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Question 1.
Which ITIL process has responsibility in preventing unauthorized access to data?
A. Availability Management
B. IT Service Continuity Management
C. Release Management
D. Security Management
Answer: D
Question 2.
Where are agreements regarding Security Management recorded?
A. in a Configuration Management Database (CMDB)
B. in a Service Level Agreement (SLA)
C. in a Definitive Software Library (DSL)
D. in a Capacity Plan
Answer: B
Question 3.
Which ITIL process handles the implementation of the policy for access management and access to information systems?
A. Availability Management
B. Incident Management
C. Release Management
D. Security Management
Answer: D
Question 4.
Which ITIL process ensures that the information that has been made available satisfies the specified information security requirements?
A. Availability Management
B. IT Service Continuity Management
C. Security Management
D. Service Level Management
Answer: C
Question 5.
Which of the following describes the basic concept of Integrity in the Security Management process?
A. the capacity to verify the correctness of the data
B. the correctness of the data
C. protection of the data against unauthorized access and use
D. access to the data at any moment
Answer: B
Question 6.
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)?
A. Implement
B. Maintenance
C. Plan
D. Control
Answer: C
Question 7.
The Deming quality circle is a model for control based on quality.
Which step in this model must be taken first?
A. adjustment
B. measurement
C. planning
D. implementation
Answer: C
Question 8.
A process is a logically coherent series of activities for a pre-defined goal.
What is the process owner responsible for?
A. setting up the process
B. implementing the process
C. describing the process
D. the result of the process
Answer: D
Question 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.
B. A project is continuous and has no end date, whereas a process has a finite lifespan.
C. A process stops when the objective has been achieved, whereas a project does not stop when
the objective is met.
D. In a project the focus is not on the result, whereas with a process the result is important.
Answer: A
Question 10.
What is the basis of the ITIL approach to Service Management?
A. departments
B. IT resources
C. officials
D. interrelated activities
Answer: D
Question 11.
Which of the following is a benefit of using ITIL?
A. that the users can influence the IT organization providing the IT services
B. that the quality and the costs of the IT services can be controlled more efficiently
C. that the organization around the IT services can be set up faster
D. that it is finally possible to charge for IT services
Answer: B
Question 12.
Which activity takes place immediately after recording and registering an incident?
A. analysis and diagnosis
B. classification
C. matching
D. solving and restoring
Answer: B
Question 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
B. Incident Management
C. Problem Management
D. Configuration Management
Answer: A
Question 14.
Information is regularly exchanged between Problem Management and Change Management.
What information is this?
A. Known Errors from Problem Management, on the basis of which Change Management can
generate Requests for Change (RFCs)
B. RFCs resulting from Known Errors
C. RFCs from the users that Problem Management passes on to Change Management
D. RFCs from the Service Desk that Problem Management passes on to Change Management
Answer: B
Question 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
B. Capacity management
C. Change Management
D. Incident Management
Answer: A
Question 16.
Which statement best describes the role of the Service Desk?
A. The Service Desk functions as the first contact for the customer.
B. The primary task of the Service Desk is to investigate problems.
C. The Service Desk ensures that the agreed IT service is available.
D. The Service Desk ensures that the telephone is always manned.
Answer: A
Question 17.
Which ITIL process or which ITIL department has responsibilities that include distributing information to users?
A. Change Management
B. Customer Relationship Management
C. Incident Management
D. Service Desk
Answer: D
Question 18.
Which activity is not a Service Desk activity?
A. registering Incidents
B. solving a Problem
C. relating an incident to a Known Error
D. applying temporary fixes
Answer: B
Question 19.
Who is responsible for tracking and monitoring an incident?
A. Problem Manager
B. Problem Management staff
C. Service Desk
D. Service Level Manager
Answer: C
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Question 1.
Which service component within the design phase does the following describe? Consider the customer's defined business requirements and the associated performance, availability, resiliency, maintainability, resource capacity, and security criteria used to measure and assure the delivery of the required services.
A. Staging Plan
B. Implementation Plan
C. Business Plan
D. Detailed Design Validation
E. Project Kick-off
Answer: B
Question 2.
Which service component within the prepare phase validates the features and functionality documented in the high-level design of a solution?
A. Proof of Concept
B. High-level Design Development
C. Business Case Development
D. Business Requirements Development
E. Operations Technology Strategy Development
F. Technology Strategy Development
Answer: A
Question 3.
In the implement phase, project close-out involves which of the following tasks?
A. deliver education based on Staff Planning Development reports
B. conduct Engagement Profitability Assessment
C. execute network migration plan
D. customize ongoing support hand-off kit
Answer: B
Question 4.
In the implement phase, project close-out involves which of the following tasks?
A. deliver education based on Staff Planning Development reports
B. customize ongoing support hand-off kit
C. conduct Engagement Profitability Assessment
D. execute network migration plan
Answer: C
Question 5.
In the design phase, performing a needs analysis to identify the resource requirements and skills needed to deliver and support a network infrastructure is an activity of which service component?
A. Implementation Kick-off Meeting
B. Implementation Plan
C. Project Kick-off
D. Staging Plan
E. Migration Plan
F. Staff Plan Development
Answer: F
Question 6.
In the implement phase, solution implementation involves which of the following task?
A. Execute test cases
B. Configure core products
C. Perform preliminary Site Assessment
D. Analyze high-level design and technology requirements of the customer
Answer: B
Question 7.
Which one of the following describes the task for completing an operations readiness assessment in the plan phase?
A. determining network elements that will be tested
B. reviewing hardware and software configuration staging plan
C. entering documentation into knowledge management system
D. developing backup/recovery plan
E. creating an escalation plan
F. obtaining and reviewing operation procedures and policies
Answer: F
Question 8.
In the implement phase, solution implementation involves which of the following task?
A. perform preliminary Site Assessment
B. configure core products
C. execute test cases
D. analyze high-level design and technology requirements of the customer
Answer: B
Question 9.
Which of the following definitions best describes services stack within the Cisco Lifecycle Services approach?
A. the minimum set of services that a customer needs to successfully deploy and operate a Cisco
technology or solution
B. the required set of services needed to successfully deploy and support Cisco Advanced
Technologies
C. the identification of Advanced Technologies to best support business requirements and
objectives
D. the minimum set of services required to operate and optimize Cisco Advanced Technologies
Answer: A
Question 10.
Which of the following definitions best describes business requirements development within the prepare phase?
A. a set of service component activities that assesses and documents the business requirements
of a customer
B. part of the systems design activity that identifies and documents business requirements to help
deploy network technologies
C. part of the high-level design activity that addresses business and technical requirements of the
customer
D. a service component activity that analyzes business requirements and recommends the
appropriate technology strategy
Answer: A
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