This presentation was produced by IBM Global Services

Which of the following is a Service Desk activity?

1. to function as the first point of customer
contact
B. to investigate the cause of disruptions for the customer
C. to trace the cause of incidents
B is wrong: That is done by Problem Management
C is wrong: ITIL only defines the (root) cause of Problems

What is the role of ITIL within IT Service Management?

A. to provide an approach based on the best examples taken
from practice
B. to serve as the international standard for IT Service Management
C. to serve as the standard model for IT service provision
D. to serve as a theoretical framework for process design
B is wrong: ITIL is (not yet) an international standard. The OCG has
applied for that status, but that will take many more years to establish
C is wrong: ITIL is not a standard model. It gives many degrees of
freedom, because it provides alternatives. To implement one has to
make choices.
D is wrong: ITIL is surely not theoretical. The books are based on real
world experiences.

The network managers have excessive workloads and have no time to

proactively manage the network. One of the contributing factors to
these large workloads is the frequency that users contact these
managers directly.
Which ITIL process would improve this situation?
A.
B.
C.
D.

Change Management
Configuration Management
Incident Management
Problem Management

One of the big advantages of Incident Management is that specialists

(2nd line support) can work more efficient because hallway high

jacking is reduced / prevented.

Which task is a Problem Management responsibility?

A. to co-ordinate all modifications to the IT infrastructure
B. to record incidents for later study
C. to approve all modifications made to the Known Error
database
D. to identify user needs and modify the IT infrastructure based on
such needs
A is wrong: That is a Change Management responsibility
B is wrong: That is done by Incident Management
D is wrong: The User (read: Customer) needs are identified by Service
Level Management. And SLM will initiate plans to modify the IT
Infrastructure.

The data in the Configuration Management Database (CMDB) can only

be modified after permission is granted to modify the infrastructure.
Which process grants such permission?
A.
B.
C.
D.

Change Management
Configuration Management
Incident Management
Service Level Management

This is an exercise in responsibilities. Although Configuration

Management is responsible to actually make the modifications to the
CMDB, it is the responsibility of Change Management to grant
permission to do so.

Which concept is part of Change Management?

A.
B.
C.
D.

Post Implementation Review

Emergency Release
Service Request
Work-around

The PIR is a very important activity in Change Management.

B is wrong: Emergency Releases are a concept of Release
Management and are dealt with within Change Management by
means of an Emergency Change.
C is wrong: SR are handled by the Service Desk

D is wrong: Work-around is used by Incident and Problem Management

before
A Change can be formulated.

A new-networked computer is installed to replace an existing PC. The

old PC is installed as a print server for the local area network.
Which process is responsible for registering this modification in the
Configuration Management Database (CMDB)?
A.
B.
C.
D.

Change Management
Configuration Management
Problem Management
Release Management

The only process that is allowed to register modifications in the CMDB

is Configuration Management. Registering = physically change the
CMDB.

Because of its increased dependency on information systems, a

national realty firm decides that there must be assurances for the
provision of IT services following an interruption to the service.
Which process should be implemented to provide this assurance?
A.
B.
C.
D.

Availability Management
IT Service Continuity Management
Service Level Management
Service Management

An interruption to the service and assurance for the provision are

pointing to continuity issues within ITIL.
A is wrong: Availability is the process that tries to prevent interruption
of the service for specific areas. Continuity is broader, any interruption
is dealt with and therefore is more an assurance then Availability
Management.
C is wrong: SLM is the process that arranges everything but itself does
not provides this assurance.
D is wrong: Technically D is also a correct answer. But one has to
choose B here because Service Management is a too broad definition
in this context.

Data provided for the financial administration of XYZ must only be

accessible to authorized users. Security Management takes steps to

ensure this.
By taking these steps, which aspect of data can be ensured?
A.
B.
C.
D.

Availability
Integrity
Stability
Confidentiality

According to ITIL, Confidentiality is the protection of information

against unauthorized access.

10 A computer operator notices the full storage capacity of her/his disk

will soon be used.

To which ITIL process must this situation be reported?

A.
B.
C.
D.

Availability Management
Capacity Management
Change Management
Incident Management

The question is: reported that is not the same as which process will
solve the problem. Events that are causing or could cause a reduced
quality of the service are reported to Incident Management.

11 Which activity is a Release Management responsibility?

A. to check whether there is any illegal software on computers within
the organization
B. to store the original versions of all authorized software
within the organization
C. to register where each software version is available
A is wrong: RM only defines what illegal software is, Configuration
Management can report where what software is installed.
C is wrong: Configuration Management registers where each version is
used.

12 For which purpose does Service Level Management use data from the
Service Desk's incident registration?

A. to draw up Service Level Agreements (SLAs)

B. to report on the number and nature of incidents that occurred

during a specific period
C. to determine the availability of an IT service using the number of
resolved incidents
D. to analyze, together with other data, in order to determine
if the agreed service level is being provided
A is wrong: The SLAs have to be drawn up first before Incidents can be
linked.
B is wrong: That is an Incident Management responsibility. SLM only
reports about incidents related to SLA
C is wrong: That is a responsibility of Availability Management, one
can not calculate the availability using the number of resolved
incidents.

13 The Service Desk has handled 2317 calls this month.

What would these calls include?
A. modifications to Service Level Agreements (SLAs)
B. notices regarding modified Configuration Items (CIs)
C. requests to the IT organization for user support
A is wrong: The modification to a SLA is not initiated through a call to
the SD.
B is wrong: Notices regarding modified Cis, are part of the standard
operations and thereby not an incident handled by the SD

14 A steel company is merging with a competitor. The IT departments,

along with the IT infrastructures of both companies will be combined.

Which process is responsible for determining the required disk and
memory space required for applications running in the combined IT
infrastructure?
A.
B.
C.
D.

Application Management
Capacity Management
Computer Operations Management
Release Management

One of the activities of Capacity management is Demand

Management. This is gathering and managing the current and future
requirements for capacity.

15 Which concept is not part of Financial Management for IT Services?

A.
B.
C.
D.

Budgeting
Charging
Procuring
Pricing

Financial Management consists of Accounting, Budgeting, Costing

[ABC]
Two elements of Costing are Pricing and Charging. In ITIL Financial
Management is focused on the IT Services and does not cover the
Procuring part of Asset Management

16 Service Level Requirements are used in the Service Level

Management process.

What do these Service Level Requirements represent?

A. the customer's expectations and needs regarding the
service
B. what the IT organization expects of the customer
C. the conditions required for the Service Level Agreement (SLA)
D. a paragraph of the SLA with additional specifications required to
execute the SLA
B is wrong: This could be considered a trick answer If it was the
other way around what the customer expects of the IT Department
it could be the right one. But consider that the requirements are not
what can be expected. The expectations should be depending on what
is agreed upon, and that are not necessary exactly the requirements.
C is wrong: The terms and conditions should be part of the SLA, but do
not represent the requirements. Another way of reading conditions
would be the agreed upon service level and measure method. And
that is not representing the requirements. These conditions are
agreed upon after a negotiation process using the Customer
requirements and the IT capabilities.
D is wrong: The Service Level Requirements are the main input for the
negotiations about the levels of Service and conditions of providing
these. So, they dont represent a paragraph with additional
specification, but are the real thing.

17 Which of the following is one of the responsibilities of Availability

Management?

A. to enter into contracts with suppliers

B. to monitor the availability of a charge through system
C. to verify the reliability and the service level of the
Configuration Items (CIs) purchased from and maintained
by third parties
D. to plan and manage the reliability and availability of IT Service
A is wrong: Contract with suppliers are dealt with by SLM or Vendor
Management.
B is wrong: the availability of a charge is not something that makes
sense in the ITIL context.
D is wrong: Availability Management does not MANAGE the reliability.
That would be the process of structural improving the IT
Infrastructure. This is one of the responsibilities of Problem
Management.
Part of Availability management is to do Risk assessments of all CIs
and Services. Part of that assessment is to verify third parties CIs.

18 A user complains to the Service Desk that an error continually occurs

when using a specific application. This causes the connection with the
network to be broken.
Which ITIL process is responsible for tracing the cause?
A.
B.
C.
D.

Availability Management
Incident Management
Problem Management
Release Management

Problem Management is responsible for tracing (=analysing) the (root)

cause of Problems.
A is wrong: This is not the most right answer. If it was the only one in
the list that would make sense, one could make a case for choosing
this one. The Availability is obvious impacted and therefore AM could
initiate actions to improve the Availability and therefore commission
PM.
B is wrong: Incident Management will try to solve the symptoms but
not trace the (root) cause.
D is wrong: No relevance with the question

19 A serious incident has occurred. The assigned solution team is unable

to resolve this incident within the agreed time. The Incident Manager
is called in.
Which form of escalation describes the above sequence of events?
A.
B.
C.
D.

formal escalation
functional escalation
hierarchical escalation
operational escalation

ITIL identifies two escalation forms: Hierarchical (to Incident Manager)

and Functional (to 2nd and 3rd line support)

20 Which of the following best describes a Problem?

A.
B.
C.
D.

one or more Known Errors

a known cause of one or more disruptions
the unknown cause of one or more incidents
a Known Error with one or more incidents

A is wrong: That is the description of a Knowledge Base

B is wrong: That is the description of a Known Error
D is wrong: That is the description of a Known Error
Tip: Sometimes the exam will call disruptions a problem and the ITIL
term a Problem (note the lowercase versus the uppercase) Same
with Error The ITIL Known Error and error an error situation.
BUT: please dont assume this is consistent!!!!

21 Which concept is part of IT Service Continuity Management?

A.
B.
C.
D.

Application Sizing
Vulnerability
Maintainability
Resilience

A is wrong: Is part of Capacity Management

C is wrong: Is part of Availability Management
D is wrong: is part of Availability Management
B is right: IT Service Continuity Management defines Vulnerability as the
likelihood that a Threat will happen to an Asset.

22 How does IT Service Management contribute to the quality of IT

service provision?
A. by recording agreements between internal and external customers
and suppliers in formal documents
B. by defining generally accepted norms for service levels
C. by promoting a customer focus among all the employees of the IT
organization
D. by planning, implementing and managing a coherent set of
processes for providing IT services
A is wrong: This is just a small part of SLM which is just a part of ITSM.
B is wrong: This is just a small part of SLM which is just a part of ITSM.
C is wrong: Although mentioned in ITIL as one of the main Critical
Success factors in implementing successful ITSM, it is just a part of
what is needed to contribute to the quality of IT service provision.

23 Performance Management and Resource Management are parts of

which process?
A.
B.
C.
D.

Availability Management
Capacity Management
IT Service Continuity Management
Service Level Management

ITIL Capacity Management defines Performance Management (making

sure that the available resources are performing optimal) and
Resource Management (Knowing what resources are available and
what the future technological developments are)

24 An organization has set up an Incident Management Process. In doing

so, several groups were created to resolve specific incidents. These
groups include:

PC Solution Team;

Network Solution Team;

Service Desk;

Specialists Group to support the other teams.

Within an IT organization, support groups are generally categorized by

levels. Select the answer that correctly categorizes the support groups
mentioned above.
A. 0-line
first-line
second-line

Service Desk
both Solution Teams
Specialists

B. first-line
second-line
third-line
fourth-line

Service Desk
PC Solution Team
Network Solution Team
Specialists

C. first-line
second-line
third-line

Service Desk
both Solutions Teams
Specialists

A is wrong: ITIL does not recognizes a 0-line support. If there would be

one it probably would be defines as the Self Service option.
B is wrong: Why should there be a difference between the PC and the
Network Solution teams?

25 The management of ABC Inc. has insisted that each request for a new
workstation installation be handled with optimum efficiency and
effectiveness.

Which ITIL process is designed to achieve this desired outcome?

A.
B.
C.
D.

Change Management
Customer Liaison
Problem Management
Service Level Management

This a bit of a trick question! People sometimes consider Change

Management to be a process that reduces the efficiency and
effectiveness of simple changes like IMAC. BUT: A good Change
Management process would still provide benefits by controlling the
Changes, how small they might be. Consider: not all Changes will go
through the CAB steps. There could be pre-authorized Changes
defined (impact very low and known, all implications identified) and
typically the Change Manager (or the Change Coordinator) would very
efficient and effective deal with those Changes.

26 Which of the following is a Configuration Item (CI)?

A. a call
2. documentation
C. an incident
D. a process

A is wrong: Although a call could be registered in the CMDB (to be able

to link calls to CIs) a call itself is not considered a CI)
C is wrong: Although an Incident could be registered in the CMDB (to
be able to link Incidents to CIs) an Incident itself is not considered a
CI)
D is wrong: A description of a Process could be defined as a CI, but not
the process itself.

27 How does Problem Management support the Service Desk activities?

A. It resolves serious incidents for the Service Desk.
B. It studies all incidents resolved by the Service Desk.
C. It relieves the Service Desk by communicating the resolution
directly to the user.
D. It makes information on Known Errors available to the
Service Desk.
A is wrong: PM only resolves Problems. A Problem could be initiated by
a serious Incident.
B is wrong: Not all Incidents necessary have to be studied.
C is wrong: The SD should be the Single Point Of Contact [SPOC],
therefore the SD would communicate the resolution to the user.
PM provides the SD with all Known Errors. That enables the SD to
restore the services faster.

28 Which of the following is a Configuration Baseline?

A. the standard configuration for the Configuration Management
Database (CMDB)
B. a description of a standardized Configuration Item (CI)
C. a set of CIs that is delivered once
D. a recorded snapshot of a product or service, to provide a
basis for a configuration audit and regression
A is wrong: There is not such a thing as a standard configuration for a
CMDB, the configuration depends very much on the structure and
level of detail that is required for each individual organization.
B is wrong: This description is to narrow.
C is wrong: Not relevant. NOTE: Please note that it doesnt say
delivered at once. If that would be the case, the answer makes a lot
of sense and could be considered correct. A Configuration Baseline
would be a set on CIs that are delivered at once, because we know for
sure it is a coherent and working configuration. So, in case of an

continuity situation, it would make sense to deliver this set of CIs at

once.

29 Which of the following is the role of the Definitive Software Library

(DSL) in the Release Management process?

A. a physical storage area for the original versions of all

authorized software in use
B. a reference manual that includes all software documentation
C. a registration tool for all software items
D. a type of Configuration Management Database (CMDB) for
software
B is wrong: The DSL is not only about documentation.
C is wrong: The DSL is not so much about registration, more about
storing
D is wrong: A CMDB is an administration, de DSL is the physical
storage.

30 Your Network Department has made an agreement with an external

organization in order to fulfil an agreement with its internal customer.

Where would the agreement with the external organization be
specified?
A.
B.
C.
D.

Operational Level Agreement (OLA)

Service Level Agreement (SLA)
Service Level Requirement (SLR)
Underpinning Contract (UC)

In ITIL we have three types of contracts:

Customer SLA- IT Organisation
IT Organization OLA- Other internal (IT or non-IT) Organisation
IT Organization UC- external organization

31 How does Availability Management work with Security Management?

A. by making agreements on the availability of the Security Database
B. by making agreements on the security of the Availability Database
C. by establishing the security boundaries based on the availability
requirements
D. by implementing the measures specified by Security
Management for securing the data

A is wrong: Not relevant

B is wrong: Not relevant
C is wrong: AM does not establish security boundaries
In ITIL Security Management defines for information: Confidentiality,
Integrity, Availability [CIA]. That impies that Security Management is
leading for Availability Management and not the other way around.

32 Which question is being answered when an organization specifies its

vision and business objectives?
A.
B.
C.
D.

How do we get where we want to be?

How do we know we have arrived?
Where do we want to be?
Where are we now?

A is wrong: That would be the Business Transformation or Transition

Plan, Services Quality Improvement or Implementation Plan.
B is wrong: That would be a plan to define criteria and measurements.
D is wrong: That would be a Business Assessment.

33 Which task is the responsibility of Configuration Management?

A.
B.
C.
D.

convening the Configuration Advisory Board

physically managing software items
installing equipment at the workplace
recording the relations between Configuration Items (CIs)

A is wrong: There is not such a thing as a Configuration Advisory

Board.
B is wrong: That is a responsibility of RM using the DSL.
C is wrong: It is a responsibility of RM to manage these actions.

34 After the requisite search, the common cause of a series of incidents is

found. This results in a Known Error.

In the sequence of things, what should happen after the Known Error
has been declared?
A. All incidents must be resolved as quickly as possible.
B. The error must be resolved using a change.
C. The error must be included in the Configuration Management
Database (CMDB).
D. The problem must be identified.

A is wrong: Although this is a very true statement, it is not next in the

sequence of things. One might argue that after A Known Error is
defined, possibly we know some workarounds or fixes for outstanding
Incidents. And of course those have to be resolved ASAP. But it is not
the most correct answer.
C is wrong. One might argue that as soon as a Known Error is
identified it should be registered in the CMDB, together with
workarounds or fixes, because that way Incidents might be resolved
more quickly. But it is not the most correct answer.
D is wrong: That step is already done. After a Problem is identified we
start looking for the root cause. When the root cause is found, the
Problem becomes a Known Error
After a Known Error is identified, PM starts the Error Control activity,
which will take away (resolve the error) by initiating a change.

35 What is the primary task of Error Control?

A. to figure out the details for work-arounds
B. to resolve Known Errors through the Change Management
process
C. to recognize and register Known Errors
D. to register and manage Known Errors
A is wrong: This is one of the tasks of Error Control, but not the
primary one.
C is wrong: This is one of the tasks of Error Control, but not the
primary one.
D is wrong: This is one of the tasks of Error Control, but not the
primary one.

36 Which ITIL process is associated with a Post Implementation Review?

A.
B.
C.
D.

Application Management
Incident Management
Problem Management
Release Management

This is somewhat a trick question. If it was an open question, the

answer would be Change Management. But, because that one is not in
the list we will have to find the next best answer.
A is wrong: In ITIL Foundations Application Management is not defined

as one of the ITIL processes.

B is wrong: It is not one of the key responsibilities of IM, to be involved
with improving the Infrastructure by implementing Changes.
D is wrong: Although they will most likely be involved with a PIR, to
evaluate the efficiency of the Change they are not really involved with
the details of what we wanted to achieve with the change
Problem Management is responsible for detailed knowledge about the
infrastructure and submits Requests for Change [RfC] to eliminate
errors and improve the quality of the infrastructure. Although Change
Management will initiate the PIR and will evaluate the efficiency of the
change, PM will evaluate the Change on its effectiveness.

37 When processing a Request for Change (RFC), the Change Manager

initiates a number of activities.

Which action is required if this involves a complex change?

A. The Change Manager reports the change to Problem Management.
B. The Change Manager reports the change to Incident Management.
C. The Change Manager presents the change to the Change
Advisory Board.
D. The Change Manager presents the change to the IT Manager.
A is wrong: The Change Manger will probably involve the PM with the
complex Change, by inviting him to the CAB but not by reporting it.
B is wrong: Although correct in itself, because Incident Management
(Service Desk) should be informed of approved and planned Changes
through the Forward Schedule of Changes [FSC], it is not the most
answer in this context.
D is wrong: ITIL mentions that Changes of the 3rd category (major
impact on the service; overrunning of the budget or deviation from
policy) have to be authorized by IT Management.

38 What is the difference between Asset Management and Configuration

Management?

A. Asset Management only deals with what you own; Configuration

Management deals with everything in your infrastructure.
B. Asset Management is a superset of Configuration Management, as
it includes non-IT assets such as chairs and tables.
C. Asset Management deals with the financial aspects of
Configuration Items; Configuration Management only deals with
the technical details of the infrastructure.

D. Configuration Management goes much further than Asset

Management, because it also specifies the relations
between the assets.
A is wrong: Although this is a true statement, it doesnt touch the
essential difference.
B is wrong: Correct only in a small context. Both systems have
completely different goals, so it is not really a superset.
C is wrong: Again, has a lot of truth in it. But does not touch the
essential difference.
The main difference that ITIL defines between AM and CM is the fact
that CM also defines relationships between assets. In order to
determine the impact of Changes and information about the
configuration aspects of the Infrastructure we need that information.

39 Which ITIL process uses Mean Time Between Failures (MTBF)?

A.
B.
C.
D.

Availability Management
Capacity Management
IT Service Continuity Management
Service Level Management

B is wrong: Not relevant

C is wrong: Continuity Management deals with disasters only. Failures
are relative short disturbances in the service or the quality of the
service.
D is wrong: Although SLM defines levels of Service, which amongst
others can be levels of availability. In the SLA there is no mention of
MTBF as such.

40 A company sets up an Intranet for its graphic design workstations. The

bandwidth must be increased because of the high volume of
illustrations sent over the network.

Which ITIL process is responsible for approving the implementation of

increased bandwidth?
A.
B.
C.
D.

Capacity Management
Change Management
Availability Management
Problem Management

A is wrong: Although Capacity Management arranges for increased

bandwidth, it is not the process that is responsible for approving the

implementation of that change.
C is wrong: Not relevant
D is wrong: Not relevant