Exin Ex0-100 - Itil Foundations v3

Topic 1, Main(95 Questions)
QUESTION NO: 1
Which activity is not the responsibility of IT service continuity management
!" #ra$ing up bac%&out scenarios
'" !naly(ing ris%s
)" Testing bac%&out arrangements
#" *+ecuting impact analyses of inci,ents relate, to the bac%&out facilities
Answer: D
QUESTION NO: 2
Which ITI- process has responsibility in preventing unauthori(e, access to ,ata
!" IT service continuity management
'" !vailability management
)" .elease management
#" /ecurity management
Answer: D
QUESTION NO: 3
Which ITI- process or $hich ITI- ,epartment has responsibilities that inclu,e
,istributing information to users
!" )hange management
'" /ervice ,es%
)" )ustomer relationship management
#" Inci,ent Management
Answer: B
QUESTION NO: 4
Where are activities ,ocumente, $ith the aim of improving an IT service
-ea,ing the $ay in IT testing an, certification tools, $$$"test%ing"com
& 0 &
!" /ervice Quality 1lan (/Q1)
'" /ervice improvement program (/I1)
)" /ervice catalogue
#" /ervice -evel !greement (/-!)
Answer: B
QUESTION NO: 5
In the change management process, $hich role is ultimately responsible for the entire
process
!" )hange !,visory 'oar,
'" IT Manager
)" )hange Manager
#" )hange )oor,inator
Answer: C
QUESTION NO: 6
In Test2ing"com, the purchasing ,epartment has relocate, internally, not 3ust the people,
but also their IT resources" ! service #es% employee has been commissione, to relocate
this ,epartment4s $or%stations" In $hich ITI- process is this employee no$ playing a
role
!" )onfiguration Management
'" Inci,ent Management
)" )hange Management
#" 1roblem Management
Answer: C
QUESTION NO: 7
Which of the follo$ing is an e+ample of proactive problem management
!" ! report regar,ing the problem management process
'" !n urgent change
)" ! change re5uest
#" ! tren, analysis
& 5 &
Answer: D
QUESTION NO: 8
Which ,ata, for a ne$ configuration item ()I), is recor,e, in the configuration
management ,atabase ()M#')
!" The relationship to other configuration items
'" The re5uest for change number for the configuration item
)" .epairs to the configuration item
#" The impact of the configuration item
Answer: A
QUESTION NO: 9
Which activity is not the responsibility of IT service continuity management
!" Testing bac%&out arrangements
'" #ra$ing up bac%&out scenarios
)" !naly(ing ris%s
Answer: D
QUESTION NO: 10
Which ITI- process provi,es change proposals in or,er to eliminate structural errors
!" !vailability management
'" 1roblem Management
)" IT service continuity management
#" /ecurity Management
Answer: B
QUESTION NO: 11
Which activity is not a /ervice #es% activity
!" .elating an inci,ent to a %no$ *rror
'" .egistering inci,ents
& 6 &
)" !pplying temporary fi+es
#" /olving a 1roblem
Answer: D
QUESTION NO: 12
Which of the follo$ing ,escribes the basic concept of integrity in the /ecurity
Management process
!" The capacity to verify the correctness of the ,ata
'" The correctness of the ,ata
)" !ccess to the ,ata at any moment
#" 1rotection of the ,ata against unauthori(e, access an, use
Answer: B
QUESTION NO: 13
Which ITI- process responsible for annually allocating the costs of un,erpinning
contracts
!" )apacity Management
'" !vailability Management
)" 7inancial Management for IT services
#" /ervice -evel Management
Answer: C
QUESTION NO: 14
8o$ ,oes 1roblem Management contribute to a higher solution percentage of first&line
support
!" 'y preventing inci,ents
'" 'y analy(ing open inci,ents
)" 'y evaluating inci,ents $ith the customer
#" 'y ma%ing a %no$le,ge ,atabase available
Answer: D
& 9 &
QUESTION NO: 15
Which activity is not a service #es% activity
!" .elating an inci,ent to a %no$n error
'" /olving a problem
)" .egistering inci,ents
#" !pplying temporary fi+es
Answer: B
QUESTION NO: 16
Which statement best ,escribes the role of the service #es%
!" The service #es% functions as the first contact for the customer
'" The primary tas% of the /ervice #es% is to investigate problems
)" The service #es% ensures that the telephone is al$ays manne,
#" The service #es% ensures that the agree, IT service is available
Answer: A
QUESTION NO: 17
When an organi(ation ,eci,es to control the flo$ of inci,ents information $ithin the IT
organi(ation, $hich ITI- process $oul, it be putting in place
!" )hange management
'" !vailability management
)" Inci,ent Management
Answer: C
QUESTION NO: 18
8o$ is a change that must be ma,e 5uic%ly calle,
!" ! fast change
'" !n urgent change
)" !n unplanne, change
#" ! stan,ar, change
& : &
Answer: B
QUESTION NO: 19
! po$erful failure has %noc%e, out the entire IT infrastructure" 7ortunately, there is an
IT/) 1lan available" When shoul, po$er failure be consi,ere, a ,isaster to enact the
IT/) 1lan
!" Imme,iately, as the IT service can no longer be use,
'" When the time $ithin $hich the failure shoul, be solve,, has e+cee,e,"
)" When the continuity Manager e+pects the failure to last longer than the ma+imum
perio, of time mentione, in the service -evel agreement
#" When the inci,ent Manager thin%s this is necessary
Answer: C
QUESTION NO: 20 CORRECT TEXT
Which of the follo$ing statements about the service catalogue is correct
It ,escribes only those services that are also inclu,e, in the /ervice -evel !greement
(/-!)
It ,escribes all services that can be supplie, by the IT management organi(ation
It is necessary in or,er to ,ra$ up an /-!
It can be use, instea, of an /-!
Answer: B
QUESTION NO: 21
Which ITI- process is responsible for ,etermining the har,$are necessary in or,er to
support an application
'" )onfiguration Management
#" !vailability management
Answer: A
QUESTION NO: 22
& 9 &
Which sub3ect shoul, be one of the stan,ar, items on the agen,a of a meeting of the
)hange !,visor 'oar, ()!')
!" The $hishes of customers to implement changes
'" ;ngoing or conclu,e, changes
)" .eports from /ervice -evel Management
#" The registration of changes
Answer: B
QUESTION NO: 23
Which of the follo$ing is a benefit of using ITI-
!" That it is finally possible to charge for IT services
'" That the organi(ation aroun, the IT services can be set up faster
)" That the 5uality an, the costs of the IT services can be controlle, more efficiently
#" That the users can influence the IT organi(ation provi,ing the IT services
Answer: C
QUESTION NO: 24
What is the basis of the ITI- approach to /ervice Management
!" Interrelate, activities
'" ;fficals
)" #epartments
#" IT resources
Answer: A
QUESTION NO: 25
Who ,eci,es the category of a change
!" The service ,es%
'" The change manager
)" The problem manager
#" The customer
Answer: B
& 1< &
QUESTION NO: 26
)hanges are ,ivi,e, into categories" What criteria ,efines a category for a change
!" The se5uence in $hich the change is ma,e
'" The conse5uences of the change such as limite,, substantial, significant etc
)" The spee, $ith $hich the change is ma,e
#" The .e5uest for )hange number that the change is assigne,
Answer: B
QUESTION NO: 27
Which activity in the problem management process is responsible for generating re5uests
for change (.7)s)
!" *rror )ontrol
'" Monitoring
)" 1roactive 1roblem Management
#" 1roblem !nalysis
Answer: A
QUESTION NO: 28
Test2ing"com calls the service #es% an, .eports that the system is slo$" 8e as%s
$hether he can be given another 1) li%e this colleague4s, $hich is much faster" Which
term is applicable to this situation
!" 1roblem
'" .e5uest 7or )hange
)" Inci,ent
#" )lassification
Answer: C
QUESTION NO: 29
Which status is a problem assigne, once its cause has been i,entifie,
!" .e5uest for )hange (.7))
& 11 &
'" 2no$n *rror
)" Wor%&aroun,
#" inci,ent
Answer: B
QUESTION NO: 30
Who is responsible for trac%ing an, monitoring an inci,ent
!" 1roblem Manager
'" /ervice #es%
)" /ervice -evel Manager
#" 1roblem Management staff
Answer: B
QUESTION NO: 31
In the /ervice -evel Management 1rocess, $hat happens ,uring the activity calle,
=monitoring=
!" >uar,ing agreements $ith the customer
'" !c5uiring customers
)" >uar,ing negotiations $ith the customer
#" I,entifying the nee,s of the customer
Answer: A
QUESTION NO: 32
Which of the follo$ing 5uestions can not be ans$ere, ,irectly from the )onfiguration
Management #atabase ()M#')
!" Which .e5uests for change have been submitte, for a specific server
'" What inci,ents or problems have there been for this 1)
)" Which )onfiguration items ,oes a specific service consist of
#" Which members of staff of ,epartment + have move, to ,epartment ?
Answer: D
& 1@ &
QUESTION NO: 33
Where are the statuses of changes recor,e,
!" In the %no$n error ,atabase
'" In the change ,atabase
)" In the configuration management ,atabase ()M#')
#" In the ,efinitive soft$are library (#/-)
Answer: C
QUESTION NO: 34
Which ITI- process is responsible for setting up the cost allocation system
!" !vailability Management
'" 7inancial Management for IT /ervices
)" )apacity Management
Answer: B
QUESTION NO: 35
Asers have complaine, about email service" !n evaluation of the service has been
performe," Which activity ta%es place after the evaluation of a service
!" !,3usting of the service
'" #efining service levels
)" Monitoring of service levels
#" )ompilation of service level reports
Answer: A
QUESTION NO: 36
!" That it is finally possible to charge for IT services
'" That the users can influence the IT organi(ation provi,ing the IT services
)" That the organi(ation aroun, the IT services can be set up faster
#" That the 5uality an, the costs of the IT services can be controlle, more efficiently
& 1B &
Answer: D
QUESTION NO: 37
"What is the ,ifference bet$een a process an, a pro3ect
!" ! process stops $hen the ob3ective has been achieve,, $hereas as pro3ect ,oes not
stop $hen the ob3ective is met
'" ! process is continuous an, has no en, ,ate, $hereas a pro3ect has a finite lifespan
)" In a pro3ect the focus is not on the result, $hereas $ith a process the result is important
#" ! pro3ect is continuous an, has no en, ,ate, $here a process has a finite lifespan
Answer: B
QUESTION NO: 38
/oft$are is chec%e, for viruses before it goes into the #efinite /oft$are -ibrary (#/-)"
What ITI- process is responsible for ensuring that only virus&free soft$are is put into the
#/-
!" .elease Management
'" )apacity Management
)" )onfiguration Management
#" !pplication Management
Answer: A
QUESTION NO: 39
7or $hich of the follo$ing activities of configuration management are au,its regularly
implemente,
!" /tatus monitoring
'" I,entification
)" 1lanning
#" Cerification
Answer: D
QUESTION NO: 40
& 10 &
When must a 1ost Implementation .evie$ ta%e place
!" If another inci,ent of the same type occurs again after a change has been ma,e
'" !t the re5uest of the person $ho submitte, the change re5uest
)" !fter every )hange
#" In case of emergency changes
Answer: C
QUESTION NO: 41
What ,oes Mean Time to .epair (MTT.) mean
!" !verage uptime of a service
'" !verage time of the brea%,o$n&free perio, $ithin a measure, perio,
)" !verage ,o$ntime of a service
#" !verage time bet$een t$o consecutive inci,ents
Answer: C
QUESTION NO: 42
7or $hat is capacity Management responsible
!" .esource Management
'" /ecurity
)" Maintainability
#" /erviceability
Answer: A
QUESTION NO: 43
!n analysis has been ma,e regar,ing the e+pansion of the customer information
,atabase" The result in,icates that the mainframe ,is% capacity must be increase,, to
accommo,ate the e+pecte, gro$th of the ,atabase in the foreseeable future" Which
process is responsible for sharing this information on time, to ma%e sure that the available
,is% space is sufficient
!" )hange Management
)" /ecurity Management
& 15 &
#" !vailability Management
Answer: B
QUESTION NO: 44
When is a %no$n error i,entifie,
!" When the problem is %no$n
'" When the problem has been resolve,
)" When the inci,ent has been sent to 1roblem Management
#" When the cause of the problem is %no$n
Answer: D
QUESTION NO: 45
What is the term use, for a situation ,erive, from a series of inci,ents $ith the same
characteristics
!" ! problem
'" ! change re5uest
)" ! service call
#" ! %no$n error
Answer: A
QUESTION NO: 46
When the cause of one or more inci,ents is not %no$n, a,,itional resources are assigne,
to i,entify the cause" Which ITI- process is responsible for this
)" /ervice -evel Management
Answer: D
QUESTION NO: 47
& 16 &
Which ITI- process provi,es an insight, through the mo,eling activity, into tren,s that
coul, cause performance problems in the future
!" /ervice -evel Management
)" )apacity Management
Answer: C
QUESTION NO: 48
Which ITI- process is responsible for analy(ing ris%s an, counter measures
!" 1roblem Management
)" IT/ervice )ontinuity Management
#" /ervice #es%
Answer: C
QUESTION NO: 49
Which of the follo$ing parties involve, in an inci,ent ,etermines $hether that inci,ent
can be close,
!" Aser
'" 1urchaser of the services
)" *mployee of the service #es%
#" /ervice Manager
Answer: A
QUESTION NO: 50
What activity ta%es place imme,iately after recor,ing an, registering an inci,ent
!" /olving an, restoring
'" !nalysis an, ,iagnosis
)" Matching
#" )lassification
& 19 &
Answer: D
QUESTION NO: 51
What is the use of a,,itional technical e+pertise in the inci,ent management process
calle,
!" .esolution an, recovery of the inci,ent
'" 7unctional escalation
)" 1roblem analysis
#" Inci,ent classification
Answer: B
QUESTION NO: 52
What is the term use, for a fully ,escribe, an, approve, change that ,oes not have to be
evaluate, by )hange Management each time
!" Argent )hange
'" /ervice re5uest
)" .e5uest of change
#" /tan,ar, )hange
Answer: D
QUESTION NO: 53
Test2ing"com plans on implementing a ne$ net$or% operating system" 'efore the actual
implementation ta%es place, the plan of approach for achieving the implementation is
,iscusse," An,er $hose lea,ership is this ,iscussion hel,
!" The Det$or% Manager
'" The )hange Manager
)" The /ervice -evel Manager
#" The service Manager
Answer: B
QUESTION NO: 54
;f $hich ITI- process are reliability, serviceability an, maintainability components
& 1: &
'" IT/ervice )ontinuity Management
)" 1roblem Management
Answer: A
QUESTION NO: 55
Which ITI- process aims to prevent inci,ents resulting from changes to the IT
infrastructure
!" Inci,ent Management
#" )hange Management
Answer: D
QUESTION NO: 56
Which of the follo$ing is a ,epartment rather than a process
'" 1roblem Management
)" /ervice #es%
#" )hange Management
Answer: C
QUESTION NO: 57
.eports of ,ifferent types arrive at a /ervice #es%" Which of the follo$ing reports is an
inci,ent
!" ! re5uest for the installation of a ne$ boo%%eeping pac%age
'" ! report that the printer is not $or%ing
)" Information about the ,eparture time of the train to -on,on
#" ! 5uestion about $here the manual is
Answer: B
& 19 &
QUESTION NO: 58
Where is the planning of changes %ept up to ,ate
!" The )M#' ()onfiguration Management #atabase)
'" /I1 (/ervice Improvement 1rogram)
)" The )!' ()hange !,visory 'oar,)
#" The 7/) (7or$ar, /che,ule of )hanges)
Answer: D
QUESTION NO: 59
What is a baseline in the IT infrastructure
!" The most important infrastructure (such as a net$or%) to $hich all %in,s of
$or%stations an, services can be lin%e,
'" ! stan,ar, configuration (such as a stan,ar, $or%station)
)" ! ,ocument that states ho$ the infrastructure must be ,ealt $ith in an organi(ation
(vision)
#" ! minimum value for Test2ing"com service (must at least satisfy)
Answer: B
QUESTION NO: 60
! process is a logically coherent series of activities for a pre&,efine, goal" What is the
process o$ner responsible for
!" Implementing the process
'" /etting up the process
)" The result of the process
#" #escribing the process
Answer: C
QUESTION NO: 61
8o$ can an organi(ation ,etermine the effectiveness of the /erver -evel Management
process
& @< &
!" 'y reporting on all inci,ents
'" 'y measuring customer satisfaction
)" 'y chec%ing contracts $ith suppliers
#" 'y ,efining server levels
Answer: B
QUESTION NO: 62
Which of the follo$ing is the best ,escription of the contents of the #efinitive /oft$are
-ibrary
!" )opies of all live soft$are programs
'" /oft$are a$aiting user acceptance testing
)" !uthori(e, versions of all soft$are use, on the infrastructure
#" )opies of all soft$are versions that are nee,e,
Answer: C
QUESTION NO: 63
8o$ can an organi(ation ,etermine the effectiveness of the /ervice -evel Management
process
!" 'y reporting on all inci,ents
'" 'y ,efining service levels
)" 'y chec%ing contracts $ith suppliers
#" 'y measuring customer satisfaction
Answer: D
QUESTION NO: 64
Which ITI- process ensures that the information that has been ma,e available satisfies
the specifie, information security re5uirements
'" IT service )ontinuity Management
Answer: D
& @1 &
QUESTION NO: 65
What is the first step $hen registering an inci,ent
!" .ecor, the inci,ent ,ata
'" #etermine the priority
)" 1erform matching
#" !ssign an inci,ent number
Answer: D
QUESTION NO: 66
Where are agreements regar,ing /ecurity Management recor,e,
!" In a )onfiguration Management #atabase ()M#')
'" In a )apacity 1lan
)" In a service -evel !greement (/-!)
#" In a #efinitive /oft$are -ibrary (#/-)
Answer: C
QUESTION NO: 67
What is the primary tas% of *rror )ontrol
!" 1rovi,ing information to the users
'" )hec%ing problems an, inci,ents
)" )lassifying an, ,efining the priorities of problems
#" )orrecting %no$n errors
Answer: D
QUESTION NO: 68
Which ITI- process aims to trace business&critical services for $hich supplementary
emergency measures must be ta%en
!" 1roblem Management
'" IT /ervice )ontinuously Management
)" !vailability Management
& @@ &
#" )apacity Management
Answer: B
QUESTION NO: 69
Where are activities ,ocumente, $ith the aim of improving an IT service
!" /ervice )atalogue
'" /ervice Quality 1lan (/Q1)
)" /ervice Improvement 1rogram (/I1)
#" /ervice -evel !greement (/-!)
Answer: C
QUESTION NO: 70
/ecurity Management inclu,es a number of sub&processes" Which activity of security
management lea,s to a security sub&clause in the /ervice -evel !greement (/-!)
!" )ontrol
'" Implement
)" 1lan
#" Maintenance
Answer: C
QUESTION NO: 71
What is the first activity $hen implementing a release
!" )ompiling the release sche,ule
'" Testing a release
)" #esigning an, buil,ing a release
#" )ommunicating an, preparing the release
Answer: A
QUESTION NO: 72
Which ITI- process is responsible for creating the cost agreements for e+tra support of
the service ,es%
& @B &
Answer: C
QUESTION NO: 73
What is a re5uest to replace something $ithin the IT infrastructure calle,
!" .e5uest for .elease
'" .e5uest for change
)" /ervice .e5uest
#" .eplacement re5uest
Answer: B
QUESTION NO: 74
Which ITI- process is responsible for tracing the un,erlying cause of errors
!" /ecurity Management
Answer: C
QUESTION NO: 75
In )hange Management, a number of activities ta%e place bet$een the acceptance of a
re5uest for change an, the completion of the change" Which activity is performe, after
acceptance of a .e5uest for )hange
!" #etermining the urgency of the change
'" /che,uling the .e5uest for change
)" Implementing the change
#" 'uil,ing an, testing the change
Answer: A
& @0 &
QUESTION NO: 76
!ccor,ing to the #eming 5uality circle a number of steps must be performe, repeate,ly
in or,er to ensure goo, performance Which of the follo$ing ans$ers specifies the correct
se5uence for these steps
!" !)T & chec% & #o & 1lan
'" 1lan & #o & )hec% & !ct
)" #o & 1lan & )hec% &!ct
#" )hec% & 1lan & !ct & #o
Answer: B
QUESTION NO: 77
What is meant by the urgency of an inci,ent
!" The time nee,e, by IT services to resolve the inci,ent
'" The ,egree to $hich the inci,ent gives rise to a ,eviation from the normal service
level
)" The relative importance of the inci,ents $hen han,ling them
#" The ,egree t$o $hich the solution of an inci,ent tolerates ,elay
Answer: A
QUESTION NO: 78
Information an, )ommunication Technologies (I)T) inclu,es both !sset Management
!n, )onfiguration Management" What is the ,ifference bet$een !sset Management an,
)onfiguration Management
!" !sset Management monitors aspects such as ,epreciation an, configuration
management monitors aspects such as the relationships bet$een the configuration items
'" )onfiguration Management ma%es an inventory of the configuration items an, asset
management registers them
)" )onfiguration Management is a component of !sset Management, so there are no
,ifferences bet$een item
#" !sset Management focuses e+clusively on the boo% value an, configuration
management on the status of configuration items
Answer: A
& @5 &
QUESTION NO: 79
What is the criterion use, by )hange Management in ,etermining the category for a
.e5uest for change
!" Argency
'" )ontent
)" Impact
#" 1riority
Answer: C
QUESTION NO: 80
The ,eming 5uality circle is a mo,el for control base, on 5uality" Which step in this
mo,el must be ta%en first
!" 1lanning
'" Measurement
)" !,3ustment
#" Implementation
Answer: A
QUESTION NO: 81
In Test2ing"com a specific component of the IT infrastructure has been mo,ifie," This
coul, have conse5uences for other components" What ITI- process shoul, be set up in
or,er to provi,e goo, insight into these conse5uences
Answer: C
QUESTION NO: 82
Information is regularly e+change, bet$een 1roblem Management an, )hange
Management" What information is this
& @6 &
!" .7)s from the users that problem management passes on to change management
'" .7)s resulting from %no$n errors
)" 2no$n errors from problem management, on the basis of $hich change management
can generate re5uests for )hange (.7)s)
#" .7)s from the /ervice #es% That 1roblem Management passes on to )hange
Management
Answer: B
QUESTION NO: 83
Which aspects are ,escribe, in a /ervice -evel !greement (/-!)
!" The technology ,evelopments that can affect the service offere,
'" The 5uality e+presse, in 5uality an, costs, of the services offere,
)" The company strategy
#" The costs an, e+pecte, revenue of the service offere,
Answer: B
QUESTION NO: 84
What ,oes the term 4,etail level4 mean in the conte+t of the configuration management
,atabase ()M#')
!" The location of the configuration item
'" The relationship bet$een the ,ifferent configuration items
)" The 5uantity of the store, configuration items
#" The ,epth of the ,atabase structure
Answer: D
QUESTION NO: 85
;ne of 1roblem Management4s tas%s is to proactively prevent inci,ents" Which of the
follo$ing is a 1roblem Management activity that can be categori(e, as being proactive
!" #elivering secon,&line support, shoul, problems occur
'" *mploying more 1roblem Managers
)" Ma%ing agreements $ith the customer using /ervice -evel !greements
#" !naly(ing reporte, inci,ents in or,er to mane recommen,ations
& @9 &
Answer: D
QUESTION NO: 86
!" That the 5uality an, the costs of the IT services can be controlle, more efficiently
'" That the organi(ation aroun, the IT services can be set up faster
)" That the users can influence the IT organi(ation provi,ing the IT /ervices
#" That it is finally possible to charge for IT services
Answer: A
QUESTION NO: 87
Which activity is not the responsibility of IT service continuity Management
!" Testing bac%&out arrangements
'" !naly(ing ris%s
)" #ra$ing up bac%&out scenarios
Answer: D
QUESTION NO: 88
What ,oes Mean Time to .epair (MTT.) mean
!" !verage ,o$ntime of a service
'" !verage uptime of a service
)" !verage time of the brea%,o$n&free perio, $ithin a measure, perio,
#" !verage time bet$een t$o consecutive inci,ents
Answer: A
QUESTION NO: 89
Which ITI- process carries out a ris% analysis on the possible threats to an,
vulnerabilities of the IT infrastructure
!" IT service continuity management
& @: &
)" 1roblem management
#" )onfiguration management
Answer: A
QUESTION NO: 90
The /ervice #es% receives ,ifferent types of calls" Which of the follo$ing is an inci,ent
!" ! re5uest to install a ne$ boo%%eeping pac%age
'" ! notification that a ne$ toner cartri,ge has 3ust been installe, in a printer
)" Information about the rollout of a specific application
#" ! system message that a printer is not $or%ing
Answer: D
QUESTION NO: 91
/oft$are is chec%e, for viruses before it goes into the #efinite /oft$are -ibrary (#/-)"
What ITI- process is responsible for ensuring that only virus&free soft$are is put into the
#/-
'" !pplication Management
)" .elease Management
Answer: C
QUESTION NO: 92
.elease Management has ,istribute, a ,efective .elease" !s a result, monthly invoicing
has come to a stan,still" This has very ra,ical conse5uences for the business an, has been
reporte, as an inci,ent" !ccor,ing to ITI- best practices, $hat shoul, happen ne+t
!" /ervice -evel Management $ill start a service improvement program (/I1)
'" .elease Management $ill implement the bac%&out plan
)" )hange Management $ill start a 1ost Implementation .evie$ (1I.)
#" 1roblem Management $ill submit a .e5uest for )hange (.7))
Answer: B
& @9 &
QUESTION NO: 93
Which ITI- process is responsible for han,ling an application for a ne$ $or%station
accor,ing to a stan,ar, $or%ing metho,
'" /ervice #es%
Answer: C
QUESTION NO: 94
Which activity in the ITI- process =7inancial Management for IT services= is responsible
for billing the services that $ere provi,e, to the customer
!" .eporting
'" !ccounting
)" )harging
#" 'u,geting
Answer: C
QUESTION NO: 95
The )apacity Manager as%s the user of an application $hether a certain activity can be
performe, at night so that the )1A is not overloa,e, ,uring the ,ay" What part of the
capacity Management process ,oes this refer to
!" !pplication Management
'" Mo,eling
)" #eman, Management
#" !pplication /i(ing
Answer: C
Topic @, 1ractice (1<6 Questions)
/tu,y these 5uestions carefully as $ell"
QUESTION NO: 1
& B< &
T!e s"##ess$"% &'()n*s's *$ ( +r*,%e- res"%.s 'n ( /n*wn Err*r On .!e ,(s's *$ .!'s
/n*wn Err*r ( Re0"es. $*r C!(n)e -(1 ,e r('se&
2!en #(n .!e /n*wn Err*r ,e #%*se&3
!" When a revie$ of the change has le, to a satisfactory result"
'" When inci,ents relate, to the 2no$n *rror ,o not occur any more"
)" When the proposal for change is lo,ge, $ith )hange Management"
#" When the .e5uest for )hange is authori(e, by the )hange !,visory 'oar,"
Answer: A
E4+%(n(.'*n: Err*r C*n.r*% 's .!e +r*#ess *$ -*n'.*r'n) (n& +r*5'&'n) s*%".'*ns $*r
6n*wn err*rs "n.'% .!e1 (re res*%5e& Err*r C*n.r*% #*n.('ns .!e $*%%*w'n)
(#.'5'.'es:
/n*wn Err*r I&en.'$'#(.'*n (n& Re#*r&'n) & ;nce the root cause has been ,etermine,,
the problem status changes to %no$n error" ! $or%aroun, is ,evelope, to fee, bac% to
Inci,ent Management to han,le further inci,ents that occur before a final solution is
implemente," The %no$n error ,efinition can also be sent to the %no$n error ,atabase to
be use, in the matching process"
S*%".'*n In5es.')(.e& & !n assessment is performe, on $hat $ill be re5uire, to resolve
the %no$n error" This activity coul, consist of cross&functional teams to $eigh ,ifferent
solutions on various criteria inclu,ing costs an, benefits"
De$'n'n) S*%".'*n & ! final solution is ,evelope, an, a .e5uest for )hange (.7)) is
ma,e via the )hange Management 1rocess"
7r*,%e- E5(%"(.'*n (n& Re5'ew & !fter the change has been implemente,, a 1ost
Implementation .evie$ (1I.) is performe, to evaluate the success of the solution an,
associate, changes
C%*s"re & !ssuming the problem revie$ ,eclares the solution as successful, the problem
is finally close,"
QUESTION NO: 2
2!en (n *r)(n'8(.'*n &e#'&es .* #*n.r*% .!e $%*w *$ 'n#'&en. 'n$*r-(.'*n w'.!'n .!e
IT *r)(n'8(.'*n9 w!'#! ITI: +r*#ess w*"%& '. ,e +"..'n) 'n +%(#e3
'" )hange Management
& B1 &
Answer: C
E4+%(n(.'*n: ITI: .er-'n*%*)1 &e$'nes (n 'n#'&en. (s: An1 e5en. w!'#! 's n*. +(r.
*$ .!e s.(n&(r& *+er(.'*n *$ ( ser5'#e (n& w!'#! #("ses9 *r -(1 #("se9 (n
'n.err"+.'*n .*9 *r ( re&"#.'*n 'n9 .!e 0"(%'.1 *$ .!(. ser5'#e
The first goal of the inci,ent management process is to restore a normal service operation
as 5uic%ly as possible an, to minimi(e the impact on business operations, thus ensuring
that the best possible levels of service 5uality an, availability are maintaine,"
QUESTION NO: 3
2!en -"s. ( 7*s. I-+%e-en.(.'*n Re5'ew .(6e +%(#e3
!" after every )hange
'" at the re5uest of the person $ho submitte, the )hange re5uest
)" in case of emergency changes
#" if another inci,ent of the same type occurs again after a )hange has been ma,e
Answer: A
E4+%(n(.'*n: A 7*s. I-+%e-en.(.'*n Re5'ew ;7IR< 's ( $*r-(% re5'ew *$ (
+r*)r(--e *r +r*=e#. I. 's "se& .* (nswer .!e 0"es.'*n: D'& we (#!'e5e w!(. we se.
*". .* &*9 'n ,"s'ness .er-s (n& '$ n*.9 w!(. s!*"%& ,e &*ne3 T!e 7IR -"s. ,e (
+(r. *$ e5er1 #!(n)e +r*#ess
QUESTION NO: 4
2!'#! (#.'5'.1 's n*. .!e res+*ns','%'.1 *$ IT Ser5'#e C*n.'n"'.1 >(n()e-en.3
!" analy(ing ris%s
'" testing bac%&out arrangements
)" ,ra$ing up bac%&out scenarios
#" e+ecuting impact analyses of inci,ents relate, to the bac%&out facilities
Answer: D
E4+%(n(.'*n:
& B@ &
B"s'ness C*n.'n"'.1 >(n()e-en. ;BC>< 's #*n#erne& w'.! -(n()'n) r's6s .*
ens"re .!(. (. (%% .'-es (n *r)(n's(.'*n #(n #*n.'n"e *+er(.'n) .*9 (. %e(s.9 (
+re?&e.er-'ne& -'n'-"- %e5e% T!e BC> +r*#ess 'n5*%5es re&"#'n) .!e r's6 .* (n
(##e+.(,%e %e5e% (n& +%(nn'n) $*r .!e re#*5er1 *$ ,"s'ness +r*#esses s!*"%& ( r's6
-(.er'(%'8e (n& ( &'sr"+.'*n .* .!e ,"s'ness *##"r A s.r"#."re& In#'&en.
>(n()e-en. +r*#esses 'n#%"&es #%(ss'$'#(.'*n9 #(.e)*r's(.'*n9 '-+(#. (n& +r'*r'.1
(ssess-en.9 (n& -*n'.*r'n) (n& .r(#6'n) *$ 'n#'&en.s
QUESTION NO: 5
2!'#! ITI: +r*#ess !(s .!e *,=e#.'5e *$ !e%+'n) .* -*n'.*r .!e IT ser5'#es ,1
-('n.('n'n) ( %*)'#(% -*&e% *$ .!e IT 'n$r(s.r"#."re (n& IT ser5'#es3
#" 7inancial Management for IT services
Answer: C
E4+%(n(.'*n: C*n$')"r(.'*n >(n()e-en. 's .!e '-+%e-en.(.'*n *$ ( &(.(,(se
;C*n$')"r(.'*n >(n()e-en. D(.(,(se ? C>DB< .!(. #*n.('ns &e.('%s *$ .!e
*r)(n's(.'*n@s e%e-en.s .!(. (re "se& 'n .!e +r*5's'*n (n& -(n()e-en. *$ '.s IT
ser5'#es T!'s 's -*re .!(n ="s. (n @(sse. re)'s.er@9 (s '. w'%% #*n.('n 'n$*r-(.'*n .!(.
re%(.es .* .!e -('n.en(n#e9 -*5e-en.9 (n& +r*,%e-s e4+er'en#e& w'.! .!e
C*n$')"r(.'*n I.e-s
QUESTION NO: 6
A##*r&'n) .* .!e De-'n) 0"(%'.1 #'r#%e ( n"-,er *$ s.e+s -"s. ,e +er$*r-e&
re+e(.e&%1 'n *r&er .* ens"re )**& +er$*r-(n#e
2!'#! *$ .!e $*%%*w'n) (nswers s+e#'$'es .!e #*rre#. se0"en#e $*r .!ese s.e+s3
!" !ct & )hec% & #o & 1lan
'" )hec% & 1lan & !ct & #o
)" #o & 1lan & )hec% & !ct
#" 1lan & #o & )hec% & !ct
Answer: D
E4+%(n(.'*n: T!e De-'n)@s 0"(%'.1 #'r#%e 's (%s* 6n*wn (s De-'n)@s 7DCA #'r#%e9
7%(n ? D* ? C!e#6 ? A#.
& BB &
QUESTION NO: 7
T!e De-'n) 0"(%'.1 #'r#%e 's ( -*&e% $*r #*n.r*% ,(se& *n 0"(%'.1
2!'#! s.e+ 'n .!'s -*&e% -"s. ,e .(6en $'rs.3
!" a,3ustment
'" measurement
)" planning
#" implementation
Answer: C
E4+%(n(.'*n:
QUESTION NO: 8
A +r*#ess 's ( %*)'#(%%1 #*!eren. ser'es *$ (#.'5'.'es $*r ( +re?&e$'ne& )*(%
2!(. 's .!e +r*#ess *wner res+*ns',%e $*r3
!" setting up the process
& B0 &
'" implementing the process
)" ,escribing the process
#" the result of the process
Answer: D
E4+%(n(.'*n: T!e +r*#ess *wner 's res+*ns',%e $*r .!e res"%. *$ .!e +r*#ess (n& !(s
.* (#.'5e%1 w*r6 w'.! '-+r*5'n) .!e s.r"#."re (n& $%*w *$ .!e +r*#ess
QUESTION NO: 9
2!(. 's .!e &'$$eren#e ,e.ween ( +r*#ess (n& ( +r*=e#.3
!" ! process is continuous an, has no en, ,ate, $hereas a pro3ect has a finite lifespan"
'" ! pro3ect is continuous an, has no en, ,ate, $hereas a process has a finite lifespan"
)" ! process stops $hen the ob3ective has been achieve,, $hereas a pro3ect ,oes not stop
$hen the ob3ective is met"
#" In a pro3ect the focus is not on the result, $hereas $ith a process the result is
important"
Answer: A
E4+%(n(.'*n: 7r*=e#.s (re *,=e#.'5e?,(se& (n& !(5e #%e(r s.(r. (n& en& +*'n.s
;(%.!*")! I@5e ,een *n s*-e +r*=e#.s .!(. ne5er see-e& .* en&9 ,". .!(.@s (n*.!er
s.*r1< O+er(.'*n(% +r*#esses (re .!*se .!(. #*n.'n"e (& 'n$'n'."- (n& (re .1+'#(%%1
s"s.('n'n) 'n n(."re
QUESTION NO: 10
2!(. 's .!e ,(s's *$ .!e ITI: (++r*(#! .* Ser5'#e >(n()e-en.3
!" ,epartments
'" IT resources
)" officials
#" interrelate, activities
Answer: D
E4+%(n(.'*n: T!e &e$'n'.'*n *$ ( +r*#ess ? A +r*#ess 's ( se. *$ 'n.erre%(.e& (#.'5'.'es
(n&A*r s",+r*#esses (n&A*r ;s",<s.()es w'.! ( #*--*n )*(%9 (n& ITI: $*#"ses *n
,es. +r(#.'#e ;+r*#ess< .!(. #(n ,e ".'%'8e& 'n &'$$eren. w(1s (##*r&'n) .* nee&
& B5 &
QUESTION NO: 11
2!'#! *$ .!e $*%%*w'n) 's ( ,ene$'. *$ "s'n) ITI:3
!" that the users can influence the IT organi(ation provi,ing the IT services
'" that the 5uality an, the costs of the IT services can be controlle, more efficiently
)" that the organi(ation aroun, the IT services can be set up faster
#" that it is finally possible to charge for IT services
Answer: B
E4+%(n(.'*n:
'y improving the processes aroun, IT, the organi(ation can begin toE
& Improve resource utili(ation
& 'e more competitive
& #ecrease re$or%
& *liminate re,un,ant $or%
& Improve upon pro3ect ,eliverables an, time
& Improve availability, reliability an, security of mission critical IT&services
& Fustify the cost of service 5uality
& 1rovi,e services that meet business, customer an, user ,eman,s
& Integrate central processes
& #ocument an, communicate roles an, responsibilities in service provision
& -earn from previous e+perience
& 1rovi,e ,emonstrable performance in,icators
QUESTION NO: 12
2!'#! (#.'5'.1 .(6es +%(#e '--e&'(.e%1 ($.er re#*r&'n) (n& re)'s.er'n) (n 'n#'&en.3
!" analysis an, ,iagnosis
'" classification
)" matching
#" solving an, restoring
Answer: B
E4+%(n(.'*n:
& B6 &
QUESTION NO: 13
In (n *r)(n'8(.'*n9 .!e +"r#!(s'n) &e+(r.-en. !(s re%*#(.e& 'n.ern(%%1 ? n*. ="s. .!e
+e*+%e9 ,". (%s* .!e'r IT res*"r#es A Ser5'#e Des6 e-+%*1ee !(s ,een #*--'ss'*ne&
.* re%*#(.e .!'s &e+(r.-en.@s w*r6s.(.'*ns
In w!'#! ITI: +r*#ess 's .!'s e-+%*1ee n*w +%(1'n) ( r*%e3
& B9 &
#" )onfiguration Management
Answer: A
E4+%(n(.'*n: C!(n)e >(n()e-en. +r*5'&es ( w(1 *$ -(n()'n) (n& #*n.r*%%'n) .!e
w(1 #!(n)es (re 'n'.'(.e&9 (ssesse&9 +%(nne& $*r9 s#!e&"%e& (n& '-+%e-en.e& T!e
s#*+e *$ C!(n)e >(n()e-en. -(1 'n#%"&e9 ,". 's n*. %'-'.e& .*:
1" components of the IT infrastructure (e"g" har,$are, soft$are an, ,ocumentation)
@" IT services (/-!s)
B" IT service organi(ations (e"g" organi(ational structure an, proce,ures)"
QUESTION NO: 14
In$*r-(.'*n 's re)"%(r%1 e4#!(n)e& ,e.ween 7r*,%e- >(n()e-en. (n& C!(n)e
>(n()e-en.
2!(. 'n$*r-(.'*n 's .!'s3
!" 2no$n *rrors from 1roblem Management, on the basis of $hich )hange Management
can generate .e5uests for )hange (.7)s)
'" .7)s resulting from 2no$n *rrors
)" .7)s from the users that 1roblem Management passes on to )hange Management
#" .7)s from the /ervice #es% that 1roblem Management passes on to )hange
Management
Answer: B
E4+%(n(.'*n: As s!*wn 'n .!e $')"re .!ere 's ( Re0"es. B*r C!(n)e .!(. 's sen. .*
.!e C!(n)e >(n()e-en. +r*#ess *n#e ( s*%".'*n 's &e$'ne& $*r ( /n*wn Err*r
& B: &
& B9 &
QUESTION NO: 15
In IT Ser5'#e C*n.'n"'.1 >(n()e-en. 5(r'*"s +re#(".'*n(r1 -e(s"res (re .(6en9
$*r e4(-+%e "s'n) (n e-er)en#1 +*wer +r*5's'*n
2!'#! *$ .!e $*%%*w'n) ITI: +r*#esses #*"%& (%s* 'n'.'(.e .!'s 6'n& *$ -e(s"re3
'" )apacity management
Answer: A
E4+%(n(.'*n: A5('%(,'%'.1 >(n()e-en. 's #*n#erne& w'.! &es')n9 '-+%e-en.(.'*n9
-e(s"re-en. (n& -(n()e-en. *$ IT ser5'#es .* ens"re .!e s.(.e& ,"s'ness
re0"'re-en.s $*r (5('%(,'%'.1 (re #*ns's.en.%1 -e. A5('%(,'%'.1 >(n()e-en.
re0"'res (n "n&ers.(n&'n) *$ .!e re(s*ns w!1 IT ser5'#e $('%"res *##"r (n& .!e .'-e
.(6en .* res"-e ser5'#e In#'&en. >(n()e-en. (n& 7r*,%e- >(n()e-en. +r*5'&e (
6e1 'n+". .* ens"re .!e (++r*+r'(.e #*rre#.'5e (#.'*ns (re ,e'n) +r*)resse&
QUESTION NO: 16
2!'#! s.(.e-en. ,es. &es#r',es .!e r*%e *$ .!e Ser5'#e Des63
!" The /ervice #es% functions as the first contact for the customer"
'" The primary tas% of the /ervice #es% is to investigate problems"
)" The /ervice #es% ensures that the agree, IT service is available"
#" The /ervice #es% ensures that the telephone is al$ays manne,"
Answer: A
E4+%(n(.'*n: T!e ser5'#e &es6 's .!e s'n)%e #*n.(#. +*'n. $*r .!e #"s.*-ers .* re#*r&
.!e'r +r*,%e-s I. w'%% .r1 .* res*%5e '.9 '$ .!ere 's ( &'re#. s*%".'*n *r w'%% #re(.e (n
'n#'&en.
QUESTION NO: 17
2!'#! ITI: +r*#ess *r w!'#! ITI: &e+(r.-en. !(s res+*ns','%'.'es .!(. 'n#%"&e
&'s.r',".'n) 'n$*r-(.'*n .* "sers3
'" )ustomer .elationship Management
& 0< &
#" /ervice #es%
Answer: D
E4+%(n(.'*n:
The common /ervice #es% functions inclu,eE
& .eceiving calls, first&line customer liaison
& .ecor,ing an, trac%ing inci,ents an, complaints
& 2eeping customers informe, on re5uest status an, progress
& Ma%ing an initial assessment of re5uests, attempting to resolve them or refer them to
someone $ho can
& Monitoring an, escalation proce,ures relative to the appropriate /-!s
& I,entifying problems
& )losing inci,ents an, confirmation $ith the customers
& )oor,inating secon,&line an, thir, line support
QUESTION NO: 18
2!'#! (#.'5'.1 's n*. ( Ser5'#e Des6 (#.'5'.13
!" registering Inci,ents
'" solving a 1roblem
)" relating an inci,ent to a 2no$n *rror
#" applying temporary fi+es
Answer: B
E4+%(n(.'*n: T!e IT In$r(s.r"#."re :',r(r1 (++r*(#! .* ( Ser5'#e Des6 (#.s (s .!e
#en.r(% +*'n. *$ #*n.(#. ,e.ween ser5'#e +r*5'&ers (n& "sersA#"s.*-ers9 *n (
&(1?.*?&(1 ,(s's I. 's (%s* ( $*#(% +*'n. $*r re+*r.'n) In#'&en.s (n& $*r "sers -(6'n)
ser5'#e re0"es.s I. !(n&%es 'n#'&en.s (n& ser5'#e re0"es.s9 (s we%% (s +r*5'&'n) (n
'n.er$(#e9 w'.! "sers9 $*r *.!er Ser5'#e >(n()e-en. (#.'5'.'es s"#! (s C!(n)e9
7r*,%e-9 C*n$')"r(.'*n9 Re%e(se9 Ser5'#e :e5e% (n& IT Ser5'#e C*n.'n"'.1
>(n()e-en. T!e Ser5'#e &es6 's .!e +*'n. *$ #*n.(#. .* .!e +r*,%e- s*%5ers (n&
#!(n)e -(n()ers ,". .!e1 &* n*. +er$*r- .!ese .(s6s .!e-se%5es
QUESTION NO: 19
2!* 's res+*ns',%e $*r .r(#6'n) (n& -*n'.*r'n) (n 'n#'&en.3
& 01 &
!" 1roblem Manager
'" 1roblem Management staff
)" /ervice #es%
#" /ervice -evel Manager
Answer: C
E4+%(n(.'*n:
The common /ervice #es% functions inclu,eE
& .eceiving calls, first&line customer liaison
& .ecor,ing an, trac%ing inci,ents an, complaints
& 2eeping customers informe, on re5uest status an, progress
& Ma%ing an initial assessment of re5uests, attempting to resolve them or refer them to
someone $ho can
& Monitoring an, escalation proce,ures relative to the appropriate /-!s
& I,entifying problems
& )losing inci,ents an, confirmation $ith the customers
& )oor,inating secon,&line an, thir, line support
QUESTION NO: 20
T!e Ser5'#e Des6 re#e'5es &'$$eren. .1+es *$ #(%%s
2!'#! *$ .!e $*%%*w'n) 's (n 'n#'&en.3
!" information about the rollout of a specific application
'" a notification that a ne$ toner cartri,ge has 3ust been installe, in a printer
)" a system message that a printer is not $or%ing
#" a re5uest to install a ne$ boo%%eeping pac%age
Answer: C
E4+%(n(.'*n: An 'n#'&en. 's &e$'ne& (s:
!ny event $hich is not a part of the stan,ar, operation of a system that causes, or may
cause, an interruption to, or a re,uction in, the 5uality of service"
QUESTION NO: 21
2!'#! *$ .!e $*%%*w'n) 's ( &e+(r.-en. r(.!er .!(n ( +r*#ess3
& 0@ &
#" /ervice #es%
Answer: D
C*--en.: While ITI- suggests that the /ervice #es% is a function an, not a process, it
has been observe, that the /ervice .e5uest process follo$e, by the service ,es% is in fact
a process"
QUESTION NO: 22
One *$ 7r*,%e- >(n()e-en.@s .(s6s 's .* +r*(#.'5e%1 +re5en. 'n#'&en.s
2!'#! *$ .!e $*%%*w'n) 's ( 7r*,%e- >(n()e-en. (#.'5'.1 .!(. #(n ,e #(.e)*r'8e& (s
,e'n) +r*(#.'5e3
!" analy(ing reporte, inci,ents in or,er to ma%e recommen,ations
'" ,elivering secon,&line support, shoul, problems occur
)" ma%ing agreements $ith the customer using /ervice -evel !greements
#" employing more 1roblem Managers
Answer: A
E4+%(n(.'*n: 7r*,%e- +re5en.'*n r(n)es $r*- +re5en.'*n *$ 'n&'5'&"(% 7r*,%e-s9
s"#! (s re+e(.e& &'$$'#"%.'es w'.! ( +(r.'#"%(r $e(."re *$ ( s1s.e-9 .!r*")! .*
s.r(.e)'# &e#'s'*ns 7r*,%e- +re5en.'*n (%s* 'n#%"&es 'n$*r-(.'*n ,e'n) )'5en .*
C"s.*-ers .!(. ne)(.es .!e nee& .* (s6 $*r (ss's.(n#e 'n .!e $"."re An(%1s's $*#"ses
*n +r*5'&'n) re#*--en&(.'*ns *n '-+r*5e-en.s $*r .!e 7r*,%e- s*%5ers T!e -('n
(#.'5'.'es w'.!'n +r*(#.'5e 7r*,%e- >(n()e-en. +r*#esses (re .ren& (n(%1s's (n&
.!e .(r)e.'n) *$ +re5en.'5e (#.'*n
QUESTION NO: 23
One *$ .!e *,=e#.'5es *$ 7r*,%e- >(n()e-en. 's .* -'n'-'8e .!e '-+(#. *$
+r*,%e-s *n IT ser5'#es
2!'#! (#.'5'.1 nee&s .* ,e #(rr'e& *". ,1 7r*,%e- >(n()e-en. 'n *r&er .* (#!'e5e
.!'s3
!" ensuring the availability of the IT infrastructure
'" giving secon,&line support $hen problems occur
)" maintaining relations $ith suppliers
#" managing 2no$n *rrors
& 0B &
Answer: D
E4+%(n(.'*n: >(n()'n) /n*wn Err*rs9 *r Err*r C*n.r*%9 's ( 5'.(% +(r. *$ .!e
7r*,%e- >(n()e-en. +r*#ess9 .!'s +(r. *$ .!e 7r*,%e- >(n()e-en. +r*#ess 's
"se& *n#e .!e r**. #("se $*r ( +r*,%e- 's '&en.'$'e& 2'.!*". .!e Err*r C*n.r*%
.!ere w*"%& ne5er ,e (n1 s*%".'*ns (n& #%*s"re *$ +r*,%e-s
QUESTION NO: 24
2!'#! s.(."s 's ( +r*,%e- (ss')ne& *n#e '.s #("se !(s ,een '&en.'$'e&3
!" Inci,ent
'" 2no$n *rror
)" Wor%&aroun,
#" .e5uest for )hange (.7))
Answer: B
E4+%(n(.'*n: On#e .!e r**. #("se $*r ( +r*,%e- 's '&en.'$'e& .!e +r*,%e- 's
.r(ns$erre& 'n.* .!e Err*r C*n.r*% +(r. *$ .!e 7r*,%e- >(n()e-en. +r*#ess (n&
.!e +r*,%e- 's #%(ss'$'e& (s ( /n*wn Err*r ;+*ss',%1 w'.! ( w*r6?(r*"n&<
QUESTION NO: 25
2!'#! (#.'5'.1 'n .!e 7r*,%e- >(n()e-en. +r*#ess 's res+*ns',%e $*r )ener(.'n)
Re0"es.s $*r C!(n)e ;RBCs<3
!" 1roblem !nalysis
'" *rror )ontrol
)" Monitoring
#" 1roactive 1roblem Management
Answer: B
E4+%(n(.'*n: On#e ( +r*,%e- 's #%(ss'$'e& (s ( /n*wn Err*r '. 's .r(ns$erre& $r*-
7r*,%e- C*n.r*% .* Err*r C*n.r*% 2'.!'n .!e Err*r C*n.r*% (#.'5'.1 .!e w*r6 w'.!
&e$'n'n) ( s*%".'*n .* .!e /n*wn Err*r s.(r.s9 *n#e ( s*%".'*n 's +r*&"#e& ( RBC 's
sen. .* C!(n)e >(n()e-en. +r'*r .* &e+%*1'n) .!e s*%".'*n
QUESTION NO: 26
& 00 &
2!en .!e #("se *$ *ne *r -*re 'n#'&en.s 's n*. 6n*wn9 (&&'.'*n(% res*"r#es (re
(ss')ne& .* '&en.'$1 .!e #("se
2!'#! ITI: +r*#ess 's res+*ns',%e $*r .!'s3
Answer: C
E4+%(n(.'*n: Re$er .* .!e 7r*,%e- >(n()e-en. +r*#ess w!'#! s!*ws 1*" !*w '. 's
&'5'&e& 'n.* .w* +(r.s One .!(. w*r6s w'.! +r*,%e-s w'.! (n "n6n*wn #("se (n&
*ne .!(. w*r6s w'.! 6n*wn err*rs ;+r*,%e- w'.! ( 6n*wn #("se<
& 05 &
& 06 &
QUESTION NO: 27
2!'#! ITI: +r*#ess +r*5'&es #!(n)e +r*+*s(%s 'n *r&er .* e%'-'n(.e s.r"#."r(%
err*rs3
!" IT /ervice )ontinuity Management
Answer: D
E4+%(n(.'*n: On#e ( s*%".'*n 's &e$'ne& $*r ( 6n*wn err*r 'n .!e 7r*,%e-
>(n()e-en. +r*#ess ( #!(n)e +r*+*s(%9 *r Re0"es. $*r C!(n)e ;RBC<9 's sen. .* .!e
C!(n)e >(n()e-en. On#e .!e #!(n)e 's #*--'..e& .!e 7r*,%e- >(n()e-en.
+r*#ess #*n.'n"es w'.! ( 7*s. I-+%e-en.(.'*n Re5'ew ;7IR< (n& '$ .!e #!(n)es
-(&e s*%5e& .!e +r*,%e- .!en .!e +r*#ess #*n.'n"es .* .!e 7r*,%e- C%*s"re s.()e
Re-e-,er9 7r*,%e- >(n()e-en. +r*&"#es s*%".'*ns (n& C!(n)e >(n()e-en.
&e+%*1s .!e s*%".'*ns .!r*")!*". .!e *r)(n'8(.'*n
QUESTION NO: 28
2!en 's ( /n*wn Err*r '&en.'$'e&3
!" When the cause of the problem is %no$n"
'" When the inci,ent has been sent to 1roblem Management"
)" When the problem is %no$n"
#" When the problem has been resolve,"
Answer: A
E4+%(n(.'*n: On#e .!e #("se 's 6n*wn $*r ( +r*,%e- .!e +r*,%e- 's #%(ss'$'e& (s (
6n*wn err*r (n& ( w*r6?(r*"n& -(1 ,e +r*5'&e& "n.'% ( s*%".'*n 's +r*&"#e& (n&
&e+%*1e&
QUESTION NO: 29
2!'#! *$ .!e $*%%*w'n) .(s6s 's +(r. *$ +r*(#.'5e 7r*,%e- >(n()e-en.3
!" ma%ing a change to resolve a problem
'" registering fre5uently occurring errors
)" analy(ing tren,s
#" managing 2no$n *rrors
& 09 &
Answer: C
E4+%(n(.'*n: 7r*,%e- +re5en.'*n r(n)es $r*- +re5en.'*n *$ 'n&'5'&"(% 7r*,%e-s9
s"#! (s re+e(.e& &'$$'#"%.'es w'.! ( +(r.'#"%(r $e(."re *$ ( s1s.e-9 .!r*")! .*
s.r(.e)'# &e#'s'*ns 7r*,%e- +re5en.'*n (%s* 'n#%"&es 'n$*r-(.'*n ,e'n) )'5en .*
C"s.*-ers .!(. ne)(.es .!e nee& .* (s6 $*r (ss's.(n#e 'n .!e $"."re An(%1s's $*#"ses
*n +r*5'&'n) re#*--en&(.'*ns *n '-+r*5e-en.s $*r .!e 7r*,%e- s*%5ers T!e -('n
.!e .(r)e.'n) *$ +re5en.'5e (#.'*n
QUESTION NO: 30
2!'#! ITI: +r*#ess 's res+*ns',%e $*r .r(#'n) .!e "n&er%1'n) #("se *$ err*rs3
Answer: C
E4+%(n(.'*n: In ITI:9 ( C7r*,%e-C 's &e$'ne& (s: CAn "n6n*wn "n&er%1'n) #("se *$
*ne *r -*re 'n#'&en.sC T!ere$*re 7r*,%e- >(n()e-en. s!*"%& ,e res+*ns',%e $*r
.r(#'n) .!e "n&er%1'n) #("se *$ err*rs
QUESTION NO: 31
2!'#! *$ .!e $*%%*w'n) 's (n e4(-+%e *$ +r*(#.'5e 7r*,%e- >(n()e-en.3
!" a report regar,ing the 1roblem Management process
'" a tren, analysis
)" an urgent change
#" a change re5uest
Answer: B
E4+%(n(.'*n:
& 0: &
7r*,%e- +re5en.'*n r(n)es $r*- +re5en.'*n *$ 'n&'5'&"(% 7r*,%e-s9 s"#! (s
re+e(.e& &'$$'#"%.'es w'.! ( +(r.'#"%(r $e(."re *$ ( s1s.e-9 .!r*")! .* s.r(.e)'#
&e#'s'*ns 7r*,%e- +re5en.'*n (%s* 'n#%"&es 'n$*r-(.'*n ,e'n) )'5en .* C"s.*-ers
.!(. ne)(.es .!e nee& .* (s6 $*r (ss's.(n#e 'n .!e $"."re An(%1s's $*#"ses *n
+r*5'&'n) re#*--en&(.'*ns *n '-+r*5e-en.s $*r .!e 7r*,%e- s*%5ers T!e -('n
.!e .(r)e.'n) *$ +re5en.'5e (#.'*n
QUESTION NO: 32
D*w &*es 7r*,%e- >(n()e-en. #*n.r',".e .* ( !')!er s*%".'*n +er#en.()e *$
$'rs.?%'ne s"++*r.3
!" by analy(ing open inci,ents
'" by evaluating inci,ents $ith the customer
)" by preventing inci,ents
#" by ma%ing a %no$le,ge ,atabase available
Answer: D
E4+%(n(.'*n: B1 #(+."r'n) (%% 6n*w%e&)e $r*- s*%5'n) +r*,%e-s 'n.* ( 6n*w%e&)e
&(.(,(se9 (n& -(6'n) .!e- (5('%(,%e .* .!e ser5'#e &es6 1*" e-+*wer .'er *ne
s"++*r. .* +er$*r- -*re &'()n*s.'# (n& re+('r .(s6s (n& $ree'n) "+ .'er .!ree
s"++*r. $*r +r*(#.'5e -(n()e-en.
QUESTION NO: 33
2!(. 's .!e +r'-(r1 .(s6 *$ Err*r C*n.r*%3
!" chec%ing problems an, inci,ents
'" classifying an, ,efining the priorities of problems
)" correcting 2no$n *rrors
#" provi,ing information to the users
Answer: C
E4+%(n(.'*n: Err*r #*n.r*% 's (%% (,*". $'n&'n) .!e s*%".'*n .* ( 6n*wn err*r
C!e#6'n) +r*,%e-s (n& 'n#'&en.s9 (n& #%(ss'$1'n) (n& &e$'n'n) .!e +r'*r'.'es 's 'n
.!e 7r*,%e- C*n.r*% +(r. *$ 7r*,%e- >(n()e-en. In$*r-(.'*n .* "sers 's
+r*5'&e& .!r*")! .!e ser5'#e &es6
& 09 &
QUESTION NO: 34
2!(. 's .!e .er- "se& $*r ( s'."(.'*n &er'5e& $r*- ( ser'es *$ 'n#'&en.s w'.! .!e
s(-e #!(r(#.er's.'#s3
!" a )hange .e5uest
'" a 2no$n *rror
)" a 1roblem
#" a /ervice )all
Answer: C
E4+%(n(.'*n: In ITI:9 ( C7r*,%e-C 's &e$'ne& (s: CAn "n6n*wn "n&er%1'n) #("se *$
*ne *r -*re 'n#'&en.sC I$ 1*" !(5e ( ser'es *$ 'n#'&en.s w'.! .!e s(-e
#!(r(#.er's.'#s .!e1 +r*,(,%1 !(5e .!e s(-e "n&er%1'n) #("se (n& 'n *r&er .* s*%5e
.!ese 'n#'&en.s ,e$*re .!e1 (++e(r 'n .!e $"."re 1*" s!*"%& sen& .!'s .* .!e 7r*,%e-
>(n()e-en. +r*#ess 'n *r&er .* s*%5e .!e #("se *$ .!e +r*,%e-
QUESTION NO: 35
2!(. 's -e(n. ,1 .!e "r)en#1 *$ (n 'n#'&en.3
!" the ,egree to $hich the solution of an inci,ent tolerates ,elay
'" the ,egree to $hich the inci,ent gives rise to a ,eviation from the normal service level
)" the time nee,e, by IT /ervices to resolve the inci,ent
#" the relative importance of the inci,ents $hen han,ling them
Answer: A
E4+%(n(.'*n: I-+(#. (n& .!e Ur)en#1 *$ .!e In#'&en. .*)e.!er &e#'&e .!e 7r'*r'.1
Se5er'.1 #*-es $r*- .!e e5en.s .!(. (re '&en.'$'e& ,1 .!e -*n'.*r'n) .**%s Se5er'.1
#(n ,e -(++e& &'re#.%1 .* .!e CI-+(#. .* .!e B"s'nessC
2!(. $(#.*rs 'n$%"en#e .!e 7r'*r'.13
1" I-+(#. & /everity of the Inci,ent" This is the measure of the impact to the business
@" Ur)en#1 & 8o$ much ,elay can be tolerate, in fi+ing the issue 8o$ 5uic%ly it shoul, be resolve,
B" C"s.*-er I-+*r.(n#e & ieG a call from the )*;
0" Res*"r#es re0"'re& to fi+ the issue
5" 7*.en.'(% #*s. of non&resolution
6" D'sr"+.'*n of service to the customer
& 5< &
QUESTION NO: 36
Tes./'n)#*- #(%%s .!e Ser5'#e Des6 (n& re+*r.s .!(. .!e s1s.e- 's s%*w De (s6s
w!e.!er !e #(n ,e )'5en (n*.!er 7C %'6e !'s #*%%e()"e@s9 w!'#! 's -"#! $(s.er
2!'#! .er- 's (++%'#(,%e .* .!'s s'."(.'*n3
!" )lassification
'" Inci,ent
)" 1roblem
#" .e5uest for )hange
Answer: B
E4+%(n(.'*n: T!e re(s*n $*r .!e #(%% 's .!e s%*w s1s.e- w!'#! 's (n 'n#'&en. w'.! (n
"n6n*wn "n&er%1'n) #("se
QUESTION NO: 37
Re+*r.s *$ &'$$eren. .1+es (rr'5e (. ( Ser5'#e Des6
2!'#! *$ .!e $*%%*w'n) re+*r.s 's (n 'n#'&en.3
!" information about the ,eparture time of the train to -on,on
'" a 5uestion about $here the manual is
)" a report that the printer is not $or%ing
#" a re5uest for the installation of a ne$ boo%%eeping pac%age
Answer: C
E4+%(n(.'*n: ITI: .er-'n*%*)1 &e$'nes (n 'n#'&en. (s: An1 e5en. w!'#! 's n*. +(r.
*$ .!e s.(n&(r& *+er(.'*n *$ ( ser5'#e (n& w!'#! #("ses9 *r -(1 #("se9 (n
'n.err"+.'*n .*9 *r ( re&"#.'*n 'n9 .!e 0"(%'.1 *$ .!(. ser5'#e
QUESTION NO: 38
2!'#! ITI: +r*#ess !(s .!e $*%%*w'n) *,=e#.'5e3
C*rre#.'n) -(%$"n#.'*ns 'n .!e ser5'#es (s 0"'#6%1 (s +*ss',%e ,1 -'n'-'8'n) .!e
#*nse0"en#es *$ .!e -(%$"n#.'*ns9 s* .!(. .!e "ser 's !'n&ere& (s %'..%e (s +*ss',%e
& 51 &
Answer: C
E4+%(n(.'*n: T!e *,=e#.'5e *$ In#'&en. >(n()e-en. 's .* res.*re ser5'#e (s 0"'#6%1
(s +*ss',%e T!ere$*re9 (n 'n#'&en. 's (#.'5e "n.'% ser5'#e 's 5er'$'e& (s res.*re&T!e
*,=e#.'5e *$ 7r*,%e- >(n()e-en. 's .* -'n'-'8e .!e e#*n*-'# '-+(#. *$ ser5'#e
&'sr"+.'*n ,1 &'()n*s'n) .!e r**. #("ses *$ 'n#'&en.s9 )(.!er'n) 'n$*r-(.'*n *n
6n*wn err*rs (n& ,1 +r*5'&'n) w*r6(r*"n&s9 .e-+*r(r1 $'4es9 (n& +er-(nen.
$'4esT!e *,=e#.'5e *$ C!(n)e >(n()e-en. 's .* ens"re .!(. s.(n&(r&'8e& -e.!*&s
(n& +r*#e&"res (re "se& $*r e$$'#'en. (n& +r*-+. !(n&%'n) *$ (%% #!(n)es .*
#*n.r*%%e& IT 'n$r(s.r"#."re9 'n *r&er .* -'n'-'8e .!e n"-,er (n& '-+(#. *$ (n1
re%(.e& In#'&en.s "+*n ser5'#e A5('%(,'%'.1 -(n()e-en. $*#"ses *n *+.'-'8'n) .!e
#(+(,'%'.1 *$ .!e IT 'n$r(s.r"#."re9 ser5'#es (n& s"++*r.'n) *r)(n'8(.'*ns .* &e%'5er
( #*s.?e$$e#.'5e (n& s"s.('ne& %e5e% *$ (5('%(,'%'.1 .!(. en(,%es .!e ,"s'ness .* s(.'s$1
'.s ,"s'ness *,=e#.'5es
QUESTION NO: 39
2!(. 's .!e $'rs. s.e+ w!en re)'s.er'n) (n 'n#'&en.3
!" recor, the inci,ent ,ata
'" assign an inci,ent number
)" perform matching
#" ,etermine the priority
Answer: B
E4+%(n(.'*n: An 'n#'&en. n"-,er ;*r .'#6e.< 's (ss')ne& (n& )'5en .* .!e "ser w!*
re+*r.s .!e 'n#'&en. s* .!(. !e #(n re."rn .* #!e#6 s.(."s *n C!'sC 'n#'&en. T!'s
.'#6e. w'%% (%s* !e%+ .r(#'n) .!e 'n#'&en. .!r*")! .!e 5(r'*"s +r*#esses
QUESTION NO: 40
2!'#! ITI: +r*#ess !(s .!e .(s6 *$ #%(ss'$1'n) 'n#*-'n) 'n.err"+.'*n re+*r.s3
Answer: B
& 5@ &
E4+%(n(.'*n:
QUESTION NO: 41
2!'#! *$ .!e $*%%*w'n) +(r.'es 'n5*%5e& 'n (n 'n#'&en. &e.er-'nes w!e.!er .!(.
'n#'&en. #(n ,e #%*se&3
& 5B &
!" purchaser of the services
'" user
)" employee of the /ervice #es%
#" /ervice Manager
Answer: B
E4+%(n(.'*n: I$ .!e "ser 's s(.'s$'e& w'.! .!e s*%".'*n .* (n 'n#'&en.9 .!en (n& *n%1
.!en9 #(n .!e 'n#'&en. ,e #%*se&
QUESTION NO: 42
2!(. 's .!e "se *$ (&&'.'*n(% .e#!n'#(% e4+er.'se 'n .!e In#'&en. >(n()e-en.
+r*#ess #(%%e&3
!" inci,ent classification
'" functional escalation
)" resolution an, recovery of the inci,ent
#" problem analysis
Answer: B
E4+%(n(.'*n:
Es#(%(.'*n ? 1assing information an,Hor re5uesting action on an Inci,ent, 1roblem or
)hange to more senior staff (hierarchical escalation) or other specialists (functional
escalation)" 7unctional *scalation is sometimes calle, .eferral"
QUESTION NO: 43
O$ w!'#! ITI: +r*#ess (re Re%'(,'%'.19 Ser5'#e(,'%'.1 (n& >('n.('n(,'%'.1
#*-+*nen.s3
!" IT /ervice )ontinuity Management
'" /ervice -evel Management
#" !vailability Management
Answer: D
E4+%(n(.'*n:
!vailability is usually calculate, on a mo,el involving the !vailability .atio an,
techni5ues such as 7ault Tree !nalysis, an, inclu,es the follo$ing elementsE
& 50 &
/erviceability & Where a service is provi,e, by a Br, party organi(ation, this is the
e+pecte, availability of a component"
.eliability & the time for $hich a component can be e+pecte, to perform un,er specific
con,itions $ithout failure"
.ecoverability & the time it shoul, ta%e to restore a component bac% to its operational
state after a failure"
Maintainability & the ease $ith $hich a component can be maintaine,, $hich can e both
reme,ial an, preventative"
.esilience & the ability to $ithstan, failure"
/ecurity & the ability of components to $ithstan, breaches of security"
QUESTION NO: 44
2!(. 's .!e -e(n'n) *$ .!e .er- Ser5'#e(,'%'.13
!" the ,egree of availability of the IT services that can be offere,
'" the ,egree of support that the /ervice #es% provi,es to the customer
)" the ,egree to $hich the provision of IT services can be supporte, by maintenance
contracts
#" the ,egree to $hich the services agree, in the /ervice -evel !greement (/-!) are
complie, $ith
Answer: C
E4+%(n(.'*n:
/erviceability & Where a service is provi,e, by a Br, party organi(ation, this is the
e+pecte, availability of a component"
QUESTION NO: 45
2!(. &*es >e(n T'-e T* Re+('r ;>TTR< -e(n3
!" average uptime of a service
'" average ,o$ntime of a service
)" average time bet$een t$o consecutive inci,ents
#" average time of the brea%,o$n&free perio, $ithin a measure, perio,
Answer: B
E4+%(n(.'*n:
& 55 &
2!'%e >TBB ;>e(n T'-e Be.ween B('%"res< -e(s"res .!e .'-e ,e.ween $('%"res9
>TTR -e(s"res .!e .'-e ,e.ween .!e ser5'#e 'n.err"+.'*n (n& ser5'#e res.*r(.'*n
>TTR 'n#%"&es +r*,%e- &'()n*s's (n& +r*,%e- re+('r 2!en #!(n)es (re
"n#*n.r*%%e& (n& "n-(n()e&9 >TTR 's &*-'n(.e& ,1 +r*,%e- &'()n*s's
QUESTION NO: 46
2!'#! ITI: +r*#ess -(n()er re0"'res ( re+*r. s+e#'$1'n) .!e &"r(.'*n *$ (n
'n.err"+.'*n *$ ( C*n$')"r(.'*n I.e-3
!" !vailability Manager
'" Inci,ent Manager
)" 1roblem Manager
#" /ervice -evel Manager
Answer: A
E4+%(n(.'*n: A5('%(,'%'.1 >(n()e-en. 's .!e +r(#.'#e *$ '&en.'$1'n) %e5e%s *$ IT
Ser5'#e (5('%(,'%'.1 $*r "se 'n Ser5'#e :e5e% Re5'ews w'.! C"s.*-ers A%% (re(s *$ (
ser5'#e -"s. ,e -e(s"r(,%e (n& &e$'ne& w'.!'n .!e Ser5'#e :e5e% A)ree-en. ;S:A<
(n& .!ere$*re (n1 +%(ne& #*n$')"r(.'*ns -"s. ,e re+*r.e& .* .!e A5('%(,'%'.1
>(n()er s* .!(. !e #(n #!e#6 .!e 'n.err"+.'*n ()('ns. S:A@s 'n "se
QUESTION NO: 47
T!e A++%'#(.'*n S'8'n) (#.'5'.1 's +(r. *$ C(+(#'.1 >(n()e-en.
2!(. 's A++%'#(.'*n S'8'n)3
!" measuring the loa, that an application places on the har,$are
'" chec%ing ho$ an application has gro$n
)" %eeping the capacity use, by the applications up&to&,ate
#" ,etermining the har,$are capacity re5uire, to support ne$ (or a,apte,) applications
Answer: D
E4+%(n(.'*n: C(+(#'.1 >(n()e-en. 's .!e &'s#'+%'ne .!(. ens"res IT 'n$r(s.r"#."re
's +r*5'&e& (. .!e r')!. .'-e 'n .!e r')!. 5*%"-e (. .!e r')!. +r'#e9 (n& ens"r'n) .!(.
IT 's "se& 'n .!e -*s. e$$'#'en. -(nner
!pplication /i(ing involves input from many areas of the business to i,entify $hat services are
(or $ill be) re5uire,, $hat IT infrastructure is re5uire, to support these services, $hat level of
)ontingency $ill be nee,e,, an, $hat the cost of this infrastructure $ill be"
& 56 &
These are inputs into the follo$ing )apacity Management processesE
1" 1erformance monitoring
@" Wor%loa, monitoring
B" !pplication /i(ing ITI-
0" .esource forecasting
5" #eman, forecasting
6" Mo,eling
QUESTION NO: 48
T!e C(+(#'.1 >(n()er (s6s .!e "ser *$ (n (++%'#(.'*n w!e.!er ( #er.('n (#.'5'.1 #(n
,e +er$*r-e& (. n')!. s* .!(. .!e C7U 's n*. *5er%*(&e& &"r'n) .!e &(1
2!(. +(r. *$ .!e C(+(#'.1 >(n()e-en. +r*#ess &*es .!'s re$er .*3
!" !pplication /i(ing
'" Mo,eling
)" !pplication Management
#" #eman, Management
Answer: D
E4+%(n(.'*n: T!r*")! De-(n& >(n()e-en. .!e C(+(#'.1 >(n()er #(n ;,1
"n&ers.(n& .!e &e-(n&s ,e'n) -(&e #"rren.%19 (n& !*w .!e1 w'%% #!(n)e *5er .'-e<
'n$%"en#e *n &e-(n& $*r res*"r#es
QUESTION NO: 49
B*r w!(. 's C(+(#'.1 >(n()e-en. res+*ns',%e3
!" /ecurity
'" .esource Management
)" Maintainability
#" /erviceability
Answer: B
E4+%(n(.'*n: T!e C(+(#'.1 >(n()er@s +r'-(r1 )*(% 's .* ens"re .!(. IT #(+(#'.1
-ee.s #"rren. (n& $"."re ,"s'ness re0"'re-en.s 'n ( #*s.?e$$e#.'5e -(nner
& 59 &
QUESTION NO: 50
2!'#! ITI: +r*#ess 's res+*ns',%e $*r &e.er-'n'n) .!e !(r&w(re ne#ess(r1 'n *r&er
.* s"++*r. (n (++%'#(.'*n3
Answer: B
QUESTION NO: 51
An (n(%1s's !(s ,een -(&e re)(r&'n) .!e e4+(ns'*n *$ .!e #"s.*-er 'n$*r-(.'*n
&(.(,(se T!e res"%. 'n&'#(.es .!(. .!e -('n$r(-e &'s6 #(+(#'.1 -"s. ,e 'n#re(se&9
.* (##*--*&(.e .!e e4+e#.e& )r*w.! *$ .!e &(.(,(se 'n .!e $*resee(,%e $"."re
2!'#! +r*#ess 's res+*ns',%e $*r s!(r'n) .!'s 'n$*r-(.'*n *n .'-e9 .* -(6e s"re .!(.
.!e (5('%(,%e &'s6 s+(#e 's s"$$'#'en.3
Answer: B
QUESTION NO: 52
T!e #(s! re)'s.ers 'n ( s"+er-(r6e. e4+er'en#e ne.w*r6 &'sr"+.'*ns &('%1 ,e.ween 4
+- (n& 6 +-
2!'#! ITI: +r*#ess 's res+*ns',%e $*r s*%5'n) .!ese &'$$'#"%.'es *n ( s.r"#."r(%
,(s's3
& 5: &
Answer: D
E4+%(n(.'*n: As .!'s 's ( re*##"rr'n) 'n#'&en. '. w'%% ,e #%(sse& (s ( +r*,%e- (n& .!e
7r*,%e- >(n()er !(s .* $'n& .!e "n&er%1'n) #("se *$ .!e ne.w*r6 &'sr"+.'*ns
QUESTION NO: 53
In C!(n)e >(n()e-en.9 ( n"-,er *$ (#.'5'.'es .(6e +%(#e ,e.ween .!e (##e+.(n#e *$
( Re0"es. $*r C!(n)e (n& .!e #*-+%e.'*n *$ .!e #!(n)e
2!'#! (#.'5'.1 's +er$*r-e& ($.er (##e+.(n#e *$ ( Re0"es. $*r C!(n)e3
!" sche,uling the .e5uest for )hange
'" buil,ing an, testing the change
)" ,etermining the urgency of the change
#" implementing the change
Answer: C
E4+%(n(.'*n:
& 59 &
QUESTION NO: 54
2!ere (re .!e s.(."ses *$ #!(n)es re#*r&e&3
!" in the )onfiguration Management #atabase ()M#')
'" in the 2no$n *rror ,atabase
)" in the #efinitive /oft$are -ibrary (#/-)
#" in the )hange ,atabase
& 6< &
Answer: A
E4+%(n(.'*n: As s!*wn 'n .!e e4!','. ,e%*w9 *n#e ( #!(n)e 's (##e+.e& '. 's sen. .*
.!e Re%e(se >(n()er AND .!e C*n$')"r(.'*n >(n()er .* ,e s.*re& 'n .!e C>DB (s
.!e #!(n)e 's s*-e.!'n) .!(. s!*"%& (%w(1s ,e '-+%e-en.e& 'n .!e $"."re
QUESTION NO: 55
A "ser re+*r.s ( 7C +r*,%e- .* .!e Ser5'#e Des6 A Ser5'#e Des6 re+resen.(.'5e
&e.er-'nes .!(. .!e 7C 's &e$e#.'5e (n& 'n&'#(.es .!(. (##*r&'n) .* .!e ser5'#es
#(.(%*)"e9 .!e 7C w'%% ,e re+%(#e& w'.!'n .!ree !*"rs
2!'#! ITI: +r*#ess 's res+*ns',%e $*r !(5'n) .!'s "ser@s 7C re+%(#e& w'.!'n .!ree
!*"rs3
& 61 &
Answer: B
E4+%(n(.'*n: T!e #(se w(s re)'s.ere& (s (n 'n#'&en. w'.! (n *,5'*"s s*%".'*n T!e
s*%".'*n 's .* e4#!(n)e .!e !(r&w(re "se& ,1 .!e "ser (n& .!ere$*re .!e 'n#'&en.
+r*#ess w'%% !(n& *5er .!e #(se .* .!e #!(n)e +r*#ess A5('%(,'%'.1 >(n()e-en.
+%(ns $*r s!*r. 'n.err"+.'*ns 'n e5er1&(1 w*r6 ,". &* n*. (#. .* s*%5e (n
'n.err"+.'*n *n#e .!ere 's *ne C*n$')"r(.'*n >(n()e-en. !(n&%es .!e C>DB (n&
.e%%s +e*+%e !*w .!e !(r&w(re s!*"%& ,e #*n$')"re&9 ,". .!e1 &* n*. #*n$')"re .!e
!(r&w(re .!e-se%5es Ser5'#e :e5e% >(n()e-en. s.(.es !*w $(s. .!e "sers #*-+".er
s!*"%& ,e re+%(#e&9 ,". .!e1 &* n*. (#."(%%1 re+%(#e .!e !(r&w(re
QUESTION NO: 56
2!* &e#'&es .!e #(.e)*r1 *$ ( #!(n)e3
!" the )hange Manager
'" the customer
)" the 1roblem Manager
#" the /ervice #es%
Answer: A
E4+%(n(.'*n:
C%(ss'$'#(.'*n & 1riorities an, categories are specifie, for .7)s" 1riority specifies the
level of importance an, category specifies the basis of impact an, resources" ;nly the
)hange Manager can ,etermine the category of a specific change"
QUESTION NO: 57
An *r)(n'8(.'*n +%(ns *n '-+%e-en.'n) ( new ne.w*r6 *+er(.'n) s1s.e- Be$*re .!e
(#."(% '-+%e-en.(.'*n .(6es +%(#e9 .!e +%(n *$ (++r*(#! $*r (#!'e5'n) .!e
'-+%e-en.(.'*n 's &'s#"sse&
Un&er w!*se %e(&ers!'+ 's .!'s &'s#"ss'*n !e%&3
!" the )hange Manager
'" the /ervice -evel Manager
)" the /ervice Manager
#" the Det$or% Manager
& 6@ &
Answer: A
E4+%(n(.'*n: T!e )*(% *$ C!(n)e >(n()e-en. 's .* -(n()e .!e +r*#ess *$ #!(n)e
.!r*")! s.(n&(r&'8e& -e.!*&s (n& +r*#e&"res9 .!ere,1 %'-'.'n) 'n#'&en.s re%(.e& .*
#!(n)e (n& '-+r*5'n) &(1?.*?&(1 *+er(.'*ns S"##ess$"% C!(n)e >(n()e-en.
res"%.s 'n $ewer 'n#'&en.s ,e'n) )ener(.e& ,e$*re .!e +r*#ess w(s '-+%e-en.e& A%%
#!(n)es -"s. ,e (++r*5e& ,1 .!e #!(n)e -(n()e-en. +r*#ess
QUESTION NO: 58
D*w 's ( #!(n)e .!(. -"s. ,e -(&e 0"'#6%1 #(%%e&3
!" a fast change
'" a stan,ar, change
)" an urgent change
#" an unplanne, change
Answer: C
E4+%(n(.'*n: Ur)en. C!(n)es ? A %(r)e n"-,er *$ "r)en. #!(n)es 's ( #%e(r
'n&'#(.*r .!(. .!e C!(n)e >(n()e-en. +r*#ess 's n*. w*r6'n) +r*+er%19 *r 's ,e'n)
,1?+(sse& ,1 s*-e s"++*r. )r*"+s Ur)en. C!(n)es s!*"%& ,e reser5e& $*r s+e#'(%
#'r#"-s.(n#es9 s"#! (s w!en .!e *n%1 w(1 .* )e. ( #"s.*-er ,(#6 "+ &"r'n) (n
In#'&en. 's .* re-*5e .!e r**. #("se ,1 +er$*r-'n) ( #!(n)e Ur)en. #!(n)es s!*"%&
n*. ,e 'n'.'(.e& ,e#("se *$ 'n#*-+e.en#e9 s"#! (s .!e #!(n)e ,"'%&er $*r)*. .* w*r6
*n ( +re5'*"s%1 re0"es.e& #!(n)e
QUESTION NO: 59
C!(n)es (re &'5'&e& 'n.* #(.e)*r'es
2!(. #r'.er'*n &e$'nes ( #(.e)*r1 $*r ( #!(n)e3
!" the conse5uences of the change such as limite,, substantial, significant, etc"
'" the spee, $ith $hich the change is ma,e
)" the se5uence in $hich the change is ma,e
#" the .e5uest for )hange number that the change is assigne,
Answer: A
E4+%(n(.'*n:
C%(ss'$'#(.'*n
& 6B &
& 1riorities an, categories are specifie, for .7)s" 1riority specifies the level of
importance an, category specifies the basis of impact an, resources"
QUESTION NO: 60
2!en '-+%e-en.'n) ( new 5ers'*n *$ (n (++%'#(.'*n ,*.! C!(n)e >(n()e-en. (n&
Re%e(se >(n()e-en. (re 'n5*%5e&
2!(. 's .!e res+*ns','%'.1 *$ .!e C!(n)e >(n()e-en. +r*#ess !ere3
!" )hange Management has the e+ecutive tas% in this phase"
'" )hange Management plays a coor,inating role in this phase"
)" )hange Management must chec% $hether the ne$ application functions properly"
#" )hange Management ,ra$s up the change re5uest for this"
Answer: B
E4+%(n(.'*n: A C!(n)e >(n()er s!*"%& -(n()e (n& #**r&'n(.e (%% #!(n)e
+r*#esses9 e5en '$ '. 's .!e Re%e(se >(n()er w!* re%e(ses ;e4e#".es< .!e #!(n)e
QUESTION NO: 61
2!(. 's ( re0"es. .* re+%(#e s*-e.!'n) w'.!'n .!e IT 'n$r(s.r"#."re #(%%e&3
!" .eplacement .e5uest
'" .e5uest for )hange
)" .e5uest for .elease
#" /ervice .e5uest
Answer: B
E4+%(n(.'*n: T!e )*(% *$ .!e C!(n)e >(n()e-en. +r*#ess 's .* ens"re .!(.
s.(n&(r&'8e& -e.!*&s (n& +r*#e&"res (re "se& $*r e$$'#'en. (n& +r*-+. !(n&%'n) *$
(%% C!(n)es (n& re+%(#e-en.s9 'n *r&er .* -'n'-'8e .!e '-+(#. *$ C!(n)e?re%(.e&
In#'&en.s "+*n ser5'#e 0"(%'.19 (n& #*nse0"en.%1 .* '-+r*5e .!e &(1?.*?&(1
*+er(.'*ns *$ .!e *r)(n's(.'*n
QUESTION NO: 62
In .!e C!(n)e >(n()e-en. +r*#ess9 w!'#! r*%e 's "%.'-(.e%1 res+*ns',%e $*r .!e
en.'re +r*#ess3
& 60 &
!" )hange !,visory 'oar,
'" )hange )oor,inator
)" )hange Manager
#" IT Manager
Answer: C
E4+%(n(.'*n: T!e #!(n)e -(n()er 's res+*ns',%e $*r s1s.e-(.'#(%%1 '-+%e-en.'n)
(n1 #!(n)es9 ($.er #(re$"% #*ns'&er(.'*n *$ 6n*wn r's6s T!e #!(n)e -(n()er (%s*
*5ersees .!e +r*)ress *$ .!e #!(n)e +r*#ess T!e #!(n)e -(n()er e5(%"(.es
Re0"es.s $*r C!(n)e ;R$Cs< 'n #*ns"%.(.'*n w'.! ( C!(n)e A&5's*r1 B*(r& ;CAB<
QUESTION NO: 63
2!'#! ITI: +r*#ess 's res+*ns',%e $*r !(n&%'n) (n (++%'#(.'*n $*r ( new
w*r6s.(.'*n (##*r&'n) .* ( s.(n&(r& w*r6'n) -e.!*&3
)" /ervice #es%
Answer: B
(%% C!(n)es T!ere$*re .!e1 (re (%s* res+*ns',%e $*r .!e #!(n)e *$ .!e s*$.w(re *n
.!e w*r6s.(.'*n
QUESTION NO: 64
2!ere 's .!e +%(nn'n) *$ #!(n)es 6e+. "+ .* &(.e3
!" the )M#' ()onfiguration Management #atabase)
'" the 7/) (7or$ar, /che,ule of )hanges)
)" the )!' ()hange !,visory 'oar,)
#" /I1 (/ervice Improvement 1rogram)
Answer: B
E4+%(n(.'*n:
BSC ?
& 65 &
The 7or$ar, /che,ule of changes (7/)) contains ,etails of all approve, changes an,
their propose, implementation ,ate"
7SA & The 1ro3ecte, /ervice !vailability (1/!) contains ,etails of changes to agree,
/-!s an, service availability because of the current 7/)"
QUESTION NO: 65
2!(. 's .!e .er- "se& $*r ( $"%%1 &es#r',e& (n& (++r*5e& C!(n)e .!(. &*es n*. !(5e
.* ,e e5(%"(.e& ,1 C!(n)e >(n()e-en. e(#! .'-e3
!" .e5uest for )hange
'" /ervice .e5uest
)" /tan,ar, )hange
#" Argent )hange
Answer: C
E4+%(n(.'*n: T!e ITI: &es#r',es ( S.(n&(r& C!(n)e (s C( #!(n)e .* .!e
'n$r(s.r"#."re .!(. $*%%*ws (n es.(,%'s!e& +(.!9 's re%(.'5e%1 #*--*n9 (n& 's .!e
(##e+.e& s*%".'*n .* ( s+e#'$'# re0"'re-en. *r se. *$ re0"'re-en.sC
QUESTION NO: 66
2!'#! ITI: +r*#ess ('-s .* +re5en. 'n#'&en.s res"%.'n) $r*- #!(n)es .* .!e IT
'n$r(s.r"#."re3
Answer: B
(%% C!(n)es (n& re+%(#e-en.s9 'n *r&er .* -'n'-'8e .!e '-+(#. *$ C!(n)e?re%(.e&
In#'&en.s "+*n ser5'#e 0"(%'.19 (n& #*nse0"en.%1 .* '-+r*5e .!e &(1?.*?&(1
*+er(.'*ns *$ .!e *r)(n's(.'*n
QUESTION NO: 67
& 66 &
2!'#! s",=e#. s!*"%& ,e *ne *$ .!e s.(n&(r& '.e-s *n .!e ()en&( *$ ( -ee.'n) *$ .!e
C!(n)e A&5's*r1 B*(r& ;CAB<3
!" reports from /ervice -evel Management
'" the registration of )hanges
)" ongoing or conclu,e, )hanges
#" the $ishes of customers to implement )hanges
Answer: C
E4+%(n(.'*n: T!e C!(n)e A&5's*r1 B*(r& ;CAB< 's ( )r*"+ *$ +e*+%e w!* #(n )'5e
e4+er. (&5'#e .* .!e C!(n)e >(n()e-en. .e(- *n .!e '-+%e-en.(.'*n *$ C!(n)es
T!'s ,*(r& 's %'6e%1 .* ,e -(&e "+ *$ re+resen.(.'5es $r*- (%% (re(s w'.!'n IT (n&
re+resen.(.'5es $r*- ,"s'ness "n'.s (s we%% (s (n1 e4.ern(% +(r.'es .!(. (re &ee-e&
ne#ess(r1
QUESTION NO: 68
A +*wer $('%"re !(s 6n*#6e& *". .!e en.'re IT 'n$r(s.r"#."re B*r."n(.e%19 .!ere 's
(n ITSC 7%(n (5('%(,%e
2!en s!*"%& +*wer $('%"re ,e #*ns'&ere& ( &'s(s.er .* en(#. .!e ITSC 7%(n3
!" Imme,iately, as the IT service can no longer be use,"
'" When the )ontinuity Manager e+pects the failure to last longer than the ma+imum
perio, of time mentione, in the /ervice -evel !greement"
)" When the Inci,ent Manager thin%s this is necessary"
#" When the time $ithin $hich the failure shoul, be solve,, has e+cee,e,"
Answer: B
E4+%(n(.'*n: T!e IT Ser5'#e C*n.'n"'.1 +%(n s!*"%& ,e e4e#".e& (s s**n (s '. 's
e4+e#.e& .!(. n*r-(% $"n#.'*n(%'.1 w'%% n*. ,e "+ w'.!'n .!e .'-e s.(.e& 'n S:A@s .*
-'n'-'8e &(-()es
QUESTION NO: 69
2!'#! ITI: +r*#ess 's res+*ns',%e $*r (n(%18'n) r's6s (n& #*"n.er -e(s"res3
'" IT /ervice )ontinuity Management
)" /ervice #es%
& 69 &
Answer: B
E4+%(n(.'*n: C*n.'n"'.1 -(n()e-en. 's .!e +r*#ess ,1 w!'#! +%(ns (re +". 'n +%(#e
(n& -(n()e& .* ens"re .!(. IT Ser5'#es #(n re#*5er (n& #*n.'n"e s!*"%& ( ser'*"s
'n#'&en. *##"r I. 's n*. ="s. (,*". re(#.'5e -e(s"res9 ,". (%s* (,*". +r*(#.'5e
-e(s"res ? re&"#'n) .!e r's6 *$ ( &'s(s.er 'n .!e $'rs. 'ns.(n#e
QUESTION NO: 70
2!'#! ITI: +r*#ess ('-s .* .r(#e ,"s'ness?#r'.'#(% ser5'#es $*r w!'#!
s"++%e-en.(r1 e-er)en#1 -e(s"res -"s. ,e .(6en3
)" IT /ervice )ontinuity Management
Answer: C
E4+%(n(.'*n: IT ser5'#e C*n.'n"'.1 >(n()e-en. 's #*n#erne& w'.! -(n()'n) (n
*r)(n'8(.'*n@s (,'%'.1 .* #*n.'n"e .* +r*5'&e ( +re?&e.er-'ne& (n& ()ree& %e5e% *$ IT
Ser5'#es .* s"++*r. .!e -'n'-"- ,"s'ness re0"'re-en.s $*%%*w'n) (n 'n.err"+.'*n
.* .!e ,"s'ness E$$e#.'5e IT Ser5'#e C*n.'n"'.1 re0"'res ( ,(%(n#e *$ r's6 re&"#.'*n
-e(s"res s"#! (s res'%'en. s1s.e-s (n& re#*5er1 *+.'*ns 'n#%"&'n) ,(#6?"+ $(#'%'.'es
C*n$')"r(.'*n >(n()e-en. &(.( 's re0"'re& .* $(#'%'.(.e .!'s +re5en.'*n (n&
+%(nn'n)
QUESTION NO: 71
2!'#! ITI: +r*#ess #(rr'es *". ( r's6 (n(%1s's *n .!e +*ss',%e .!re(.s .* (n&
5"%ner(,'%'.'es *$ .!e IT 'n$r(s.r"#."re3
Answer: B
E4+%(n(.'*n:
& 6: &
C*n.'n"'.1 -(n()e-en. 's .!e +r*#ess ,1 w!'#! +%(ns (re +". 'n +%(#e (n&
-(n()e& .* ens"re .!(. IT Ser5'#es #(n re#*5er (n& #*n.'n"e s!*"%& ( ser'*"s
'n#'&en. *##"r I. 's n*. ="s. (,*". re(#.'5e -e(s"res9 ,". (%s* (,*". +r*(#.'5e
-e(s"res ? re&"#'n) .!e r's6 *$ ( &'s(s.er 'n .!e $'rs. 'ns.(n#e
QUESTION NO: 72
2!'#! *$ .!e $*%%*w'n) s.(.e-en.s (,*". .!e Ser5'#e C(.(%*)"e 's #*rre#.3
!" It ,escribes only those services that are also inclu,e, in the /ervice -evel !greement
(/-!)"
'" It ,escribes all services that can be supplie, by the IT management organi(ation"
)" It is necessary in or,er to ,ra$ up an /-!"
#" It can be use, instea, of an /-!"
Answer: B
E4+%(n(.'*n: Ser5'#e C(.(%*)"e %'s.s (%% *$ .!e ser5'#es .!(. IT +r*5'&es .* .!e
,"s'ness T!'s #(.(%*)"e s!*"%& %'s. .!e ser5'#es $r*- ( "sers +ers+e#.'5e A#."(%
#*-+*nen.s re0"'re& 'n ( Ser5'#e C(.(%*)"e w'%% &'$$er &e+en&'n) *n .!e ,"s'ness
s'."(.'*n
QUESTION NO: 73
2!'#! (s+e#.s (re &es#r',e& 'n ( Ser5'#e :e5e% A)ree-en. ;S:A<3
!" the costs an, e+pecte, revenue of the services offere,
'" the 5uality, e+presse, in 5uantity an, costs, of the services offere,
)" the company strategy
#" the technological ,evelopments that can affect the services offere,
Answer: B
E4+%(n(.'*n:
Ser5'#e :e5e% A)ree-en.s (/-!s) & agreements bet$een the customer an, the /ervice
#es% on the level of service provision ,elivere, to the customer
QUESTION NO: 74
2!(. (s+e#.s w*"%& 1*" n*. e4+e#. .* see 'n ( Ser5'#e :e5e% re+*r. &es')ne& $*r .!e
#"s.*-er3
& 69 &
!" the average utili(ation level of the /ervice #es%
'" the level of availability realise, an, the time not available per perio,
)" the percentage of inci,ents that $as resolve, $ithin the target
#" the successful an, reverte, )hanges ,uring a specific perio,
Answer: A
E4+%(n(.'*n: T!e (5er()e ".'%'8(.'*n %e5e% *$ .!e Ser5'#e Des6 's n*. *$ 'n.eres. .*
.!e #"s.*-er (s %*n) (s .!e S:A 's n*. 5'*%(.e& (n& e5en '$ ( .** !')! (5er()e
".'%'8(.'*n *$ .!e ser5'#e &es6 #*"%& #("se 5'*%(.'*ns ()('ns. .!e S:A9 1*" s.'%% *n%1
re+*r. .!e 5'*%(.'*ns9 n*. .!e #("se *$ .!e 5'*%(.'*n
QUESTION NO: 75
D*w #(n (n *r)(n'8(.'*n &e.er-'ne .!e e$$e#.'5eness *$ .!e Ser5'#e :e5e%
>(n()e-en. +r*#ess3
!" by chec%ing contracts $ith suppliers
'" by measuring customer satisfaction
)" by ,efining service levels
#" by reporting on all inci,ents
Answer: B
E4+%(n(.'*n: T!e #"s.*-er s(.'s$(#.'*n %e5e% 's .!e *n%1 w(1 .* &e.er-'ne '$ .!e
Ser5'#e :e5e% >(n()e-en. +r*#ess 's w*r6'n) (n& &e%'5er'n) ser5'#e (##*r&'n) .*
.!e S:A
QUESTION NO: 76
2!'#! ITI: +r*#ess 's res+*ns',%e $*r #re(.'n) .!e #*s. ()ree-en.s $*r e4.r(
s"++*r. *$ .!e Ser5'#e Des63
Answer: D
E4+%(n(.'*n:
& 9< &
I-+%e-en.'n) .!e Ser5'#e :e5e% >(n()e-en. +r*#ess en(,%es ,*.! .!e #"s.*-er
(n& .!e IT ser5'#es +r*5'&er .* !(5e ( #%e(r "n&ers.(n&'n) *$ .!e e4+e#.e& %e5e% *$
&e%'5ere& ser5'#es (n& .!e'r (ss*#'(.e& #*s.s $*r .!e *r)(n'8(.'*n9 ,1 &*#"-en.'n)
.!ese )*(%s 'n.* $*r-(% ()ree-en.s
/ervice -evel Management can be use, as a basis for charging for services, an, can
,emonstrate to customers the value they are receiving from the /ervice #es%"
It also assists the /ervice #es% $ith managing e+ternal supplier relationships, an,
intro,uces the possibility of negotiating improve, services an,Hor re,uce, costs"
QUESTION NO: 77
Users !(5e #*-+%('ne& (,*". .!e e?-('% ser5'#e An e5(%"(.'*n *$ .!e ser5'#e !(s
,een +er$*r-e&
2!'#! (#.'5'.1 .(6es +%(#e ($.er .!e e5(%"(.'*n *$ ( ser5'#e3
!" a,3usting of the service
'" monitoring of /ervice -evels
)" compilation of /ervice -evel .eports
#" ,efining /ervice -evels
Answer: A
QUESTION NO: 78
2!ere (re (#.'5'.'es &*#"-en.e& w'.! .!e ('- *$ '-+r*5'n) (n IT ser5'#e3
!" /ervice )atalogue
'" /ervice Improvement 1rogram (/I1)
)" /ervice -evel !greement (/-!)
#" /ervice Quality 1lan (/Q1)
Answer: B
E4+%(n(.'*n:
When the /I1 is implemente,, it $ill provi,e
& Improve, levels of service 5uality an, agility in response to business re5uirements for
change
& /ervices that meet business, customer an, user ,eman,s
& *nhance, customer satisfaction
& 91 &
& Increase, pro,uctivity of business an, Information /ervices staff
& Integrate, centralise, processes that are repeatable, consistent an, self&improving
& #etaile, information on the performance of Information /ervices against /ervice -evel
targets
& )ost 3ustifie, IT infrastructure an, IT services
& )onsistent, high 5uality support services"
QUESTION NO: 79
In .!e Ser5'#e :e5e% >(n()e-en. 7r*#ess9 w!(. !(++ens &"r'n) .!e (#.'5'.1 #(%%e&
C-*n'.*r'n)C3
!" i,entifying the nee,s of customers
'" guar,ing negotiations $ith the customer
)" guar,ing agreements $ith the customer
#" ac5uiring customers
Answer: C
E4+%(n(.'*n: D"r'n) .!e C-*n'.*r'n)C (#.'5'.1 .!e Ser5'#e :e5e% >(n()er 5er'$'es
.!(. .!e ser5'#e &e%'5ere& 's (##*r&'n) .* .!e S:A ()ree& *n
QUESTION NO: 80
2!'#! ITI: +r*#ess 5er'$'es .!(. .!e -*&'$'#(.'*ns w!'#! !(5e ,een -(&e .* .!e IT
'n$r(s.r"#."re !(5e ,een +r*+er%1 &*#"-en.e&3
Answer: B
E4+%(n(.'*n: C*n$')"r(.'*n >(n()e-en. (ss's.s C!(n)e >(n()e-en. ,1 re#*r&'n)
w!'#! C*n$')"r(.'*n I.e- !(5e ,een #!(n)e& (n& #*n.r*%%'n) .!e s.(."s *$
C*n$')"r(.'*n I.e- .!r*")!*". .!e en.'re C*n$')"r(.'*n I.e- %'$e#1#%e
C*n$')"r(.'*n >(n()e-en. ens"res (n1 #!(n)es -(&e .* C*n$')"r(.'*n I.e- s (re
re#*r&e& (n& 6e+. (##"r(.e
& 9@ &
QUESTION NO: 81
In$*r-(.'*n (n& C*--"n'#(.'*n Te#!n*%*)'es ;ICT< 'n#%"&es ,*.! Asse.
>(n()e-en. (n& C*n$')"r(.'*n >(n()e-en.
2!(. 's .!e &'$$eren#e ,e.ween Asse. >(n()e-en. (n& C*n$')"r(.'*n
>(n()e-en.3
!" !sset Management focuses e+clusively on the boo% value an, )onfiguration
Management on the status of )onfiguration Items"
'" !sset Management monitors aspects such as ,epreciation an, )onfiguration
Management monitors aspects such as the relationships bet$een the )onfiguration Items"
)" )onfiguration Management is a component of !sset Management, so there are no
,ifferences bet$een them"
#" )onfiguration Management ma%es an inventory of the )onfiguration Items an, !sset
Management registers them"
Answer: B
E4+%(n(.'*n: IT Asse. >(n()e-en. 's .!e &'s#'+%'ne *$ -(n()'n) $'n(n#es9 #*n.r(#.s
(n& "s()e *$ IT (sse.s .!r*")!*". .!e'r %'$e#1#%es $*r .!e +"r+*se *$ -('n.('n'n) (n
*+.'-(% ,(%(n#e ,e.ween ,"s'ness ser5'#e re0"'re-en.s9 .*.(% #*s.s9 ,"&)e.
+re&'#.(,'%'.19 (n& #*n.r(#."(% (n& re)"%(.*r1 #*-+%'(n#e Tr(&'.'*n(% ITA>
(#.'5'.'es 'n#%"&e .!e -(n()e-en. *$ 'n5en.*r19 s*$.w(re %'#enses9 5en&*rs9
+r*#"re-en.9 %e(ses9 w(rr(n.'es9 #*s. (##*"n.'n)9 re.'re-en. (n& &'s+*s(% T!e )*(%
*$ C*n$')"r(.'*n >(n()e-en. 's .* +r*5'&e ( %*)'#(% -*&e% *$ .!e IT 'n$r(s.r"#."re
.!(. 's (##esse& ,1 (%% ITI: +r*#esses .* &r'5e #*ns's.en#1 (-*n) .!e- A#.'5'.'es
'n#%"&e '&en.'$1'n)9 #*n.r*%%'n)9 -('n.('n'n)9 (n& 5er'$1'n) .!e 5ers'*ns *$
#*n$')"r(.'*n '.e-s ;CIs< T!'s CI 'n$*r-(.'*n 's .* ,e s.*re& 'n ( s'n)%e re+*s'.*r1 ?
.!e C*n$')"r(.'*n >(n()e-en. D(.(,(se ;C>DB<
QUESTION NO: 82
In .!e Tes./'n)#*- #*-+(n1 ( s+e#'$'# #*-+*nen. *$ .!e IT 'n$r(s.r"#."re !(s
,een -*&'$'e& T!'s #*"%& !(5e #*nse0"en#es $*r *.!er #*-+*nen.s 2!(. ITI:
+r*#ess s!*"%& ,e se. "+ 'n *r&er .* +r*5'&e )**& 'ns')!. 'n.* .!ese #*nse0"en#es3
& 9B &
Answer: D
E4+%(n(.'*n: C*n$')"r(.'*n >(n()e-en. 's .* +r*5'&e ( %*)'#(% -*&e% *$ .!e IT
'n$r(s.r"#."re .!(. 's (##esse& ,1 (%% ITI: +r*#esses .* &r'5e #*ns's.en#1 (-*n)
.!e- A#.'5'.'es 'n#%"&e '&en.'$1'n)9 #*n.r*%%'n)9 -('n.('n'n)9 (n& 5er'$1'n) .!e
5ers'*ns *$ #*n$')"r(.'*n '.e-s ;CIs<
QUESTION NO: 83
2!(. &*es .!e .er- @&e.('% %e5e%@ -e(n 'n .!e #*n.e4. *$ .!e C*n$')"r(.'*n
>(n()e-en. D(.(,(se ;C>DB<3
!" the relationship bet$een the ,ifferent )onfiguration Items
'" the ,epth of the ,atabase structure
)" the 5uantity of store, )onfiguration Items
#" the location of the )onfiguration Item
Answer: B
E4+%(n(.'*n: CIs s!*"%& ,e re#*r&e& (. ( %e5e% *$ &e.('% ="s.'$'e& ,1 .!e ,"s'ness
nee& T!'s )'5es .!e &e+.! *$ .!e &(.(,(se
QUESTION NO: 84
2!'#! ITI: +r*#ess 'n#%"&es .!e (#.'5'.1 *$ &es#r','n) (n& re)'s.er'n) (%%
#*-+*nen.s 'n .!e IT 'n$r(s.r"#."re3
Answer: B
E4+%(n(.'*n:
C*n$')"r(.'*n >(n()e-en. is to provi,e a logical mo,el of the IT infrastructure that is
accesse, by all ITI- processes to ,rive consistency among them" !ctivities inclu,e
i,entifying, controlling, maintaining, an, verifying the versions of configuration items
()Is)"
QUESTION NO: 85
& 90 &
2!(. 's ( ,(se%'ne 'n .!e IT 'n$r(s.r"#."re3
!" the most important infrastructure (such as a net$or%) to $hich all %in,s of
$or%stations an, services can be lin%e,
'" a ,ocument that states ho$ the infrastructure must be ,ealt $ith in an organi(ation
(vision)
)" a minimum value for Test2ing"com service (4must at least satisfy"""4)
#" a stan,ar, configuration (such as a stan,ar, $or%station)
Answer: D
E4+%(n(.'*n: A ,(se%'ne 's ( s.(n&(r& #*n$')"r(.'*n re#*r&e& 'n .!e C>DB .!(. 1*"
"se (s ( s.(r.'n) +*'n. w!en9 $*r e4(-+%e9 #re(.'n) ( s*%".'*n .* ( +r*,%e- *r .es.'n)
( new s*$.w(re 'n ( C!(n)e +r*#ess
QUESTION NO: 86
B*r w!'#! *$ .!e $*%%*w'n) (#.'5'.'es *$ C*n$')"r(.'*n >(n()e-en. (re ("&'.s
re)"%(r%1 '-+%e-en.e&3
!" i,entification
'" planning
)" status monitoring
#" verification
Answer: D
E4+%(n(.'*n:
)onfiguration Management essentially consists of 0 tas%sE
I,entification & this is the specification, i,entification of all IT components an, their
inclusion in the )M#'"
)ontrol & this is the management of each )onfiguration Item, specifying $ho is
authorise, to 4change4 it"
/tatus & this tas% is the recor,ing of the status of all )onfiguration Items in the )M#',
an, the maintenance of this information"
Cerification & this tas% involves revie$s an, au,its to ensure the information containe, in
the )M#' is accurate"
QUESTION NO: 87
& 95 &
2!'#! &(.(9 $*r ( new C*n$')"r(.'*n '.e- ;CI<9 's re#*r&e& 'n .!e C*n$')"r(.'*n
>(n()e-en. D(.(,(se ;C>DB<3
!" the impact of the )onfiguration Item
'" the relationship to other )onfiguration Items
)" the .e5uest for )hange number for the )onfiguration Item
#" repairs to the )onfiguration Item
Answer: B
E4+%(n(.'*n: T!e C>DB .!(. #*n.('ns &e.('%s *$ .!e *r)(n'8(.'*n@s e%e-en.s .!(.
(re "se& 'n .!e +r*5's'*n (n& -(n()e-en. *$ '.s IT ser5'#es I-+(#.9 RBC@s (n&
re+('rs s!*"%& n*. ,e re#*r&e& !ere On%1 Cw!(.C '. 's9 Cw!ereC '. 's (n& !*w '. 's
#*nne#.e& .* *.!er CI@s
QUESTION NO: 88
A n"-,er *$ new 7Cs !(5e ,een 'ns.(%%e& (. ( #*-+(n1@s *$$'#es
B*r w!'#! *$ .!e $*%%*w'n) (#.'5'.'es w(s C*n$')"r(.'*n >(n()e-en. res+*ns',%e3
!" establishing the correct lin%s in the -ocal !rea Det$or%
'" installing soft$are
)" ma%ing available the necessary user4s manuals
#" recor,ing ,ata regar,ing the 1)s
Answer: D
E4+%(n(.'*n: T!e C>DB .!(. #*n.('ns &e.('%s *$ .!e *r)(n'8(.'*n@s e%e-en.s ;s"#!
(s w*r6s.(.'*ns< .!(. (re "se& 'n .!e +r*5's'*n (n& -(n()e-en. *$ '.s IT ser5'#es
QUESTION NO: 89
2!'#! *$ .!e $*%%*w'n) 0"es.'*ns #(n n*. ,e (nswere& &'re#.%1 $r*- .!e
C*n$')"r(.'*n >(n()e-en. D(.(,(se ;C>DB<3
!" Which .e5uests for )hange have been submitte, for a specific server
'" Which members of staff of ,epartment I have move, to ,epartment ?
)" What inci,ents or problems have there been for this 1)
#" Which )onfiguration Items ,oes a specific service consist of
& 96 &
Answer: B
E4+%(n(.'*n: T!e C>DB !*%&s ( -"#! w'&er r(n)e *$ 'n$*r-(.'*n (,*". '.e-s .!(.
.!e *r)(n's(.'*n@s IT Ser5'#es (re &e+en&(n. "+*n T!'s r(n)e *$ 'n$*r-(.'*n
'n#%"&es:
& 8ar,$are
& /oft$are
& #ocumentation
& 1ersonnel
QUESTION NO: 90
2!(. 's .!e #r'.er'*n "se& ,1 C!(n)e >(n()e-en. 'n &e.er-'n'n) .!e #(.e)*r1 $*r
( Re0"es. $*r C!(n)e3
!" impact
'" content
)" priority
#" urgency
Answer: A
E4+%(n(.'*n: 7r'*r'.'es (n& #(.e)*r'es (re s+e#'$'e& $*r RBCs 7r'*r'.1 s+e#'$'es .!e
%e5e% *$ '-+*r.(n#e (n& #(.e)*r1 s+e#'$'es .!e ,(s's *$ '-+(#. (n& res*"r#es
QUESTION NO: 91
2!en 's ( ,(#6?*". +%(n 'n5*6e&3
!" When it is foun, that something $ent $rong $hen buil,ing a )hange"
'" When it is foun, that something $ent $rong $hen implementing a )hange"
)" When it is foun, that something $ent $rong $hen sche,uling resources"
#" When it is foun, that something $ent $rong $hen testing a )hange"
Answer: B
E4+%(n(.'*n:
& 99 &
C!(n)e >(n()e-en. 's .!e +r(#.'#e *$ ens"r'n) (%% #!(n)es .* C*n$')"r(.'*n I.e-s
(re #(rr'e& *". 'n ( +%(nne& (n& (".!*r'se& -(nner T!'s 'n#%"&es ens"r'n) .!(.
.!ere 's ( ,"s'ness re(s*n ,e!'n& e(#! #!(n)e9 '&en.'$1'n) .!e s+e#'$'# C*n$')"r(.'*n
I.e-s (n& IT Ser5'#es ($$e#.e& ,1 .!e #!(n)e9 +%(nn'n) .!e #!(n)e9 .es.'n) .!e
#!(n)e9 (n& !(5'n) ( ,(#6?*". +%(n s!*"%& .!e #!(n)e res"%. 'n (n "ne4+e#.e& s.(.e
*$ .!e C*n$')"r(.'*n I.e- &"r'n) .!e '-+%e-en.(.'*n
QUESTION NO: 92
Re%e(se >(n()e-en. !(s &'s.r',".e& ( &e$e#.'5e Re%e(se As ( res"%.9 -*n.!%1
'n5*'#'n) !(s #*-e .* ( s.(n&s.'%% T!'s !(s 5er1 r(&'#(% #*nse0"en#es $*r .!e
,"s'ness (n& !(s ,een re+*r.e& (s (n 'n#'&en.
A##*r&'n) .* ITI: ,es. +r(#.'#es9 w!(. s!*"%& !(++en ne4.3
!" 1roblem Management $ill submit a .e5uest for )hange (.7))"
'" )hange Management $ill start a 1ost Implementation .evie$ (1I.)"
)" .elease Management $ill implement the bac%&out plan"
#" /ervice -evel Management $ill start a /ervice Improvement 1rogram (/I1)"
Answer: C
E4+%(n(.'*n: E5er1 C!(n)e s!*"%& !(5e ( ,(#6?*". +%(n +r'*r .* '-+%e-en.(.'*n9
'n #(se .!e #!(n)e s!*"%& res"%. 'n (n "ne4+e#.e& s.(.e *$ .!e C*n$')"r(.'*n '.e-
QUESTION NO: 93
2!(. 's .!e $'rs. (#.'5'.1 w!en '-+%e-en.'n) ( re%e(se3
!" ,esigning an, buil,ing a release
'" testing a release
)" compiling the release sche,ule
#" communicating an, preparing the release
Answer: C
E4+%(n(.'*n:
& 9: &
7*%'#1 (n& 7%(nn'n) & ! ,ocument, calle, the .elease 1olicy, is ,evelope, by the
.elease Manager an, ,efines ho$ an, $hen releases are configure," 1rior to planning a
release, information must be gathere, about various aspects of the release, such as
pro,uct life cycle, ,escription of relevant IT service an, service levels, authori(ation for
relative .7)s, etc" 1lanning the release involves coor,ination, sche,uling, ,ra$ing up a
communication plan, ,efining roles an, responsibilities, constructing bac%&out an,
5uality plans, an, more"
QUESTION NO: 94
T!e s+e%% #!e#6 -*&"%e *$ ( w*r&?+r*#ess'n) s*$.w(re +(#6()e #*n.('ns ( n"-,er
*$ err*rs T!e De5e%*+-en. &e+(r.-en. !(s #*rre#.e& .!ese err*rs 'n ( new 5ers'*n
2!'#! +r*#ess 's res+*ns',%e $*r ens"r'n) .!'s "+&(.e& 5ers'*n 's .es.e&3
#" .elease Management
Answer: D
& 99 &
E4+%(n(.'*n: T!e s.e+s 'n5*%5e& 'n .!e Re%e(se >(n()e-en. +r*#ess 's:
7*%'#1 (n& 7%(nn'n) & ! ,ocument, calle, the .elease 1olicy, is ,evelope, by the
.elease Manager an, ,efines ho$ an, $hen releases are configure," 1rior to planning a
release, information must be gathere, about various aspects of the release, such as
pro,uct life cycle, ,escription of relevant IT service an, service levels, authori(ation for
relative .7)s, etc" 1lanning the release involves coor,ination, sche,uling, ,ra$ing up a
communication plan, ,efining roles an, responsibilities, constructing bac%&out an,
5uality plans, an, more"
Des')n9 B"'%&'n) (n& C*n$')"r(.'*n & /tan,ar, an, reusable proce,ures an,
,ocumentation shoul, be use, for ,esigning, buil,ing an, configuring releases"
)onfiguration items $ithin the release may come from internal or e+ternal bo,ies" In
either case, laboratory&base, ,evelopment testing along $ith appropriate operational
,ocumentation shoul, be prere5uisites before a release is consi,ere, available for
implementation"
Tes.'n) (n& A##e+.(n#e & -ac% of testing is the most common cause for unsuccessful
changes an, releases" .eleases shoul, un,ergo functional, operational, performance an,
integration testing by the appropriate personnel" Testing shoul, inclu,e bac%&out plans"
!cceptance shoul, be performe, for each step of the release process an, be submitte, to
)hange Management for approval" ;nce approve,, the release can be rolle, out an, the
relevant configuration changes can be integrate, $ithin the )M#' (see )onfiguration
Management)"
R*%%*". 7%(nn'n) & Inclu,es a ,etaile, timetable of release events inclu,ing staff
responsibilities an, action items, ,ocumentation, an, purchasing plans for re5uire,
har,$are an, soft$are"
C*--"n'#(.'*n & 1ersonnel, typically the /ervice #es% or )ustomer .elations,
communicate the planne, changes to users an, the e+pecte, service impact" Training
sessions may be re5uire, to ai, users $ith the release"
D's.r',".'*n (n& Ins.(%%(.'*n & Involves the ,istribution of soft$are an, supporting
har,$are i,entifie, an, approve, in the previous activities"
QUESTION NO: 95
2!'#! *$ .!e $*%%*w'n) 's .!e ,es. &es#r'+.'*n *$ .!e #*n.en.s *$ .!e De$'n'.'5e
S*$.w(re :',r(r13
!" copies of all soft$are versions that are nee,e,
'" copies of all live soft$are programs
)" authori(e, versions of all soft$are use, on the infrastructure
#" soft$are a$aiting user acceptance testing
Answer: C
& :< &
E4+%(n(.'*n: Re%e(se >(n()e-en. w*r6s w'.! C*n$')"r(.'*n >(n()e-en. .*
ens"re .!(. .!e C>DB 's 6e+. "+ .* &(.e (n& .!(. (%% new s*$.w(re re%e(ses (re
s.*re& 'n .!e De$'n'.'5e S*$.w(re :',r(r1 ;DS:< A%% s+(re !(r&w(re #*-+*nen.s
(n& (sse-,%'es (re s.*re& w'.!'n .!e De$'n'.'5e D(r&w(re S.*re ;DDS<
QUESTION NO: 96
S*$.w(re 's #!e#6e& $*r 5'r"ses ,e$*re '. )*es 'n.* .!e De$'n'.'5e S*$.w(re :',r(r1
;DS:<
2!(. ITI: +r*#ess 's res+*ns',%e $*r ens"r'n) .!(. *n%1 5'r"s?$ree s*$.w(re 's +".
'n.* .!e DS:3
!" !pplication Management
#" .elease Management
Answer: D
E4+%(n(.'*n: On%1 (".!*r'8e& s*$.w(re s!*"%& ,e (##e+.e& 'n.* .!e DS:9 s.r'#.%1
#*n.r*%%e& ,1 C!(n)e (n& Re%e(se >(n()e-en.
QUESTION NO: 97
2!'#! ITI: +r*#ess 's res+*ns',%e $*r (nn"(%%1 (%%*#(.'n) .!e #*s.s *$ Un&er+'nn'n)
C*n.r(#.s3
)" 7inancial Management for IT /ervices
Answer: C
E4+%(n(.'*n: IT B'n(n#'(% >(n()e-en. 's .!e &'s#'+%'ne *$ ens"r'n) IT
'n$r(s.r"#."re 's *,.('ne& (. .!e -*s. e$$e#.'5e +r'#e ;w!'#! &*es n*. ne#ess(r'%1
-e(n #!e(+es.<9 (n& #(%#"%(.'n) .!e #*s. *$ +r*5'&'n) IT ser5'#es s* .!(. (n
*r)(n's(.'*n #(n "n&ers.(n& .!e #*s.s *$ '.s IT ser5'#es
QUESTION NO: 98
2!'#! ITI: +r*#ess 's res+*ns',%e $*r se..'n) "+ .!e #*s. (%%*#(.'*n s1s.e-3
& :1 &
)" 7inancial Management for IT /ervices
Answer: C
E4+%(n(.'*n: IT B'n(n#'(% >(n()e-en. 's .!e &'s#'+%'ne *$ ens"r'n) IT
'n$r(s.r"#."re 's *,.('ne& (. .!e -*s. e$$e#.'5e +r'#e ;w!'#! &*es n*. ne#ess(r'%1
-e(n #!e(+es.<9 (n& #(%#"%(.'n) .!e #*s. *$ +r*5'&'n) IT ser5'#es s* .!(. (n
*r)(n's(.'*n #(n "n&ers.(n& .!e #*s.s *$ '.s IT ser5'#es
QUESTION NO: 99
2!'#! (#.'5'.1 'n .!e ITI: +r*#ess CB'n(n#'(% >(n()e-en. $*r IT Ser5'#esC 's
res+*ns',%e $*r ,'%%'n) .!e ser5'#es .!(. were +r*5'&e& .* .!e #"s.*-er3
!" !ccounting
'" 'u,geting
)" )harging
#" .eporting
Answer: C
E4+%(n(.'*n: C!(r)'n) +r*5'&es .!e (,'%'.1 .* (ss')n #*s.s *$ (n IT Ser5'#e
+r*+*r.'*n(%%1 (n& $('r%1 .* .!e "sers *$ .!(. ser5'#e I. -(1 ,e "se& (s ( $'rs. s.e+
.*w(r&s (n IT *r)(n'8(.'*n *+er(.'n) (s (n (".*n*-*"s ,"s'ness I. -(1 (%s* ,e
"se& .* en#*"r()e "ser .* -*5e 'n ( s.r(.e)'#(%%1 '-+*r.(n. &'re#.'*n ? $*r e4(-+%e
,1 s",s'&'8'n) newer s1s.e-s (n& '-+*s'n) (&&'.'*n(% #!(r)es $*r .!e "se *$ %e)(#1
s1s.e-s
QUESTION NO: 100
2!'#! ITI: +r*#ess +r*5'&es (n 'ns')!.9 .!r*")! .!e >*&e%'n) (#.'5'.19 'n.* .ren&s
.!(. #*"%& #("se +er$*r-(n#e +r*,%e-s 'n .!e $"."re3
& :@ &
Answer: B
E4+%(n(.'*n: C(+(#'.1 >(n()e-en. s"++*r.s .!e *+.'-"- (n& #*s. e$$e#.'5e
+r*5's'*n *$ IT ser5'#es ,1 !e%+'n) *r)(n'8(.'*ns -(.#! .!e'r IT res*"r#es .* .!e
,"s'ness &e-(n&s T!e !')! %e5e% (#.'5'.'es (re: A++%'#(.'*n S'8'n)9 2*r6%*(&
>(n()e-en.9 De-(n& >(n()e-en.9 >*&e%'n)9 C(+(#'.1 7%(nn'n)9 Res*"r#e
>(n()e-en.9 (n& 7er$*r-(n#e >(n()e-en.
QUESTION NO: 101
2!'#! ITI: +r*#ess !(s res+*ns','%'.1 'n +re5en.'n) "n(".!*r'8e& (##ess .* &(.(3
Answer: D
E4+%(n(.'*n: A ,(s'# #*n#e+. *$ .!e Se#"r'.1 >(n()e-en. 's .!e 'n$*r-(.'*n
se#"r'.1 T!e +r'-(r1 )*(% *$ 'n$*r-(.'*n se#"r'.1 's .* )"(r(n.ee s($e.1 *$ .!e
'n$*r-(.'*n S($e.1 's .* ,e +r*.e#.e& ()('ns. r's6s Se#"r'.1 's .!e -e(ns .* ,e s($e
()('ns. r's6s 2!en +r*.e#.'n) 'n$*r-(.'*n '. 's .!e 5(%"e *$ .!e 'n$*r-(.'*n .!(.
!(s .* ,e +r*.e#.e& T!ese 5(%"es (re s.'+"%(.e& ,1 .!e #*n$'&en.'(%'.19 'n.e)r'.1 (n&
(5('%(,'%'.1
QUESTION NO: 102
2!ere (re ()ree-en.s re)(r&'n) Se#"r'.1 >(n()e-en. re#*r&e&3
!" in a )onfiguration Management #atabase ()M#')
'" in a /ervice -evel !greement (/-!)
)" in a #efinitive /oft$are -ibrary (#/-)
#" in a )apacity 1lan
Answer: B
E4+%(n(.'*n: T!e )*(% *$ .!e Se#"r'.1 >(n()e-en. 's s+%'. "+ 'n .w* +(r.s:
1" The reali(ation of the security re5uirements ,efine, in the /ervice -evel !greement
(/-!) an, other e+ternal re5uirements $hich are specifie, in un,erpinning contracts,
legislation an, possible internal or e+ternal impose, policies"
& :B &
@" The reali(ation of a basic level of security" This is necessary to guarantee the
continuity of the management organi(ation" This is also necessary in or,er to reach a
simplifie, /ervice -evel Management for the information security, as it happens to be
easier to manage a limite, number of /-!s as it is to manage a large number of /-!s"
QUESTION NO: 103
2!'#! ITI: +r*#ess !(n&%es .!e '-+%e-en.(.'*n *$ .!e +*%'#1 $*r (##ess
-(n()e-en. (n& (##ess .* 'n$*r-(.'*n s1s.e-s3
Answer: D
E4+%(n(.'*n: T!e $'rs. (#.'5'.1 'n .!e Se#"r'.1 >(n()e-en. 7r*#ess 's .!e CC*n.r*%C
s",?+r*#ess T!e C*n.r*% s",?+r*#ess *r)(n'8es (n& -(n()es .!e se#"r'.1
>(n()e-en. +r*#ess '.se%$ T!e C*n.r*% s",?+r*#ess &e$'nes .!e +r*#esses9 .!e
(%%*#(.'*n *$ res+*ns','%'.1 .!e +*%'#1 s.(.e-en.s (n& .!e -(n()e-en. $r(-ew*r6
QUESTION NO: 104
& :0 &
2!'#! ITI: +r*#ess ens"res .!(. .!e 'n$*r-(.'*n .!(. !(s ,een -(&e (5('%(,%e
s(.'s$'es .!e s+e#'$'e& 'n$*r-(.'*n se#"r'.1 re0"'re-en.s3
Answer: C
E4+%(n(.'*n: A ,(s'# #*n#e+. *$ Se#"r'.1 >(n()e-en. 's .!e 'n$*r-(.'*n se#"r'.1
T!e +r'-(r1 )*(% *$ 'n$*r-(.'*n se#"r'.1 's .* )"(r(n.ee s($e.1 *$ 'n$*r-(.'*n
QUESTION NO: 105
2!'#! *$ .!e $*%%*w'n) &es#r',es .!e ,(s'# #*n#e+. *$ In.e)r'.1 'n .!e Se#"r'.1
>(n()e-en. +r*#ess3
!" the capacity to verify the correctness of the ,ata
'" the correctness of the ,ata
)" protection of the ,ata against unauthori(e, access an, use
#" access to the ,ata at any moment
Answer: B
E4+%(n(.'*n: In.e)r'.1? S($e)"(r&'n) .!e (##"r(#1 (n& #*-+%e.eness *$ 'n$*r-(.'*n
QUESTION NO: 106
Se#"r'.1 >(n()e-en. 'n#%"&es ( n"-,er *$ s",?+r*#esses
2!'#! (#.'5'.1 *$ Se#"r'.1 >(n()e-en. %e(&s .* ( se#"r'.1 s",?#%("se 'n .!e Ser5'#e
:e5e% A)ree-en. ;S:A<3
!" Implement
'" Maintenance
)" 1lan
#" )ontrol
Answer: C
E4+%(n(.'*n:
& :5 &
T!e 7%(n s",?+r*#ess #*n.('ns (#.'5'.'es .!(. 'n #**+er(.'*n w'.! .!e Ser5'#e :e5e%
>(n()e-en. %e(& .* .!e ;'n$*r-(.'*n< Se#"r'.1 se#.'*n 'n .!e S:A B"r.!er-*re9
.!e 7%(n s",?+r*#ess #*n.('ns (#.'5'.'es .!(. (re re%(.e& .* .!e "n&er+'nn'n)
#*n.r(#.s w!'#! (re s+e#'$'# $*r ;'n$*r-(.'*n< se#"r'.1
& :6 &

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