Itil - Simulado

ISEB FC ITSM SAMPLE PAPER 1

QUESTION 1

Which of the following statements is INCORRECT?

A Problem Management may be involved when a major incident occurs

B The Service Desk monitors problems throughout their lifecycles

C Problem Management is responsible for managing the resolution of problems

D Problem Management is responsible for Error Control

QUESTION 2

For which of the following activities is the Service Desk NOT responsible?

A Impact analysis

B Root cause Identification

C Categorisation and prioritisation

D Escalation

QUESTION 3

Which of these is not part of Capacity Management?

A Tuning

B Demand Management

C Application sizing

D Maintainability

QUESTION 4

Following the release of a software upgrade to fix a known error, which process is responsible for ensuring that the CMDB has been updated correctly?

A Change Management

B Problem Management

C Configuration Management

D Release Management

QUESTION 5

Consider the following situations:

1 An incident exceeds the downtime stipulated within a SLA

2 The business impact of an incident increases due to unforeseen circumstances

3 The number of users impacted by an incident is greater than first thought

4 A sénior manager in the customer's organisation complains about the lack of

progress being made on a particular incident

Which of the above could be valid reasons for the Service Desk to invoke escalation procedures?

A All four

B 2, 3 & 4

C 1, 2 & 3

D 1, 3 & 4

QUESTION 6

A customer has requested a review of charges for services provided under an SLA. Within the SLA there is provision for this. Who will review the charges with the customer?

A The IT Finance Manager

B The Configuration Manager

C The Service Level Manager

D The Change Manager

QUESTION 7

Which of the following is the last activity in the Problem Management process?

A The referral of any associated RFCs to Change Management

B Log the problem

C Closing the Problem Record, having completed ali Problem Management activities

D Initiating a review of the problem and its impact

QUESTION 8

Which of the following could be considered a valid reason for a business not having any continuity plans for a specific IT service?

A The IT department does not nave the skills for developing continuity plans

B The IT department has made a decision that the risk of disaster is small

C The business does not have time to be involved in preparing continuity plans

D A management decision has been made following a business impact assessment

QUESTION 9

Which of the following is NOT a Problem Management responsibility ?

A Ownership of an incident throughout its lifecycle

B Investigation & Diagnosis

C Raising Requests for Change

D Maintenance of a known error database

QUESTION 10

Change Management ensures that scheduling decisions are based on:

1 Urgency

2 Impact

3 Resource

Which of the above are correct?

A 1 & 2

B All three

C 1 & 3

D 2 & 3

QUESTION 11

Writing-off an equal amount of an asset s value each year, usually a fixed percentage of cost, is known as ...

A Transfer costs

B Discounted cash flow

C Net book value

D Depreciating

QUESTION 12

When establishing a new SLA which of the following should the Service Level Manager take into account?

1 That the new SLA can meet the targets agreed with the customer

2 That the conditions in other existing SLAs can continue to be met

3 That the possible impact of changes to the SLA can be identified

Of the above, which are true?

A 1 & 2

B 2 & 3

C 1, 2 & 3

D 1 & 3

QUESTION 13

There is a network incident that affects 200 desktops. At the same time the