Topic 1, Main(95 Questions)

QUESTION NO: 1
Which activity is not the responsibility of IT service continuity management?
D. Executing impact analyses of incidents related to the back-out facilities
QUESTION NO: 2
Which ITIL process has responsibility in preventing unauthorized access to data?
D. Security management
QUESTION NO: 3
Which ITIL process or which ITIL department has responsibilities that include
distributing information to users?
B. Service desk
QUESTION NO: 4
Where are activities documented with the aim of improving an IT service?
B. Service improvement program (SIP)
QUESTION NO: 5
In the change management process, which role is ultimately responsible for the entire
process?
C. Change Manager
QUESTION NO: 6
In TestKing.com, the purchasing department has relocated internally, not just the people,
but also their IT resources. A service Desk employee has been commissioned to relocate
this department's workstations. In which ITIL process is this employee now playing a
role?
C. Change Management
QUESTION NO: 7
Which of the following is an example of proactive problem management?
D. A trend analysis
QUESTION NO: 8
Which data, for a new configuration item (CI), is recorded in the configuration
management database (CMDB)?
A. The relationship to other configuration items
QUESTION NO: 9
Which activity is not the responsibility of IT service continuity management?
D. Executing impact analyses of incidents related to the back-out facilities
QUESTION NO: 10
Which ITIL process provides change proposals in order to eliminate structural errors?
B. Problem Management

QUESTION NO: 11
Which activity is not a Service Desk activity?
D. Solving a Problem
QUESTION NO: 12
Which of the following describes the basic concept of integrity in the Security
Management process?
B. The correctness of the data
QUESTION NO: 13
Which ITIL process responsible for annually allocating the costs of underpinning
contracts?
C. Financial Management for IT services
QUESTION NO: 14
How does Problem Management contribute to a higher solution percentage of first-line
support?
D. By making a knowledge database available
QUESTION NO: 15
Which activity is not a service Desk activity?
B. Solving a problem
QUESTION NO: 16
Which statement best describes the role of the service Desk?
A. The service Desk functions as the first contact for the customer
QUESTION NO: 17
When an organization decides to control the flow of incidents information within the IT
organization, which ITIL process would it be putting in place?
C. Incident Management
QUESTION NO: 18
How is a change that must be made quickly called?
B. An urgent change
QUESTION NO: 19
A powerful failure has knocked out the entire IT infrastructure. Fortunately, there is an
ITSC Plan available. When should power failure be considered a disaster to enact the
ITSC Plan?
C. When the continuity Manager expects the failure to last longer than the maximum
period of time mentioned in the service Level agreement
QUESTION NO: 20 CORRECT TEXT
Which of the following statements about the service catalogue is correct?
It describes all services that can be supplied by the IT management organization

QUESTION NO: 21
Which ITIL process is responsible for determining the hardware necessary in order to
support an application?
A. Capacity Management
Which subject should be one of the standard items on the agenda of a meeting of the
Change Advisor Board (CAB)?
B. Ongoing or concluded changes
QUESTION NO: 23
Which of the following is a benefit of using ITIL?
C. That the quality and the costs of the IT services can be controlled more efficiently
QUESTION NO: 24
What is the basis of the ITIL approach to Service Management?
A. Interrelated activities
QUESTION NO: 25
Who decides the category of a change ?
B. The change manager
QUESTION NO: 26
Changes are divided into categories. What criteria defines a category for a change?
B. The consequences of the change such as limited, substantial, significant etc
QUESTION NO: 27
Which activity in the problem management process is responsible for generating requests
for change (RFCs)?
A. Error Control
QUESTION NO: 28
TestKing.com calls the service Desk and Reports that the system is slow. He asks
whether he can be given another PC like this colleague's, which is much faster. Which
term is applicable to this situation?
C. Incident
QUESTION NO: 29
Which status is a problem assigned once its cause has been identified?
B. Known Error
QUESTION NO: 30
Who is responsible for tracking and monitoring an incident?
B. Service Desk
QUESTION NO: 31
In the Service Level Management Process, what happens during the activity called
"monitoring"?
A. Guarding agreements with the customer

QUESTION NO: 32
Which of the following questions can not be answered directly from the Configuration
Management Database (CMDB)?
D. Which members of staff of department x have moved to department Y?
QUESTION NO: 33
Where are the statuses of changes recorded?
C. In the configuration management database (CMDB)
QUESTION NO: 34
Which ITIL process is responsible for setting up the cost allocation system?
B. Financial Management for IT Services
QUESTION NO: 35
Users have complained about email service. An evaluation of the service has been
performed. Which activity takes place after the evaluation of a service?
A. Adjusting of the service
QUESTION NO: 36
Which of the following is a benefit of using ITIL?
D. That the quality and the costs of the IT services can be controlled more efficiently
QUESTION NO: 37
.What is the difference between a process and a project?
B. A process is continuous and has no end date, whereas a project has a finite lifespan
QUESTION NO: 38
Software is checked for viruses before it goes into the Definite Software Library (DSL).
What ITIL process is responsible for ensuring that only virus-free software is put into the
DSL?
A. Release Management
QUESTION NO: 39
For which of the following activities of configuration management are audits regularly
implemented?
D. Verification
QUESTION NO: 40
When must a Post Implementation Review take place?
C. After every Change
QUESTION NO: 41
What does Mean Time to Repair (MTTR) mean?
C. Average downtime of a service
QUESTION NO: 42
For what is capacity Management responsible?
A. Resource Management

QUESTION NO: 43
An analysis has been made regarding the expansion of the customer information
database. The result indicates that the mainframe disk capacity must be increased, to
accommodate the expected growth of the database in the foreseeable future. Which
process is responsible for sharing this information on time, to make sure that the available
disk space is sufficient?
B. Capacity Management
QUESTION NO: 44
When is a known error identified?
D. When the cause of the problem is known
QUESTION NO: 45
What is the term used for a situation derived from a series of incidents with the same
characteristics?
A. A problem
QUESTION NO: 46
When the cause of one or more incidents is not known, additional resources are assigned
to identify the cause. Which ITIL process is responsible for this?
D. Problem Management
QUESTION NO: 47
Which ITIL process provides an insight, through the modeling activity, into trends that
could cause performance problems in the future?
C. Capacity Management
QUESTION NO: 48
Which ITIL process is responsible for analyzing risks and counter measures?
C. ITService Continuity Management
QUESTION NO: 49
Which of the following parties involved in an incident determines whether that incident
can be closed?
A. User
QUESTION NO: 50
What activity takes place immediately after recording and registering an incident?
D. Classification
QUESTION NO: 51
What is the use of additional technical expertise in the incident management process
called?
B. Functional escalation
QUESTION NO: 52
What is the term used for a fully described and approved change that does not have to be
evaluated by Change Management each time? D. Standard Change

QUESTION NO: 53
TestKing.com plans on implementing a new network operating system. Before the actual
implementation takes place, the plan of approach for achieving the implementation is
discussed. Under whose leadership is this discussion held?
B. The Change Manager
QUESTION NO: 54
Of which ITIL process are reliability, serviceability and maintainability components?
A. Availability Management
QUESTION NO: 55
Which ITIL process aims to prevent incidents resulting from changes to the IT
infrastructure?
D. Change Management
QUESTION NO: 56
Which of the following is a department rather than a process?
C. Service Desk
QUESTION NO: 57
Reports of different types arrive at a Service Desk. Which of the following reports is an
incident?
B. A report that the printer is not working
QUESTION NO: 58
Where is the planning of changes kept up to date?
D. The FSC (Forward Schedule of Changes)
QUESTION NO: 59
What is a baseline in the IT infrastructure?
B. A standard configuration (such as a standard workstation)
QUESTION NO: 60
A process is a logically coherent series of activities for a pre-defined goal. What is the
process owner responsible for?
C. The result of the process
QUESTION NO: 61
How can an organization determine the effectiveness of the Server Level Management
process?
B. By measuring customer satisfaction
QUESTION NO: 62
Which of the following is the best description of the contents of the Definitive Software
Library?
C. Authorized versions of all software used on the infrastructure

QUESTION NO: 63
How can an organization determine the effectiveness of the Service Level Management
process?
D. By measuring customer satisfaction
QUESTION NO: 64
Which ITIL process ensures that the information that has been made available satisfies
the specified information security requirements?
D. Security Management
QUESTION NO: 65
What is the first step when registering an incident?
D. Assign an incident number
QUESTION NO: 66
Where are agreements regarding Security Management recorded?
C. In a service Level Agreement (SLA)
QUESTION NO: 67
What is the primary task of Error Control?
D. Correcting known errors
QUESTION NO: 68
Which ITIL process aims to trace business-critical services for which supplementary
emergency measures must be taken?
B. IT Service Continuously Management
QUESTION NO: 69
Where are activities documented with the aim of improving an IT service?
C. Service Improvement Program (SIP)
QUESTION NO: 70
Security Management includes a number of sub-processes. Which activity of security
management leads to a security sub-clause in the Service Level Agreement (SLA) ?
C. Plan
QUESTION NO: 71
What is the first activity when implementing a release?
A. Compiling the release schedule
QUESTION NO: 72
Which ITIL process is responsible for creating the cost agreements for extra support of
the service desk?
C. Service Level Management
QUESTION NO: 73
What is a request to replace something within the IT infrastructure called?
B. Request for change

QUESTION NO: 74
Which ITIL process is responsible for tracing the underlying cause of errors?
C. Problem Management
QUESTION NO: 75
In Change Management, a number of activities take place between the acceptance of a
request for change and the completion of the change. Which activity is performed after
acceptance of a Request for Change?
A. Determining the urgency of the change
QUESTION NO: 76
According to the Deming quality circle a number of steps must be performed repeatedly
in order to ensure good performance Which of the following answers specifies the correct
sequence for these steps?
B. Plan - Do - Check - Act
QUESTION NO: 77
What is meant by the urgency of an incident?
A. The time needed by IT services to resolve the incident
QUESTION NO: 78
Information and Communication Technologies (ICT) includes both Asset Management
And Configuration Management. What is the difference between Asset Management and
Configuration Management?
A. Asset Management monitors aspects such as depreciation and configuration
management monitors aspects such as the relationships between the configuration items
QUESTION NO: 79
What is the criterion used by Change Management in determining the category for a
Request for change?
C. Impact
QUESTION NO: 80
The deming quality circle is a model for control based on quality. Which step in this
model must be taken first?
A. Planning
QUESTION NO: 81
In TestKing.com a specific component of the IT infrastructure has been modified. This
could have consequences for other components. What ITIL process should be set up in
order to provide good insight into these consequences?
C. Configuration Management
QUESTION NO: 82
Information is regularly exchanged between Problem Management and Change
Management. What information is this?
B. RFCs resulting from known errors

QUESTION NO: 83
Which aspects are described in a Service Level Agreement (SLA)?
B. The quality expressed in quality and costs, of the services offered
QUESTION NO: 84
What does the term 'detail level' mean in the context of the configuration management
database (CMDB)?
D. The depth of the database structure
QUESTION NO: 85
One of Problem Management's tasks is to proactively prevent incidents. Which of the
following is a Problem Management activity that can be categorized as being proactive?
D. Analyzing reported incidents in order to mane recommendations
QUESTION NO: 86
Which of the following is a benefit of using ITIL?
A. That the quality and the costs of the IT services can be controlled more efficiently
QUESTION NO: 87
Which activity is not the responsibility of IT service continuity Management?
D. Executing impact analyses of incidents related to the back-out facilities
QUESTION NO: 88
What does Mean Time to Repair (MTTR) mean?
A. Average downtime of a service
QUESTION NO: 89
Which ITIL process carries out a risk analysis on the possible threats to and
vulnerabilities of the IT infrastructure?
A. IT service continuity management
QUESTION NO: 90
The Service Desk receives different types of calls. Which of the following is an incident ?
D. A system message that a printer is not working
QUESTION NO: 91
Software is checked for viruses before it goes into the Definite Software Library (DSL).
What ITIL process is responsible for ensuring that only virus-free software is put into the
DSL?
C. Release Management
QUESTION NO: 92
Release Management has distributed a defective Release. As a result, monthly invoicing
has come to a standstill. This has very radical consequences for the business and has been
reported as an incident. According to ITIL best practices, what should happen next?
B. Release Management will implement the back-out plan

QUESTION NO: 93
Which ITIL process is responsible for handling an application for a new workstation
according to a standard working method?
C. Change Management
QUESTION NO: 94
Which activity in the ITIL process "Financial Management for IT services" is responsible
for billing the services that were provided to the customer?
C. Charging
QUESTION NO: 95
The Capacity Manager asks the user of an application whether a certain activity can be
performed at night so that the CPU is not overloaded during the day. What part of the
capacity Management process does this refer to?
C. Demand Management
Topic 2, Practice (106 Questions)
Study these questions carefully as well.
QUESTION NO: 1.
The successful diagnosis of a problem results in a Known Error. On the basis of this
Known Error a Request for Change may be raised.
When can the Known Error be closed?
A. When a review of the change has led to a satisfactory result.
QUESTION NO: 2.
When an organization decides to control the flow of incident information within the
IT organization, which ITIL process would it be putting in place?
C. Incident Management
QUESTION NO: 3.
When must a Post Implementation Review take place?
A. after every Change
Answer: A
QUESTION NO: 4.
Which activity is not the responsibility of IT Service Continuity Management?
D. executing impact analyses of incidents related to the back-out facilities
QUESTION NO: 5.
Which ITIL process has the objective of helping to monitor the IT services by
maintaining a logical model of the IT infrastructure and IT services?
C. Configuration Management
QUESTION NO: 6.
According to the Deming quality circle a number of steps must be performed
repeatedly in order to ensure good performance.
Which of the following answers specifies the correct sequence for these steps?

D. Plan - Do - Check Act

QUESTION NO: 7.
The Deming quality circle is a model for control based on quality.
Which step in this model must be taken first?
C. planning
QUESTION NO: 8.
A process is a logically coherent series of activities for a pre-defined goal.
What is the process owner responsible for?
D. the result of the process
QUESTION NO: 9.
What is the difference between a process and a project?
A. A process is continuous and has no end date, whereas a project has a finite lifespan.
QUESTION NO: 10.
What is the basis of the ITIL approach to Service Management?
D. interrelated activities
QUESTION NO: 11.
Which of the following is a benefit of using ITIL?
B. that the quality and the costs of the IT services can be controlled more efficiently
QUESTION NO: 12.
Which activity takes place immediately after recording and registering an incident?
B. classification
QUESTION NO: 13.
In an organization, the purchasing department has relocated internally - not just the
people, but also their IT resources. A Service Desk employee has been commissioned
to relocate this department's workstations.
In which ITIL process is this employee now playing a role?
A. Change Management
QUESTION NO: 14.
Information is regularly exchanged between Problem Management and Change
Management.
What information is this?
B. RFCs resulting from Known Errors
QUESTION NO: 15.
In IT Service Continuity Management various precautionary measures are taken,
for example using an emergency power provision.
Which of the following ITIL processes could also initiate this kind of measure?
A. Availability Management

QUESTION NO: 16.

Which statement best describes the role of the Service Desk?
A. The Service Desk functions as the first contact for the customer.
QUESTION NO: 17.
Which ITIL process or which ITIL department has responsibilities that include
distributing information to users?
D. Service Desk
QUESTION NO: 18.
Which activity is not a Service Desk activity?
B. solving a Problem
QUESTION NO: 19.
Who is responsible for tracking and monitoring an incident?
C. Service Desk
QUESTION NO: 20.
The Service Desk receives different types of calls.
Which of the following is an incident?
C. a system message that a printer is not working
QUESTION NO: 21.
Which of the following is a department rather than a process?
D. Service Desk
QUESTION NO: 22.
One of Problem Management's tasks is to proactively prevent incidents.
Which of the following is a Problem Management activity that can be categorized as
being proactive?
A. analyzing reported incidents in order to make recommendations
QUESTION NO: 23.
One of the objectives of Problem Management is to minimize the impact of
problems on IT services.
Which activity needs to be carried out by Problem Management in order to achieve
this?
D. managing Known Errors
QUESTION NO: 24.
Which status is a problem assigned once its cause has been identified?
B. Known Error
QUESTION NO: 25.
Which activity in the Problem Management process is responsible for generating
Requests for Change (RFCs)?
B. Error Control

QUESTION NO: 26.

When the cause of one or more incidents is not known, additional resources are
assigned to identify the cause.
Which ITIL process is responsible for this?
C. Problem Management
QUESTION NO: 27.
Which ITIL process provides change proposals in order to eliminate structural
errors?
D. Problem Management
QUESTION NO: 28.
When is a Known Error identified?
A. When the cause of the problem is known.

QUESTION NO: 29.

Which of the following tasks is part of proactive Problem Management?
C. analyzing trends
QUESTION NO: 30.
Which ITIL process is responsible for tracing the underlying cause of errors?
C. Problem Management
QUESTION NO: 31.
Which of the following is an example of proactive Problem Management?
B. a trend analysis
QUESTION NO: 32.
How does Problem Management contribute to a higher solution percentage of
first-line support?
D. by making a knowledge database available
QUESTION NO: 33.
What is the primary task of Error Control?
C. correcting Known Errors
QUESTION NO: 34.
What is the term used for a situation derived from a series of incidents with the
same characteristics?
C. a Problem
QUESTION NO: 35.
What is meant by the urgency of an incident?
A. the degree to which the solution of an incident tolerates delay

QUESTION NO: 36.

TestKing.com calls the Service Desk and reports that the system is slow. He asks
whether he can be given another PC like his colleague's, which is much faster.
Which term is applicable to this situation?
B. Incident
QUESTION NO: 37.
Reports of different types arrive at a Service Desk.
Which of the following reports is an incident?
C. a report that the printer is not working
QUESTION NO: 38.
Which ITIL process has the following objective?
Correcting malfunctions in the services as quickly as possible by minimizing the
consequences of the malfunctions, so that the user is hindered as little as possible.
C. Incident Management
QUESTION NO: 39.
What is the first step when registering an incident?
B. assign an incident number
QUESTION NO: 40.
Which ITIL process has the task of classifying incoming interruption reports?
B. Incident Management
QUESTION NO: 41.
Which of the following parties involved in an incident determines whether that
incident can be closed?
B. user
QUESTION NO: 42.
What is the use of additional technical expertise in the Incident Management
process called?
B. functional escalation
QUESTION NO: 43.
Of which ITIL process are Reliability, Serviceability and Maintainability
components?
D. Availability Management
QUESTION NO: 44.
What is the meaning of the term Serviceability?
C. the degree to which the provision of IT services can be supported by maintenance
contracts
QUESTION NO: 45.
What does Mean Time To Repair (MTTR) mean?
B. average downtime of a service

QUESTION NO: 46.

Which ITIL process manager requires a report specifying the duration of an
interruption of a Configuration Item?
A. Availability Manager
QUESTION NO: 47.
The Application Sizing activity is part of Capacity Management.
What is Application Sizing?
D. determining the hardware capacity required to support new (or adapted) applications
QUESTION NO: 48.
The Capacity Manager asks the user of an application whether a certain activity can
be performed at night so that the CPU is not overloaded during the day.
What part of the Capacity Management process does this refer to?
D. Demand Management
QUESTION NO: 49.
For what is Capacity Management responsible?
B. Resource Management
QUESTION NO: 50.
Which ITIL process is responsible for determining the hardware necessary in order
to support an application?
B. Capacity Management
QUESTION NO: 51.
An analysis has been made regarding the expansion of the customer information
database. The result indicates that the mainframe disk capacity must be increased,
to accommodate the expected growth of the database in the foreseeable future.
Which process is responsible for sharing this information on time, to make sure that
the available disk space is sufficient?
B. Capacity Management
QUESTION NO: 52.
The cash registers in a supermarket experience network disruptions daily between 4
p.m. and 6 p.m.
Which ITIL process is responsible for solving these difficulties on a structural
basis?
D. Problem Management
QUESTION NO: 53.
In Change Management, a number of activities take place between the acceptance of
a Request for Change and the completion of the change.
Which activity is performed after acceptance of a Request for Change?
C. determining the urgency of the change
QUESTION NO: 54. Where are the statuses of changes recorded?
A. in the Configuration Management Database (CMDB)

QUESTION NO: 55.

A user reports a PC problem to the Service Desk. A Service Desk representative
determines that the PC is defective and indicates that according to the services
catalogue, the PC will be replaced within three hours.
Which ITIL process is responsible for having this user's PC replaced within three
hours?
B. Change Management
QUESTION NO: 56.
Who decides the category of a change?
A. the Change Manager
QUESTION NO: 57.
An organization plans on implementing a new network operating system. Before the
actual implementation takes place, the plan of approach for achieving the
implementation is discussed.
Under whose leadership is this discussion held?
A. the Change Manager
QUESTION NO: 58.
How is a change that must be made quickly called?
C. an urgent change
QUESTION NO: 59.
Changes are divided into categories.
What criterion defines a category for a change?
A. the consequences of the change such as limited, substantial, significant, etc.
QUESTION NO: 60.
When implementing a new version of an application both Change Management and
Release Management are involved.
What is the responsibility of the Change Management process here?
B. Change Management plays a coordinating role in this phase.
QUESTION NO: 61.
What is a request to replace something within the IT infrastructure called?
B. Request for Change
QUESTION NO: 62.
In the Change Management process, which role is ultimately responsible for the
entire process?
C. Change Manager
QUESTION NO: 63.
Which ITIL process is responsible for handling an application for a new
workstation according to a standard working method?
B. Change Management

QUESTION NO: 64.

Where is the planning of changes kept up to date?
B. the FSC (Forward Schedule of Changes)
QUESTION NO: 65.
What is the term used for a fully described and approved Change that does not have
to be evaluated by Change Management each time?
C. Standard Change
QUESTION NO: 66.
Which ITIL process aims to prevent incidents resulting from changes to the IT
infrastructure?
B. Change Management
QUESTION NO: 67.
Which subject should be one of the standard items on the agenda of a meeting of the
Change Advisory Board (CAB)?
C. ongoing or concluded Changes
QUESTION NO: 68.
A power failure has knocked out the entire IT infrastructure. Fortunately, there is
an ITSC Plan available.
When should power failure be considered a disaster to enact the ITSC Plan?
B. When the Continuity Manager expects the failure to last longer than the maximum
QUESTION NO: 69.
Which ITIL process is responsible for analyzing risks and counter measures?
B. IT Service Continuity Management
QUESTION NO: 70.
Which ITIL process aims to trace business-critical services for which
supplementary emergency measures must be taken?
C. IT Service Continuity Management
QUESTION NO: 71.
Which ITIL process carries out a risk analysis on the possible threats to and
vulnerabilities of the IT infrastructure?
B. IT Service Continuity Management
QUESTION NO: 72.
Which of the following statements about the Service Catalogue is correct?
B. It describes all services that can be supplied by the IT management organization.
QUESTION NO: 73.
Which aspects are described in a Service Level Agreement (SLA)?
B. the quality, expressed in quantity and costs, of the services offered

QUESTION NO: 74.

What aspects would you not expect to see in a Service Level report designed for the
customer?
A. the average utilization level of the Service Desk
QUESTION NO: 75.
How can an organization determine the effectiveness of the Service Level
Management process?
B. by measuring customer satisfaction
QUESTION NO: 76.
Which ITIL process is responsible for creating the cost agreements for extra
support of the Service Desk?
D. Service Level Management
QUESTION NO: 77.
Users have complained about the e-mail service. An evaluation of the service has
been performed.
Which activity takes place after the evaluation of a service?
A. adjusting of the service
QUESTION NO: 78.
Where are activities documented with the aim of improving an IT service?
B. Service Improvement Program (SIP)
QUESTION NO: 79.
In the Service Level Management Process, what happens during the activity called
"monitoring"?
C. guarding agreements with the customer
QUESTION NO: 80.
Which ITIL process verifies that the modifications which have been made to the IT
infrastructure have been properly documented?
B. Configuration Management
QUESTION NO: 81.
Information and Communication Technologies (ICT) includes both Asset
Management and Configuration Management.
What is the difference between Asset Management and Configuration
Management?
B. Asset Management monitors aspects such as depreciation and Configuration
Management monitors aspects such as the relationships between the Configuration Items.
QUESTION NO: 82.
In the TestKing.com company a specific component of the IT infrastructure has
been modified. This could have consequences for other components. What ITIL
process should be set up in order to provide good insight into these consequences?
D. Configuration Management

QUESTION NO: 83.

What does the term 'detail level' mean in the context of the Configuration
Management Database (CMDB)?
B. the depth of the database structure
QUESTION NO: 84.
Which ITIL process includes the activity of describing and registering all
components in the IT infrastructure?
B. Configuration Management
QUESTION NO: 85.
What is a baseline in the IT infrastructure?
D. a standard configuration (such as a standard workstation)
QUESTION NO: 86.
For which of the following activities of Configuration Management are audits
regularly implemented?
D. verification
QUESTION NO: 87.
Which data, for a new Configuration item (CI), is recorded in the Configuration
Management Database (CMDB)?
B. the relationship to other Configuration Items
QUESTION NO: 88.
A number of new PCs have been installed at a company's offices.
For which of the following activities was Configuration Management responsible?
D. recording data regarding the PCs
QUESTION NO: 89.
Which of the following questions can not be answered directly from the
Configuration Management Database (CMDB)?
B. Which members of staff of department X have moved to department Y?
QUESTION NO: 90.
What is the criterion used by Change Management in determining the category for
a Request for Change?
A. impact
QUESTION NO: 91.
When is a back-out plan invoked?
B. When it is found that something went wrong when implementing a Change.
QUESTION NO: 92.
Release Management has distributed a defective Release. As a result, monthly
invoicing has come to a standstill. This has very radical consequences for the
business and has been reported as an incident.

According to ITIL best practices, what should happen next?

C. Release Management will implement the back-out plan.
QUESTION NO: 93.
What is the first activity when implementing a release?
C. compiling the release schedule
QUESTION NO: 94.
The spell check module of a word-processing software package contains a number
of errors. The Development department has corrected these errors in a new version.
Which process is responsible for ensuring this updated version is tested?
D. Release Management
QUESTION NO: 95.
Which of the following is the best description of the contents of the Definitive
Software Library?
C. authorized versions of all software used on the infrastructure
QUESTION NO: 96.
Software is checked for viruses before it goes into the Definitive Software Library
(DSL).
What ITIL process is responsible for ensuring that only virus-free software is put
into the DSL?
D. Release Management
QUESTION NO: 97.
Which ITIL process is responsible for annually allocating the costs of Underpinning
Contracts?
C. Financial Management for IT Services
QUESTION NO: 98.
Which ITIL process is responsible for setting up the cost allocation system?
C. Financial Management for IT Services
D. Service Level Management
QUESTION NO: 99.
Which activity in the ITIL process "Financial Management for IT Services" is
responsible for billing the services that were provided to the customer?
C. Charging
QUESTION NO: 100.
Which ITIL process provides an insight, through the Modeling activity, into trends
that could cause performance problems in the future?
B. Capacity Management
QUESTION NO: 101.
Which ITIL process has responsibility in preventing unauthorized access to data?
D. Security Management

QUESTION NO: 102.

Where are agreements regarding Security Management recorded?
B. in a Service Level Agreement (SLA)

QUESTION NO: 103.

Which ITIL process handles the implementation of the policy for access
management and access to information systems?
D. Security Management
QUESTION NO: 104.
Which ITIL process ensures that the information that has been made available
satisfies the specified information security requirements?
C. Security Management
QUESTION NO: 105.
Which of the following describes the basic concept of Integrity in the Security
Management process?
B. the correctness of the data
QUESTION NO: 106.
Security Management includes a number of sub-processes.
Which activity of Security Management leads to a security sub-clause in the Service
Level Agreement (SLA)?
C. Plan