled The maintenance of technical skills is important to application developers The resources needed for an application and its performance can be predicted QUESTION 12 When can the building. testing and implementation of a change begin? A B C D If it is urgent.New Syllabus Sample Paper 2 2001 V3 QUESTION 10 What is the main difference between a CMDB (Configuration Management Database) and a typical asset register? A B C D A CMDB is a computerised system – most asset registers are not There is no difference Only hardware and software is recorded in a CMDB A CMDB is a database that shows the relationships between items QUESTION 11 Application Sizing is a technique used by Capacity Management. should you so wish Which of the above is true? A B C 1. A temporary solution to this fault has been identified. a Problem is not There is no real difference between a Problem and a Known Error In the case of a Known Error there is a fault in the IT Infrastructure. Release & Configuration Management QUESTION 17 Percentage availability is calculated as: A Downtime x 100 ---------------------------Agreed Service Time C (Agreed Service Time – Downtime) x 100 ------------------------------------------------------Agreed Service Time B Agreed Service Time x 100 -----------------------------------Downtime D Agreed Service Time ------------------------------------------------------(Agreed Service Time – Downtime) x 100 QUESTION 18 What is the difference between a Problem and a Known Error? A B C D A Known Error is always the result of an Incident.New Syllabus Sample Paper 2 2001 V3 QUESTION 15 In which two Service Management processes would you be most likely to use a risk analysis and management method? A B C D Change & Cost Management Availability Management & IT Service Continuity Management Incident & Change Management Service Level Management & IT Service Continuity Management QUESTION 16 Salesmen are able to use their laptops from hotels to obtain information on travel routes and travelling times. communication was unsatisfactory. Release & Problem Management Only Configuration. On several occasions they have found that when a certain modem had been installed. Which processes other than Incident Management are involved in achieving a structural solution? A B C D Change. Problem & Release Management Only Change & Release Management Only Change. Configuration. with a Problem there is not In the case of a Known Error the underlying cause of the Problem is known 4 . They can then check the results on their PCs. A student needs an existing set of programs that can be configured for the particular course that the student is following.New Syllabus Sample Paper 2 2001 V3 QUESTION 19 Which of the following are direct advantages of entering into Service Level Agreements? 1 2 3 4 The expectations of both the IT customer and the provider should be aligned Fewer incidents will occur Unambiguous measurements of service provision will be provided The number of changes that have to be backed out will decrease A B C D 2&4 1&2 3&4 1&3 QUESTION 20 Students at a college can send in their course work from their home PC via the telephone Network. Which process is responsible for the correct configuring and transmission of the programs? A B C D Release Management Change Management Configuration Management Network Management QUESTION 21 Consider the following statements: 1 2 ITIL processes should be implemented in such a way that the contribution to the organisation is not only clear but also actually achieved A characteristic of the ITIL approach is that a department is given responsibility for the Service Support and Service Delivery processes. so that the resources allocated can be used as efficiently as possible Are these statements correct? A B C D Both Only 2 Neither Only 1 QUESTION 22 Consider the following metrics: 1 2 3 Number of incidents closed on without onward referral Number of incidents correctly categorised at logging Number of hardware faults reported Which of the above are valid performance indicators for the Service Desk? A B C D All three 1&2 1&3 2&3 5 . Which one of the following activities is NOT a responsibility of Problem Management? A B C D Working with third party suppliers Working with Availability Management to ensure agreed levels of service availability Known Error management Always taking charge of difficult incidents QUESTION 25 A trend analysis of incident data indicates that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents? A B C D A presentation to the board of directors to explain the importance of Problem Management Implementation of the Problem Management process The selection of an appropriate tool to log all incident data more accurately The introduction of a single Service Desk number so customers know who to contact QUESTION 26 Consider the following statements: 1 2 Customers should always be invoiced for the IT services they use The only reason services are charged for is to make customers aware of the costs involved in using those services Are these statements correct? A B C D Both Only 1 Neither Only 2 QUESTION 27 How frequently should CAB/EC meetings be held? A B C D Daily Monthly Weekly As required 6 .New Syllabus Sample Paper 2 2001 V3 QUESTION 23 Which of the following data is least likely to be used in the Incident Control process? A B C D Incident category Make/model of faulty item Impact code Cost of faulty item QUESTION 24 One of the objectives of Problem Management is to minimise the impact of problems on IT Services. communications and environmental control equipment The intermediate recovery external option is often shared between multiple customers and in the event of a disaster may not be available due to oversubscription Are these statements correct? A B C D Both Neither Only 1 Only 2 QUESTION 29 In Availability Management terms. what do the letters CIA stand for? A B C D Component Impact Analysis Confidentiality. fully equipped with all the required hardware. Integrity and Availability Configuration Item Availability Central Intelligence Agency QUESTION 30 Which of the following are NOT the concern of IT Financial Management? A B C D Telephone charges Invoicing Differential charging Reviewing IT service quality QUESTION 31 If a customer complains that service levels are below those agreed in the SLA. who is responsible for ensuring the cause is investigated? A B C D The Incident Manager The Capacity Manager The Problem Manager The Availability Manager 7 . software.New Syllabus Sample Paper 2 2001 V3 QUESTION 28 Consider the following statements about IT Service Continuity Planning: 1 2 The intermediate recovery external option offers a remote installation. apparently due to a number of related hardware incidents. electricity. office space for technical staff Stand-by generator. system manuals 8 . telecommunications equipment.New Syllabus Sample Paper 2 2001 V3 QUESTION 32 Which of the following statements on IT Financial Management is correct? A B C D An IT Financial Manager identifies the costs incurred by IT and might proposes prices for the services supplied In order to be able to set up Budgeting and Accounting. electricity. Within the ITIL definition. 4 & 5 1&4 All of them QUESTION 35 Your organisation has just entered into a Gradual Recovery IT Service Continuity agreement. telecommunications equipment. which of the following lists is INCORRECT for what you could find at the contingency site? A B C D A building. 4 & 5 1. system manuals. SLAs and OLAs need to have been agreed It is only possible to be cost conscious if the customer is charged for services IT Financial Management must agree charges with the customer before establishing a Cost Model QUESTION 33 Managing service availability is now more important that ever because… A B C D The dependence of customers on their IT has grown System Management tools can now provide much more real time performance management information More IT systems are now outsourced More service providers now have Service Level Agreements with their customers QUESTION 34 Which of the following can be regarded as CIs? 1 2 3 4 5 Hardware Documentation Staff Software Network components A B C D 1. a computer. telecommunications equipment. water. documentation A building. support staff. water A building. support staff. support staff. 2. This change was also introduced in a monthly program that has not yet been run. The situation needs to be corrected very quickly to avoid affecting manufacturing. because the underlying cause is known. because manufacturing is involved. handled by Change Management as a Request for Change with the status of ‘urgent change’ The errors are reported as Problems at the Service Desk and. The change involved extending the “stock number” field by two positions. which can then be changed The errors are reported as Incidents and a Problem is identified. it is labelled as a Known Error that can be corrected by raising a Request for Change QUESTION 37 Which if the following would you NOT expect to see in an IT Service Continuity Plan? A B C D Contact lists The version number Reference to change control procedures Full Service Level Agreements QUESTION 38 Consider the following statements: 1 2 Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes Change Management controls all aspects of the change process Which of these statements is true? A B C D 1 Neither of them 2 Both of them QUESTION 39 Differential charging is a technique used in … A B C D FTA Status Accounting Demand Management CRAMM 9 . After the cause of the error has been established and a temporary workaround found. are directly introduced as Changes The errors are reported as Incidents to the Service Desk and after some research they are identified as Know Errors. What is the best possible solution to be adopted by Problem Management when handling the error? A B C D The errors are reported and.New Syllabus Sample Paper 2 2001 V3 QUESTION 36 A company has received messages concerning errors in the daily batch run which handles the ordering of raw materials for the manufacturing process. This is probably due to an incorrect change in the software. New Syllabus Sample Paper 2 2001 V3 QUESTION 40 One of Release Management’s tasks is to set up a DHS. Which statement most closely describes the DHS? A B C D A DHS is a number of physical locations where baselines are stored Before setting up a DHS a tool should first be purchased for releasing the hardware into the live environment A DHS is an area set aside for the secure storage of definitive hardware spares A DHS is a database in which all definitive hardware Configuration Items are recorded 10 . New Syllabus Sample Paper 2 2001 V3 ANSWERS: 1=B 2=A 3=D 4=D 5=D 6=B 7=A 8=A 9=D 10=D 11=D 12=D 13=B 14=A 15=B 16=A 17=C 18=D 19=D 20=A 21=D 22=B 23=D 24=D 25=B 26=C 27=D 28=A 29=B 30=D 31=C 32=A 33=A 34=D 35=C 36=D 37=D 38=D 39=C 40=C 11 . New Syllabus Sample Paper 2 2001 V3 12 . INFORMATION SYSTEMS EXAMINATIONS BOARD FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT SAMPLE 3 . indicated by capital letters. NEW SYLLABUS ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . erase your first mark and put a mark in your new chosen answer column for that question. Only one of these answers and no more than one answer is correct.2003 Time allowed : 1 hour Record your surname and initials on the Answer Sheet. If you make a mistake. Copying of this paper is expressly forbidden without the direct approval of the Board. Mark only one answer to each question. are given for each multiple -choice question. Your answers should be indicated by a solid pencil mark inside the box representing your chosen answer to the right of the question number. writing in block capitals at the top and marking the relevant letter in each column Attempt all 40 questions A number of possible answers. . Time: One hour Please answer ONE option for each question. The pass mark is 26 marks out of 40. QUESTION 1 Service Desk staff should have: 1 2 3 A good telephone manner Some technical appreciation of the supported services Awareness of the likely business impact of service incidents A B C D 1&2 1. There is only one correct answer for each question. 2 & 3 2&3 1&3 QUESTION 2 Which of the following can be OMITTED from an urgent software release in exceptional circumstances? A B C D Undertaking full testing Updating the CMDB Incrementing the version number Putting the amended version in the DSL QUESTION 3 A good Incident Management process will: A B C D Ensure that error corrections are treated as urgent changes Diagnose the underlying cause of incidents quickly Restore normal service operation as quickly as possible following an incident All of the other answers QUESTION 4 The primary responsibility of Incident Control is: A B C D Keeping customers informed of future problems Matching incidents with known errors Restoring service following incidents Raising multiple incidents to Problem Management ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . changed or replaced The level which best facilitates the identification of the root cause of all System incidents The level at which it is possible to identify the suppliers of all sub-components QUESTION 6 Which of the following activities is NOT the responsibility of Problem Management? A B C D Co-ordinating major problem reviews Determining the root cause of incidents Providing management information on incidents. problems and known errors Implementing error resolutions QUESTION 7 Which of the following statements is FALSE? A B C D Charging is required in order to cost IT services Budgeting and accounting for IT services is essential for effective Service Management It is better to budget and account for IT services before implementing charging Charging may lead to the recovery of costs QUESTION 8 Which of the following is necessary in order to start planning for IT Service Continuity Management? A B C D Include continuity measures in Change Management procedures Identify appropriate countermeasures Conduct a business impact analysis Establish a contract with an intermediate recovery provider ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 .QUESTION 5 Which of the following statements best describes the level of detail to which the CMDB would normally be broken down: A B C D The lowest possible level The level at which the CIs will be independently installed. 3-B. 4-A 1-D. 4-D 1-C. 2-D.QUESTION 9 Status Accounting is an important part of which process? A B C D IT Financial Management Change Management Incident Management Configuration Management QUESTION 10 Which of the following is NOT a technique usually associated with Availability Management? A B C D Auto error detection Duplexing Analysing data Queuing theory QUESTION 11 Which of the following statements is true? A B C D Service Level Agreements are between user departments and technical support providers and are written in business language Operational Level Agreements are between internal service providers and may be written in technical language Operational Level Agreements are between Service Level Management and external providers and are written in business language Service Level Agreements are between user departments and Service Level Management and are written in technical language QUESTION 12 Which is the correct combination of concepts and Service Management processes? 1 2 3 4 Vulnerability Maintainability Resource Impact A B C D 1-D. 3-B. 4-C 1-B. 2-A. 3-C. 3-A. 2-A. 4-B A B C D Availability Management Capacity Management Problem Management IT Service Continuity Planning ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . 2-C. Monitor progress and keep customer informed Tell them to ring back if it happens again Log the details and inform the customer of the incident number. Tell them someone will contact them within an agreed time with an update. verification Incident control. control. Which of these is it essential to include in the section of the plan that deals with the return to normal working? A B C D Removal of data from standby equipment A list of contacts for the emergency suppliers Bonus payments for staff involved in the disaster Creation of an updated version of the IT Service Continuity Plan QUESTION 16 Which of the following best describes why an SLA should contain definitions of terms? A B C D To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable To ensure that both the customer and IT can unambiguously understand the terms in the SLA To make sure that all clauses in the SLA make sense To ensure that the customer’s understanding of a particular term is the one meant in the SLA ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . status accounting. error control. What action should they take? A B C D Log the details and inform the customer of the incident number. severity analysis.QUESTION 13 Problem Management includes several core activities. Suggest they ring back if they have not heard within 48 hrs Suggest the customer contacts a third party QUESTION 15 When writing an IT Service Continuity Plan it is essential to prepare for a return to normal working. Which one of the following most accurately summarises these? A B C D Problem control. support allocation. investigation QUESTION 14 The Service Desk is unable to deal with a customer’s enquiry. support allocation. reporting Identification. Retain ownership of the incident but refer to appropriate second line support group. management reporting Identification. severity analysis. QUESTION 17 Which of the following would NOT normally be discussed in a typical service review with a customer? A B C D Authorisation for changes to the service Service performance trends Corrective actions to be taken Customer satisfaction with the service QUESTION 18 Which of the following will NOT be provided by a good Service Desk? A B C D Reduced requirement for IT knowledge throughout the user community Effective correction of the root cause of incidents Early warning of potential business IT operational failures Keeping users informed QUESTION 19 Which of the following IT Service Continuity measures is likely to be the most appropriate for 24x7 business critical system running on a mainframe? A B C D Cold standby facility to be located in the car park Reciprocal arrangement with a local company Hot standby at a site some distance away Dormant contract with a mainframe supplier QUESTION 20 Impact assessment is NOT normally part of which of the following processes? A B C D Problem Management IT Service Continuity Planning Incident Management Service Level Management QUESTION 21 An overhead would normally be regarded as which of the following? A B C D An indirect cost A discounted charge A direct cost The market price ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . Release Management QUESTION 25 The Change Management function is NOT responsible for: A B C D Scheduling a change to the network Ensuring that a change to an application is prioritised Ensuring that the impact of a change to hardware is fully assessed Implementing the release of a software change ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . Release Management. Change Management. pattern and typical resource requirements of all services is understood Undertaking Service Capacity Management is sufficient to ensure that the performance difficulties never arise Which of these statements is/are correct? A B C D Neither Both Only 2 Only 1 QUESTION 23 A properly implemented and tested IT Service Continuity Plan can help business continuity by: A B C D Planning the implementation of new services at times that don’t impact the business Enabling a speedy recovery of service after a disaster Reviewing trends in incidents and planning to avoid repetition Having planned maintenance tasks that reduce the likelihood of incidents QUESTION 24 From a well-informed User’s perspective. which of the following is a likely sequence in the management of a service failure? A B C D Incident Management. Problem Management. Problem Management. Release Management Change Management. Change Management. Problem Management Incident Management.QUESTION 22 Consider these statements: 1 2 Service Capacity Management should ensure that the type. Incident Management. Release Management. Change Management Incident Management. Problem Management. Diagnosis. Repair. Repair. Restoration Detection. Recovery. Diagnosis Detection.QUESTION 26 Which of the following need NOT be recorded as part of a Change Record? A B C D The scheduled implementation date Some details of the back-out plan Any CAB recommendations The names of the CAB members QUESTION 27 Consider the following: 1 2 Details of a CI must be entered into the CMDB after it is added to the live environment A CI consists of a number of component CIs Which of the above statements is true in all cases? A B C D Both 1 & 2 Neither Only 1 Only 2 QUESTION 28 Which of the following is NOT the responsibility of the Release Management process? A B C D Distributing software The physical aspects of software control Helping to determine the software release policy Ensuring that CMDB entries concerning software CIs are verified QUESTION 29 Which is the correct sequence of events for describing an incident lifecycle after the incident has occurred? A B C D Detection. Recovery. Restoration. Recovery. Restoration. Recovery. Diagnosis. Repair. Diagnosis Detection. Restoration ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . Repair. which of the following will be a DIRECT benefit? A B C D Better value for money Clearer charging policies Improved financial forecasting Higher quality support QUESTION 32 Which of the following statements is true? A B C D Physical copies of all CIs are stored in the DSL The DSL contains source code only Release Management is responsible for managing the organisation’s rights and obligations regarding software A change may only be developed from non-definitive version of software in the case of an urgent release QUESTION 33 In which of the following circumstances is requesting an urgent change justified? A B C D Only one small component requires changing and it is unlikely to affect any other components The CAB meeting has been cancelled because most of the members are unavailable at the time previously agreed The supplier has advised that previous versions will not be supported very much longer The change is needed to correct an error on a business critical system ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 .QUESTION 30 Which of the following statements best describes a ‘problem’? A B C D An incident which has been diagnosed and for which a resolution exists An incident that has passed its service level for fixing An incident that has occurred more than once The unknown underlying cause of one or more incidents QUESTION 31 By introducing budgeting and accounting for IT services. QUESTION 34 The prime responsibility of Availability Management is………………….. A B C D To understand the behaviour of CIs To deliver a level of availability that enables customers to satisfy their business objectives To negotiate and manage support contracts for hardware and software To manage security and serviceability of all IT services QUESTION 35 Which of the following is NOT a valid charging policy? A B C D Cost recovery Activity base costing ‘Cost plus’ pricing Market rate QUESTION 36 Which of the following are likely members of the Change Advisory Board? A B C D Problem Manager Change Manager All of them Customer representatives Question 37 Which of these is NOT a purpose for which Service Capacity Management information can be used? A B C D DSL control Systems throughput calculation Network performance analysis Demand Management ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . QUESTION 38 Which of the following is NOT an attribute of a hardware CI? A B C D Number of items What it costs A supplier’s part number A manufacturer’s serial number QUESTION 39 Which of the following list will NOT have a direct impact upon IT capacity? A B C D An increase in network bandwidth available A reduction in transactions processed A reduction in the number of files to be stored An increase in the cost per transaction QUESTION 40 Which of the following is most involved with the: Incident – Problem – Known Error – Change lifecycle? A B C D Service Support Service Management Service Delivery Customers Services ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . 1=B 2=A 3=C 4=C 5=B 6=D 7=A 8=C 9=D 10=D 11=B 12=A 13=A 14=A 15=A 16=B 17=A 18=B 19=C 20=D 21=A 22=D 23=B 24=C 25=D 26=D 27=B 28=D 29=D 30=D 31=C 32=C 33=D 34=B 35=B 36=C 37=A 38=A 39=D 40=A ISEB/SP/FCITSM/15/12/03 Copyright © The British Computer Society 2003 . . Your answers should be indicated by a solid pencil mark inside the box representing your chosen answer to the right of the question number. writing in block capitals at the top and marking the relevant letter in each column Attempt all 40 questions A number of possible answers. Mark only one answer to each question. ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 . Only one of these answers and no more than one answer is correct. indicated by capital letters. are given for each multiple -choice question.2003 Time allowed : 1 hour Record your surname and initials on the Answer Sheet. Copying of this paper is expressly forbidden without the direct approval of the Board. erase your first mark and put a mark in your new chosen answer column for that question. If you make a mistake.INFORMATION SYSTEMS EXAMINATIONS BOARD FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT SAMPLE 4 . . covering all of the services they use An SLA covering all Customer groups and all the services they use SLAs for each service that are Customer-focused and written in business language An SLA for each service type. covering all those Customer groups that use that service QUESTION 2 Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process? A B C D Improved user satisfaction Incident volume reduction Elimination of lost incidents Less disruption to both IT support staff and users QUESTION 3 An IT department is seeking to set its prices to match those of external suppliers selling comparable services.QUESTON 1 A customer-based SLA structure includes: A B C D An SLA with each individual Customer group. Which one of the following is the best description of this approach? A B C D Market rate The going rate that is agreed with Customers Cost-plus Profitable QUESTION 4 Which of the following is not an element of Availability Management? A B C D Verification Security Reliability Maintainability ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 . the capacity of the Service Desk servers has to be extended. Who is responsible for managing the request for additional capacity? A B C D Service Level Manager Change Manager Capacity Manager Financial Manager QUESTION 7 Configuration Management plans should be integrated with those of: A B C D Service Level Management IT Service Financial & Continuity Management Change & Capacity Management Change & Release Management QUESTION 8 Possible problems with Change Management include: A B C D Lack of ownership of impacted services Increased visibility and communication of changes Better alignment of IT services to actual business needs The ability to absorb a larger volume of change ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 .QUESTION 5 The extent of CI information held in the CMDB should: A B C D Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money Be as high level as possible Match the organisation’s requirement for information to be held Vary according to cost QUESTION 6 To enable a new Service Desk management tool to be implemented. QUESTION 9 Which of the following would normally be included in a Capacity Plan? 1 2 3 4 Options Management summary Business workload forecasts Backout plans A B C D 2. 2 and 3 QUESTION 10 Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle? A B C D Develop Procedures and Initial Testing Education and Awareness Review. 3 and 4 All of them 2 and 3 only 1. Audit and Assurance Ongoing Training and Testing QUESTION 11 Intermediate Recovery is initially concerned with which of the following time periods? A B C D 4 to 24 hours More than 72 hours 24 to 72 hours 4 to 8 hours QUESTION 12 Which of the following are likely members of the Change Advisory Board? 1 2 3 4 Problem Manager Customer representatives Change Manager Senior IT technical managers ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 . what is SOA? A B C D System Optimisation Approach Systematic Operational Adjustment Serviceability of Applications Service Outage Analysis ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 . 2 and 4 2 and 3 All of them None of them QUESTION 14 The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is: A B C D Root Cause Analysis Service Outage Analysis Business Impact Analysis Component Failure Impact Analysis QUESTION 15 In Availability Management.A B C D All them 2 and 3 only 1. 2 and 4 1. 3 and 4 QUESTION 13 Consider the following activities: 1 2 3 4 The analysis of raw data The identification of trends The definition of Service Management processes The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool? A B C D 1. service or activity Depreciation is used to calculate how maintenance can be offset against tax Staff costs are capital costs because of their high value Cost centres are used to measure ROCE (Return on Capital Employed) QUESTION 18 Which one of the following is NOT a major CI type? A B C D Documentation Software Purchase order Accommodation QUESTION 19 Where would the information relating to software release components be stored? A B C D DSL AMDB CMDB CDB QUESTION 20 A remote site has recently had its Local Area Network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with the network capacity.QUESTION 16 Serviceability is an element of Availability Management. How is it best defined? A B C D The prevention of failure. Who should they contact for assistance? ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 . and the ability to keep services and components operable The ability to restore services or components back to normal operation The percentage of the agreed service hours for which the service is available The support which external suppliers can be contracted to provide for parts of the IT infrastructure QUESTION 17 Which one of the following statements is TRUE? A B C D Direct costs can be allocated to a single customer. review underpinning contracts and OLAs. negotiate. negotiate. catalogue services. establish SLRs. review underpinning contracts and OLAs. agree SLAs Review underpinning contracts and OLAs. agree SLAs Catalogue services. draft SLAs. catalogue services. negotiate service levels. draft SLRs. agree SLAs QUESTION 23 Which of the following statements is true? A B C D An urgent release is always a delta release A full release may contain package and delta releases A full release may contain several delta releases A package release may contain full and delta releases ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 . agree SLAs Draft SLAs. review underpinning contracts and OLAs.A B C D Network Management The Service Desk Capacity Management Problem Management QUESTION 21 The following activities are involved in implementing a Service Management function: 1 2 3 4 Tool selection Tool specification Process design Functional requirements analysis In which order should the above activities be taken? A B C D 4–2–1–3 4–3–2–1 2–1–4–3 2–1–3–4 QUESTION 22 The process to implement SLAs comprises the following activities in sequence: A B C D Draft SLAs. catalogue services. negotiate. 2 & 3 QUESTION 26 The Service Desk can act as the focal point for: 1 2 3 A B C D Receiving Incidents & Service Requests from users Recording Change Requests from users Handling complaints and queries 1 Only 2 Only 1&3 1. 2 & 3 ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 .QUESTION 24 Which of these best describes the purpose of Capacity Management? A B To reduce costs and performance levels to a minimum To ensure that there is always sufficient capacity available to meet all customer demands To ensure that business demands are affordable and achievable To provide cost-effective IT capacity to meet agreed service levels C D QUESTION 25 Consider the following: 1 2 3 4 Incident diagnostic scripts A knowledge base of previously recorded incidents A Configuration Management Database covering the infrastructure supported A Forward Schedule of Change Which of the above should be available to the Service Desk? A B C D 1&2 All four 3&4 1. so that they may be understood by IT professionals A mixture of business. so that they can be understood by everyone Clear and concise. leaving no room for ambiguity Legally worded as they must be contractually binding C D QUESTION 29 Consider the following list: 1 2 3 4 Modelling Risk Analysis Application Sizing DSL maintenance Which two from the above list are among the main responsibilities of Capacity Management? A B C D 1&2 3&4 2&4 1&3 QUESTION 30 At what point does an Incident turn into a Problem? A B C D When it is urgent When it is a Major Incident If the person reporting the incident is very senior Never ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 . technical and legal language.QUESTION 27 Which of these is NOT a recognised Service Desk structure? A B C D Remedial Service Desk Virtual Service Desk Local Service Desk Central Service Desk QUESTION 28 The wording of SLAs and OLAs should be: A B Technically focused. because trend analysis cannot be undertaken without a lot of accurate Incident Management information B C D QUESTION 32 For which of these activities is the Change Manager responsible? A Establishing the root cause of a Capacity Incident which has led to an RFC being raised Devising the backout plan for a significant Change Chairing the CAB Ensuring a Release has reached the target CIs B C D QUESTION 33 Which of these statements is true when deciding on the initial scope and depth of the information to be held in a CMDB? A You should try to capture as much information as possible about all types of CIs You shouldn’t collect detailed information about CIs that are not under Change Control You shouldn’t worry too much about Change Control. the main objective is to get the database loaded You should try to satisfy all the wishes of the IT staff B C D QUESTION 34 There are strong links between Service Level Management and … 1 2 3 4 5 Incident Management Availability Management Configuration Management IT Service Continuity Management Change Management ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 . because the quality of Incident Management information is of little importance to proactive Problem Management No.QUESTION 31 Does Problem Management depend entirely on having a mature Incident Management process in place? A Yes. because without a mature Incident Management process in place there is no reliable information available No. because progress can still be made on solving long-standing Problems Yes. ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 . 3 and 5 2 and 4 2. To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability.A B C D 1. To ensure that IT delivers the same standard of service at the least cost. which relationships are most likely to exist between Incidents and Problems? 1 2 3 A B C D One Incident to one Problem One Incident to many Problems Many Incidents to one Problem 1 and 2 only 2 and 3 only 1 and 3 only All of them QUESTION 36 Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk? A B C D The number of Problems raised The number of Known Errors identified The number of Problems correctly categorised The number of RFCs raised QUESTION 37 Which of the following best describes the goal of Service Level Management? A B C D To maintain and improve IT service quality in line with business requirements To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets. 3 and 5 All of them QUESTION 35 Within a CMDB. QUESTION 39 The scope of a Release can best be defined by : A B C D The RFCs that it satisfies The number of updates to the DHS Service Level metrics The DSL configuration QUESTION 40 An ‘unabsorbed’ cost is best described as: A B C D A capital cost A type of charging policy An uplift to allocated costs A revenue stream ISEB/SP/FCITSM/01/1203 Copyright © The British Computer Society 2003 .QUESTION 38 Which of these is a DIRECT benefit of having a Service Desk? A B C D Customer Service Level Requirements are established Technical support staff are less likely to be interrupted to deal with user’s calls Changes taking place are properly coordinated All the information in the CMDB is kept up to date. ANSWERS 1=A 2=B 3=A 4=A 5=C 6=B 7=D 8=A 9=D 10=A 11=C 12=A 13=A 14=C 15=D 16=D 17=A 18=C 19=C 20=B 21=B 22=D 23=D 24=D 25=B 26=D 27=A 28=C 29=D 30=D 31=C 32=C 33=B 34=D 35=C 36=B 37=A 38=B 39=A 40=C Sample Paper 4 2003 .ISEB Sample Paper 4 .