ITIL Mock Test 2 – Duration 1 hour.

1. Objectives of Security Management are

a. to implement security as per SLA
b. to provide basic level of security
Is the above definition correct and complete? (y/n)

2. How does Availability Management contribute to SLM?

a. ensure that the availability does not differ from the SLA
b. provide availability details of the services

3. A user calls service desk and complains that his PC is very slow and wants to replace
it with a faster one as his neighbour has done. This is a:
a. Incident
b. Problem
c. RFC
d. Service Request

4. Which of these is the responsibility of the Incident Management?

a. Interact with customers to know their needs.
b. Tkeep the customer in loop while making any changes
c. Finding the cause of an incident
d. Approve changes to implement workarounds

5. How is Configuration Management involved with Change Management?

a. Provides infrastructure details required for approval of RFC
b. Helps in determining the financial impact of the change
c. Helps to set priority of change

6. What determines the urgency of an incident?

a. Impact of the incident
b. Urgency and impact of the problem
c. Estimated effort in resolving the incident

7. Configuration Management does the verification and audit of CIs. When will CMDB
undergo the initial audit?
a. When CMDB is filled
b. When a change is recorded in CMDB

8. A problem is found. The cause of the problem is analysed that brand X needs to be
replaced with brand Y. Problem management will
a. Inform Change Management of the change
b. Release Management will be informed of making changes to DSL
9. An IT organization wants to implement Configuration Management. What in particular
needs to be taken care of?
a. A DSL needs to be setup to store all authorised software
b. Relationship between CIs need to be established

10. Post implementation review needs to be done

a. Always
b. Only if the event reoccurs
c. Randomly

11. ITIL describes

a. A set of operational and tactical process to be followed by IT services
b. A set of standards too be followed by IT Services
12. Will Continuity Management help keep the live system up during a test?
a. Yes
b. No

13. When Capacity Management is implemented completely, what information will be

available?
a. How to implement technological advancements
b. Technological testing
c. Transfers

14. What is ITIL?

a. It is an operational and tactical approach to IT Service Management
b. It is a process of IT Service Management
c. It is a certification for ITSM

15. Some items that were ordered have reached the shipping dock. Who is responsible
for updating the status of these items from ‘ordered’ to ‘shipped’?
a. Release Management
b. Availability Management
c. Capacity Management
d. Configuration Management

16. what does availability management do?

a. Tell the service desk about the availability of services
b. Discuss the availability requirements with the users and derive the availability
requirements

17. Which two process areas are proactive?

a. Configuration and Release
b. Change and Release
c. Problem and Availability
d. Incident and Availability

18. How does Problem Management use the CMDB?

a. Record each problem as a CI
b. Relate all problems to CIs
c. Define level of CI

19. Does change management take into consideration the security aspects while
implementing a change?
a. Yes
b. No

20. While implementing ITIL in your organization you need to make sure that everyone
understands why you need ITIL and also you need to ensure that it is fully
implemented.
a. Yes
b. No

21. Difference between problem and known error

a. A known error is root cause in unknown, but for problem it is known
b. A known error is root cause is known, but for problem it is unknown
22. Problem Management decided to submit RFC. To which process to submit the RFC?
a. Capacity Management
b. Change Management
 c. Release Management
d. Configuration Management

23. Two objectives of Security Management are (Y/N)

a. To meet security requirement of SLA
b. To provide basic level of security

24. User has some repeated problem with Word processing, it is throwing some error
message, and the cause for it is the LAN connection. When this user calls Service
Desk to report this issue, which category should it be registered in?
a. Problem
b. Incident
c. Known Error
d. Unknown Error

25. User has some problem multiple times with the application he uses. Service desk
informs that it will be rectified when he reboots the PC. What category this call will be
registered in?
a. Problem
b. Incident
c. Known Error
d. Unknown Error

26. Which of following is part of service delivery set?

a. Change Management
b. Capacity Management
c. Release Management
d. Configuration Management

27. How does Availability Management help Service Level Management?

a. Provide resource level band width for services
b. Provide actionable plan to SLM to ensure that Service Levels are met

28. Security clause is included in

a. Operational Level Agreement
b. Service Level Agreement
c. Both

29. XYZ Company wants to install a workstation in efficient way by giving zero incidents
or very less number of incidents. Which process enables this?
a. Change Management
b. Capacity Management
c. Incident Management
d. Service Level Management

30. There are 10 RFCs. Which process determines the order in which the change has to
be implemented?
a. Change Management
b. Release Management
c. Configuration Management
d. Service Level Management

31. Problem Management raised RFC, which includes…

a. Priority
b. Description
c. Distribution lists

32. What is ITIL?

 a. Standards for implementing Service Management
b. Books on the management and provision of operational IT Servoces
c. A scheme for certifying Service Management maturity

33. What information CMDB provides to the Management?

a. Growth of IT Infrastructure
b. No of incidents related to IT infrastructure
c. RFCs raised towards a CI

34. The availability can be calculated using (Actual ServiceTime/Agreed service time) *
100 (Y/N)
a. Yes
b. No

35. In an company. Service desk is in a mess. Calls are not recorded correctly, incidents
are not tracked etc. Management decided to appoint a role. Which role is appropriate
to overcome from this situation?
a. Problem manager
b. Service level manager
c. Service desk co-ordinator
d. Change manager

36. In an Insurance company, management decides to have a mechanism to recover

from disaster. Which of the following ITIL process should be involved for this?
a. Availability management
b. Service level management
c. IT continuity management
d. Capacity management

37. Which of the following is not a function of Incident Management?

a. Provide first level contact for users
b. Asset Management is a superset of Configuration Management, as it
restoring the service as per SLA
c. Registering user incidents
d. Help in problem management

38. In capacity management which of the following helps in modelling?

a. Application sizing
b. Error control
c. Capacity monitoring
d. Risk analysis

39. Which one is a function of Problem Management?

a. Do impact analysis
b. Record known error for incident management
c. Provide first line support
d. Raise service requests

40. Which one of the following will change status of CI

a. incident
b. problem
c. change
d. release
ANSWERS:

1 N
2 a
3 a
4 b
5 A
6 C
7 A
8 A
9 B
10 A
11 A
12 B
13 A
14 A
15 D
16 B
17 C
18 B
19 A
20 B
21 B
22 B
23 Y
24 B
25 B
26 B
27 B
28 C
29 A
30 A
31 B
32 B
33 C
34 A
35 C
36 C
37 D
38 C
39 B
40 C