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This ITIL material is for personal use only and cannot be used, resold or published in any form without written
permission of the copyright owner.
1. How can Service Level Management use data from the incident register at the Service Desk?
Service Level Management uses this data ...
C. To determine the availability of an IT Service, on the basis of the number of incidents resolved.
D. Together with other data to work out whether the service level agreed upon has been achieved.
Answer: D
Answer: A
3. Consider the following statements:
1. An SLA is a contract drawn up by the IT department which states what the customer may and may not do with his
computer.
2. A Service Catalogue describes concisely and specifically the IT services that the IT department can offer a customer.
Which of these statements is correct?
Answer: B
Answer: C
Answer: C
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This ITIL material is for personal use only and cannot be used, resold or published in any form without written
permission of the copyright owner.
6. The manufacturer claims that the new line of central mainframes can reach an MTBF of 5000 hours
What does this mean?
7. Network managers are overloaded with work. They hardly get a chance to manage the network. One of the reasons
for this is that users approach them directly to answer all kinds of questions.
Which ITIL process or function needs to be set up to improve this situation?
A. Change Management
B. Configuration Management
C. Error Control
D. Service Desk
E. Incident Management
F. Problem Management
Answer: D
8. Data in the Configuration Management Database (CMDB) niay be updated only if an order instruction has been
given for this:
Which process gives this order?
A. Change Management
B. Configuration Management
C. Service Desk
D. Service Level Management
Answer: A
Answer: C
10. Consider the following statements:
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This ITIL material is for personal use only and cannot be used, resold or published in any form without written
permission of the copyright owner.
Answer: D
11. The performance of the network in a large computer centre is monitored 24 hours a day.
This produces data for which processes?
Answer: B
Answer: C
13. 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. Change Management
B. Configuration Management
C. Problem Management
D. Release Management
Answer: B
14. A computer operator establishes that a memory disk is in danger of becoming completely full.
He reports this to...
A. Capacity Management.
B. Change Management.
C. Planning & Control for IT Services
D. Service Level Management.
Answer: A
15. Because of its increased dependency on information systems, a large financial institution decides that there must be
plans for the provision of IT services following a major interruption to the service.
Which process, therefore, should be implemented?
A. Availability Management
B. IT Service Continuity Management
C. Service Level Management
D. Service Management
Answer: B
16. A printer in a department of an insurance office has broken down. Hardware Support wants to approach the
supplier of the printer to remedy the defect.
Hardware Support can obtain data from Configuration Management about which of the following:
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08 / 19 / 2010
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03 / 23 / 2010
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