2ºSIMULADO ITIL

7/29/2019 2SIMULADO ITIL

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SIMULADO ITIL - FOUNDATION : Mock

Exame 2 - 40 Perguntas | timer:59:4

O b s e r v a e s :

O b s e r v a e s : O b s e r v a e s :

O b s e r v a e s :

E s t e s i m u l a d o c o m p o s t o d e 4 0 q u e s t e s

4 0 q u e s t e s 4 0 q u e s t e s

4 0 q u e s t e s , s e m e l h a n t e a o E X A M E I T I L -

F O U N D A T I O N .

V o c d e v e r c o n s e g u i r 2 6 p o n t o s p a r a p a s s a r n o e x a m e , c a d a q u e s t o v a l e 1

p o n t o , a s q u e s t e s c o m m a i s d e u m a r e s p o s t a v a l e r 0 . 2 5 c a d a o p o c e r t a . A s

q u e s t e s q u e v o c n o r e s p o n d e r s e r o c o n t a d a s c o m o i n c o r r e t a s . O t e m p o

p a r a v o c c o n c l u i r o s i m u l a d o s e r d e 6 0 m i n u t o s .

1 ) Service Desk staff need:

I A g o o d t e l e p h o n e m a n n e r

2 S o m e t e c h n i c a l a p p r e c i a t i o n o f t h e s u p p o r t e d s e r v i c e s

3 A w a r e n e s s o f t h e l i k e l y b u s i n e s s i m p a c t o f s e r v i c e i n c i d e n t s

1 & 2

I, 2 & 3

2 & 3

1 & 3

2 ) Which of the following can be OMITTED from an urgent software release in

exceptional circumstances?

Undertaking full testing

Updating the CMDB

Incrementing the version number

Putting the amended version in the DSL

3 ) A good Incident Management process will:


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Ensure that error corrections are treated as urgent changes

Diagnose the underlying cause of incidents quickly

Restore normal service operation as quickly as possible following an incident

All of the other answers

4 ) The primary responsibility of Incident Control is:

Keeping customers informed of future problems

Matching incidents with known errors

Restoring service following incidents

Raising multiple incidents to Problem Management

5 ) Which of the following statements best describes the level to which CIs would

normally be broken down:

The lowest possible level

The level at which they will be independently installed, changed or replaced

The level which best facilitates the identification of the root cause of all System

incidents

The level at which it is possible to identify the suppliers of all sub-components

6 ) Which of the following activities is NOT the responsibility of Problem Management?

Co-coordinating major problem reviews

Determining the root cause of incidents

Providing management information on incidents, problems and known errors

Implementing error resolutions

7 ) Which of the following statements is FALSE?


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Charging is required in order to cost IT services

Budgeting and accounting for IT services is essential for effective Service

Management

It is better to budget and account for IT services before implementing charging

Charging may lead to the recovery of costs

8 ) Which of the following is necessary in order to start IT Services Continuity

planning?

Include continuity measures in Change Management procedures

Identify appropriate countermeasures

Conduct a business impact analysis

Establish a contract with an intermediate recovery provider

9 ) Status Accounting is an important part of which process?

IT Financial Management

Change Management

Incident Management

Configuration Management

10 ) 10. Which of the following is NOT a technique usually associated with Availability

Management?

Auto error detection

Mirroring

Analysing data

Queuing theory

11 ) Which of the following statements is true?


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Service Level Agreements are between user departments and technical support

providers and are written in business language

Operational Level Agreements are between internal service providers and may bewritten in technical language

Operational Level Agreements are between Service Level Management and

external providers and are written in business language D Service Level

Agreements are between user departments and Service Level Management and are

written in technical language

12 ) Problem Management includes several core activities. Which one of the following

most accurately summarises these?

Problem control, error control, management reporting

Identification, control, status accounting, verification

Incident control, seventy analysis, support allocation, reporting

Identification, severity analysis, support allocation, investigation

13 ) The Service Desk is unable to deal with a customer's enquiry. What action should

they take?

Log the details and inform the customer of the incident number. Tell them someone

will contact them within an agreed time with an update. Retain ownership of the

incident but refer to appropriate second line support group. Monitor progress and

keep cust

Tell them to ring back if it happens again

Log the details and inform the customer of the incident number. Suggest they ring

back if they have not heard within 48 hrs

Suggest the customer contacts a third party

14 ) When writing an IT Service Continuity Plan it is essential to prepare for a return to

normal working. Which of these is it essential to include in the section of the plan that

deals with the return to normal working?

Removal of data from standby equipment

list of contacts for the emergency suppliers

Bonus payments for staff involved in the disaster


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Creation of an updated version of the IT Service Continuity Plan

15 ) Which of the following best describes why an SLA should contain definitions of

terms?

To ensure that anywhere there is a measurement required within the SLA then it is

realistically measurable

To ensure that both the customer and IT can unambiguously understand the terms in

SLA

To make Sure that all clauses in the SLA make sense

To ensure that the customers understanding of a particular term is the one meant in

the SLA

16 ) Which of the following would NOT normally be discussed in a typical service

review with a customer?

Authorisation for changes to the service

Service performance trends

Corrective actions to be taken

Customer satisfaction with the service

17 ) Which of the following will NOT be provided by a good Service Desk?

Reduced requirement for IT knowledge throughout the user community

Effective correction of the root cause of incidents

Early warning of potential business IT operational failures

Keeping customers informed

18 ) Which of the following IT Service Continuity measures is likely to be the most

appropriate for 24x7 business critical system running on a mainframe?

Cold standby facility to be located in the car park

Reciprocal arrangement with a local company


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Hot standby at a site some distance away

Dormant contract with a mainframe supplier

19 ) Impact assessment is NOT normally part of which of the following processes?

Problem Management

IT Service Continuity Planning

Incident Management

Service Level Management

20 ) An overhead would normally be regarded as which of the following?

An indirect cost

A discounted charge

A direct cost

The market price

21 ) Consider these statements:

1 S e r v i c e C a p a c i t y M a n a g e m e n t s h o u l d e n s u r e t h a t t h e t y p e , p a t t e r n a n d t y p i c a l

r e s o u r c e r e q u i r e m e n t s o f a l l s e r v i c e s i s u n d e r s t o o d

2 U n d e r t a k i n g S e r v i c e C a p a c i t y M a n a g e m e n t i s s u f f i c i e n t t o e n s u r e t h a t t h e

P e r f o r m a n c e d i f f i c u l t i e s n e v e r a r i s e

W h i c h o f t h e s e s t a t e m e n t s i s / a r e c o r r e c t ?

Neither

Both

OnIy 2

Only l


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22 ) A properly implemented and tested IT Service Continuity Plan can help business

continuity by:

Planning the implementation of new services at times that dont impact the business

Enabling a speedy recovery of service after a disaster

Reviewing trends in incidents and planning to avoid repetition

Having planned maintenance tasks that reduce the likelihood of incidents

23 ) The Change Management function is NOT responsible for

Scheduling a change to the network

Ensuring that a change to an application is prioritised

Ensuring that the impact of a change to hardware is fully assessed

Implementing the release of a software change

24 ) Which of the following need NOT be recorded as part of a Change Record?

The scheduled implementation date

Some details of the back-out plan

Any CAB recommendations

The names of the CAB members

25 ) Which of these two statements is true all cases?

1 D e t a i l s o f a C I m u s t b e e n t e r e d i n t o t h e C M D B a f t e r i t i s a d d e d t o t h e l i v e

e n v i r o n m e n t

2 A C l c o n s i s t s o f a n u m b e r o f c o m p o n e n t C I s

Both1&2


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Neither 1or 2

Only l

Only 2

26 ) Which of the following is NOT the responsibility of the Release Management

process?

Distributing software

The physical aspects of software control

Helping to determine the software release policy

Ensuring that CMDB entries concerning software CIs are verified

27 ) Which is the correct sequence of events for describing an incident lifecycle after the

incident has occurred?

Detection, Repair, Recovery, Restoration, Diagnosis

Detection, Recovery, Repair, Restoration, DiagnosisDetection, Diagnosis, Recovery, Repair, Restoration

Detection, Diagnosis, Repair, Recovery, Restoration

28 ) Which of the following statements best describes a "problem"?

An incident which has been diagnosed and for which a resolution exists

An incident that has passed its service level for fixing

An incident that has occurred more than once

The unknown underlying cause of one or more incidents

29 ) By introducing budgeting and accounting for IT services, which of the following

will be a DIRECT benefit?


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Better value for money

Clearer charging policies

Improved financial forecasting

Higher quality support


Physical copies of all CIs are stored in the DSL

The DSL contains source code only

Release Management is responsible for managing the organisations rights and

obligations regarding software

A change may only be developed from nondefinitive version of software in the

case of an urgent release

31 ) In which of the following circumstances is requesting an urgent change justified?

Only one small component requires changing and it is unlikely to affect any other

components

The CAB meeting has been cancelled because most of the members are unavailable

at the time previously agreed

The supplier has advised that previous versions will not be supported very much

longer

The change is needed to correct an error on a business critical system

32 ) The prime responsibility of Availability Management is:

To understand the behaviour of CIsTo deliver a level of availability that enables customers to satisfy their business

objectives

To negotiate and manage support contracts for hardware and software

To manage security and serviceability of all IT services

33 ) Which of the following is NOT a valid charging policy?


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Cost recovery

Activity base costing

Cost plus pricing

Market rate

34 ) Which of the following are likely members of the Change Advisory Board?

Problem Manager

Change Manager

All of them

Customer representatives

35 ) Which of these is NOT a purpose for which Service Capacity Management

information can be used?

DSL control

Systems throughput calculation

Network performance analysis

Demand Management

36 ) Which of the following is NOT an attribute of a hardware Cl?

Number of items

What it costs

A suppliers part number

A manufacturers serial number

37 ) Which of the following list will NOT have a direct impact upon IT capacity?

An increase in network bandwidth available


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A reduction in transactions processed

A reduction in the number of tiles to be stored

An increase in the cost per transaction

38 ) Which of the following is most involved with the: Incident Problem Known

Error Change lifecycle?

Service Support

Service Management

Service Delivery

Customers Services

39 ) ITIL is owned by the IT Service Management Forum (itSMF) based in the United

Kingdom

True

False

40 ) As the ITIL approach is introduced to a new organisation, which of the following is

the most likely benefit to be realised?

Greater flexibility and adaptability will be apparent within the IT environment

More refined budget and procurement processes

Increased costs of IT support

Greater numbers of IT staff apparent

Finalizar

1 ) Service Desk staff need:

I A good telephone manner2 Some technical appreciation of the supported services3 Awareness of the likely business impact of service incidents


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I, 2 & 3

2 ) Which of the following can be OMITTED from an urgent software release in exceptional circumstances?

Undertaking full testing

3 ) A good Incident Management process will:

Restore normal service operation as quickly as possible following an incident

4 ) The primary responsibility of Incident Control is:

Restoring service following incidents

5 ) Which of the following statements best describes the level to which CIs would normally be broken down:

The level at which they will be independently installed, changed or replaced

6 ) Which of the following activities is NOT the responsibility of Problem Management?

Implementing error resolutions

7 ) Which of the following statements is FALSE?

Charging is required in order to cost IT services

8 ) Which of the following is necessary in order to start IT Services Continuity planning?

Conduct a business impact analysis

9 ) Status Accounting is an important part of which process?

Configuration Management

10 ) 10. Which of the following is NOT a technique usually associated with Availability Management?

Queuing theory


Operational Level Agreements are between internal service providers and may be written in technical language

12 ) Problem Management includes several core activities. Which one of the following most accuratelysummarises these?

Problem control, error control, management reporting

13 ) The Service Desk is unable to deal with a customer's enquiry. What action should they take?


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Log the details and inform the customer of the incident number. Tell them someone will contact them within anagreed time with an update. Retain ownership of the incident but refer to appropriate second line supportgroup. Monitor progress and keep cust

14 ) When writing an IT Service Continuity Plan it is essential to prepare for a return to normal working. Whichof these is it essential to include in the section of the plan that deals with the return to normal working?

Removal of data from standby equipment

15 ) Which of the following best describes why an SLA should contain definitions of terms?

To ensure that both the customer and IT can unambiguously understand the terms in SLA

16 ) Which of the following would NOT normally be discussed in a typical service review with a customer?

Authorisation for changes to the service

17 ) Which of the following will NOT be provided by a good Service Desk?

Effective correction of the root cause of incidents

18 ) Which of the following IT Service Continuity measures is likely to be the most appropriate for 24x7business critical system running on a mainframe?

Hot standby at a site some distance away

19 ) Impact assessment is NOT normally part of which of the following processes?

Service Level Management

20 ) An overhead would normally be regarded as which of the following?

An indirect cost

21 ) Consider these statements:

1 Service Capacity Management should ensure that the type, pattern and typical resource requirements of allservices is understood2 Undertaking Service Capacity Management is sufficient to ensure that the Performance difficulties never

arise

Which of these statements is/are correct?

Only l

22 ) A properly implemented and tested IT Service Continuity Plan can help business continuity by:

Enabling a speedy recovery of service after a disaster


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23 ) The Change Management function is NOT responsible for

Implementing the release of a software change

24 ) Which of the following need NOT be recorded as part of a Change Record?

The names of the CAB members

25 ) Which of these two statements is true all cases?

1 Details of a CI must be entered into the CMDB after it is added to the live environment2 A Cl consists of a number of component CIs

Neither 1or 2

26 ) Which of the following is NOT the responsibility of the Release Management process?

Ensuring that CMDB entries concerning software CIs are verified

27 ) Which is the correct sequence of events for describing an incident lifecycle after the incident hasoccurred?

Detection, Diagnosis, Repair, Recovery, Restoration

28 ) Which of the following statements best describes a "problem"?

The unknown underlying cause of one or more incidents

29 ) By introducing budgeting and accounting for IT services, which of the following will be a DIRECT benefit?

Improved financial forecasting


Release Management is responsible for managing the organisations rights and obligations regarding software

31 ) In which of the following circumstances is requesting an urgent change justified?

The change is needed to correct an error on a business critical system

32 ) The prime responsibility of Availability Management is:

To manage security and serviceability of all IT services

33 ) Which of the following is NOT a valid charging policy?

Activity base costing

34 ) Which of the following are likely members of the Change Advisory Board?


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All of them

35 ) Which of these is NOT a purpose for which Service Capacity Management information can be used?

DSL control

36 ) Which of the following is NOT an attribute of a hardware Cl?

Number of items

37 ) Which of the following list will NOT have a direct impact upon IT capacity?

An increase in the cost per transaction

38 ) Which of the following is most involved with the: Incident Problem Known Error Change lifecycle?

Service Support

39 ) ITIL is owned by the IT Service Management Forum (itSMF) based in the United Kingdom

False

40 ) As the ITIL approach is introduced to a new organisation, which of the following is the most likely benefit tobe realised?

Greater flexibility and adaptability will be apparent within the IT environment

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2ºSIMULADO ITIL