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QUESTION 1

Which of the following list best describe the key attributes needed by Service Desk Staff?

A Good interpersonal skills; tenacious; technically astute; firm
B Business aware; articulate; methodical; tolerant; good interpersonal skills
C Logical; methodical; tenacious; forthright; analytical
D Well presented; technical specialist; numerate; good interpersonal skills

QUESTION2

Which of the ITIL processes is responsible for ensuring the organization is aware of new and changing technology?

A Capacity Management
B Change Management
C Financial Management for IT Services
D Configuration Management

QUESTION 3

Which incidents should be logged by the Service Desk?

A Only incidents not resolved at logging
B Only incidents from bona fide customers
C Allincidents except simple enquires
D All incidents

QUESTION 4

What information does Configuration Management provide to the IT management of an organization?

A Variations from the agreed service levels
B Time spent on investigation and diagnosis by each support group
C Number of incidents and problems per category
D Details and history of the IT infrastructure

QUESTION 5

The wordsDelta, Full and Package describe different types of releases. Which one of the following statements is true?

A A Package release contains hardware and software
B Urgent changes are always Delta releases
C A Delta release is only ever part of a Package release
D A Full release releases the normal release unit into the live environment

QUESTION 6

Availability Management is responsiblefor…..

1 understanding the reliability of components to carry out a required function under given conditions over a certain period of time
2 the ease with which maintenance of service components can be carried out;
3 negotiating availability levels with customers

Which of these is correct?

A Only 2 & 3
B Only 1 & 2
C 1, 2 & 3
D Only 1 & 3

QUESTION 7

Which is the correct combinationof concepts and ITIL processes?

1 CI level a Availability Management
2 Disaster b Configuration Management
3 Risk Analysis c IT Service Continuity Planning
4 Confidentiality d Service Level Management

A 1-b, 2-c, 3-c, 4-a
B 1-d, 2-c, 3-a, 4-a
C 1-d, 2-d, 3-a, 4-b
D 1-b, 2-d, 3-c, 4-b

QUESTION 8

A Configuration Management Database (CMDB) can contain different ConfigurationItems (CIs). Which of the items below would NOT normally be regarded as a CI?

A A user name
B A video monitor
C A brought-in software package
D A procedure

QUESTION 9

In relation to IT Service Continuity Planning, the severity of a disaster depends upon:

A The time of day it occurs
B How many people are available to assist in recovery
C The type of disaster, whether flood, fire,etc
D The impact upon customers´ businesses

QUESTION 10

What is the main difference between a CMDB (Configuration Management Database) and a typical asset register?

A A CMDB is a computerized system – most asset registers are not
B There is no difference
C More than just hardware is recorded in a CMDB;
D A CMDB is a database that links its contents together

QUESTION 11

ApplicationSizing is a technique used by Capacity Management. Why is Application Sizing Important?

A The availability of an IT service can be measured;
B The use of an IT application can be controlled;
C The maintenance of technical skills is important to application developers;
D 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 If it is urgent, as soon as the Request for Change has been classified
B As soon as there is a back-out plan for the change
C As soon as the impact analysis has been discussed by the members of the        Change Advisory Board
D As soon as the Request for Change has been formally authorized

QUESTION 13

Which of the following statements...