Itil Fundament Test

Please note:
Whilst these practice exam questions may be used to test your knowledge of the ITIL Service Delivery and Support processes and to prepare for the ITIL Foundation examination, It is strongly recommended that you attend a formal and recognized training course and that you purchase and study the ITIL Service Delivery & Support texts. These materials are neither endorsed nor recognizedby CCTA or the OGC.

ITIL Foundation Exam Practice Version No.1

I. Which of the following describes the normal sequence of events for fault resolution? A. Problem- Incident- Change- Known Error. B. Incident- Problem- Change- Known Error. C. Incident- Problem- Known Error- Change. D. Problem- Incident- Known Error- Change. Answer: C 2. A program must be amended to correct a fault. Whichprocess formally approves this amendment? A. Software Maintenance B. Problem Management C. Release Management D. Change Management Answer: D 3. A delivery of PCs is received in the goods inward department. The status of the PCs has to be changed from “ordered’ to “in stock”. Which process is responsible for recording this change of status? A. Goods Inward Department B. Problem Management. C.Configuration Management. D. Change Management Answer: C 4. Which of these tasks are regarded as proactive? 1. Collecting statistics regarding Known Errors. 2. Reviewing incident and problem analysis reports to identify trends. 3. Preventing problems in one service being replicated in another. 4. Identifying the root cause of incidents. A. l & 4. B. 1,2 & 3. C. 2 & 3. D. l & 3. Answer: C 5. A customerrings the Service Desk to report that the expected output has not appeared on the monitor. When is the priority of this incident decided for the first time? A When the Service Desk logs the incident B When the solution is known and can be implemented C When the reason why the output has not appeared is investigated D When the user is contacted for the second time Answer: A 6. What is the bestdescription of an incident? A. Any event that deviates or may cause a deviation from the (expected) standard working of an IT service. B Any report from a user to the Service Desk, if it is related to IT. C Any situation in which the Management takes measures to improve the service. D Any contact a user or technician makes with the Service Desk. Answer: A

7. Consider the following metrics: 1. Numberof changes implemented during the period, in total and by CI. 2. No. of changes backed out, by reason. 3. The number of known errors cleared. 4. Number of change reviews carried out Which would be those collected and monitored by a Change Manager? A. 1, 2 & 3. B. 2, 3 & 4. C. 1, 2 & 4. D. All 4of the above Answer: C 8. Security is one of the significant elements of … A. Capacity Management. B.Availability Management. C. Resource Management. D. Service Level Management. Answer: B 9. Which one of the following is NOT a task of Capacity Management? A. Monitoring overall performance of the IT infrastructure. B. Sizing and or modeling of new applications. C. Negotiating capacity levels with customers. D. Assessing the possible benefits of new technology to the Organisation. Answer: C 10. Atcompany X the cause of repetitive software failure is found after intensive research. The supplier is working on a “fix” (a piece of software that will eliminate the problem). The user observes the same failure again and reports this to the Service Desk. The Service Desk has already been informed about the situation by Problem Management. Must the service desk register this as an incident? A. yes,all reports must be registered as an incident B. yes, the user may have diagnosed the situation wrongly C. no, as a known error has been identified D. no, the problem is known and doesn’t have to be investigated Answer: A 11. Only one of the following statements is FULLY correct. Which one? A. Capacity plans answer specific questions, such as the best way to improve performance for a particular...