exame simulado oficial EXIN 2.0 - ingles

8/7/2019 exame simulado oficial EXIN 2.0 - ingles

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SIMULAO DE EXAME DE CERTIFICAO FOUNDATION DE ACORDOCOM O EXIN

EXAMINATION

1 of 40

Which process or function deals with errors and questions about use of services, raised by

end users?

A .Availability Management

B. Service level Management

C. Problem managementD. Service Desk

2 of 40

What is the difference between a Known Error and a problem ?

A. The underlying cause of a known Error is known. The underlying cause of aProblem is not known

B. A Known Error involves an error in the IT infrastructure, A Problem does notinvolve such an error.

C. A Known Error always originates from an Incident. This is not always the case witha Problem.

D. With a Problem, the relevant Configurations items have been identified. This is notthe case with a known Error.

3 of 40

Submission of Requests for Change (RFCs) is an activity of which ITIL process?

A. Change ManagementB. Configuration ManagementC. Incident ManagementD. Release Management


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4 of 40

Who is authorised to establish an agreement with the IT organisation for the purchase of IT

Services?

A. the service Level ManagerB. the userC. the ITIL process ownerD. the customer

5 of 40

The Service Level Manager has established a Service Level Agreement (SLA) with the

customer. The IT department has been unable to fulfil the requirements in the ITorganisation orders new hardware only once a month. The IT department often needs the

hardware sooner than this, as the SLA agreed to delivery as required.

Which document(s) should the IT department and the purchasing division establish or

review together?

A. the Operational Level agreement (OLA)B. the service Level Requirements (SLRs)C. the Service Specification sheetsD. the underpinning Contract (UC)

6 of 40

When a new of a software package is installed in a desktop or client/server environment, it

can affect other software packages.

Which IT process monitors whether other software packages must be tested and installed

again in such a situation?

A. Change ManagementB. IT Service Continuity ManagementC. Problem ManagementD. Release Management


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7 of 40

A properly implemented Configuration Management process will help us determine what

services are no longer available in the event of a server crash. To achieve this what stephas to have been completed?

A. The Status attribute should have been added to the Configuration items (CIs).B. CIs should have been marked with asset stickers.C. The Service Desk should have access to the Configuration Management

Database(CMDB).

D. Relationships should have been defined between CIs.

8 of 40

From which document can the Incident Management process obtain information about

when and to whom it must escalate issues if required?

A. the Service Improvement ProgrammeB. the Service CatalogueC. the organisation chartD. the Service Level Agreement

9 of 40

The Problem Control is a sub-process of Problem Management. The first activity ofProblem Control is to identify and record problems.

What is the first step to be taken in identifying a problem?

A. analyse all existing incidentsB. classify and prioritise problemsC. solve problemsD. provide management information

10 of 40

Which ITIL process or function checks that Requests for change (RFCs) are logical,

workable and necessary?

A. Change ManagementB. Incident ManagementC. Problem Management


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D. Service Desk


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11 of 40

From which data collection tool can statistical information be extracted to gain an insight

into the structure and composition of the IT infrastructure?

A. the Capacity Management Database (CMD)B. the Configuration Management Database (CMDB)C. the Definitive Hardware Store (DHS)D. 4the Definitive Software Library (DSL)

12 of 40

What is another term for Uptime?

A. Mean Time Between Failures (MTBF)B. Mean Time To Repair ( MTTR)C. Mean Time Between System Incidents (MTBSI)D. Relationship between MTBF and MTBSI

13 of 40

Which of the following is an activity of IT Service Continuity Management?

A. advising end users of a system failureB. documenting the fallback arrangementsC. providing reports regarding availabilityD. guaranteeing that the configuration Items are constantly kept up-to-date.

14 of 40

What is the description of the term confidentiality as part of the security management

process?

A. protection of the data against unauthorised access and useB. ability to access data at any momentC. the capacity to verify that the data is correctD. the correctness of the data

15 of 40

What is usually not an activity of the service desk?

A. handling (standard)Requests For Change


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B. handling complaints about the services of the IT organisationC. tracing the underlying cause of incidentsD. providing information on products and services

16 of 40

Which of the following documents is part of a tactical process?

A. user manual in area of an applicationB. newsletter from the Service Desk about an applicationC. discussion about a Request for Change (RFC) for expansion of an application with

the person who submitted the RFCD. agreements on the availability percentage of an applicat

17 of 40

An end-users PC crashes. This is not the first time that he has had problems with his PC. It

also crashed three months ago. The user reports the crash to the Service Desk.

What is Happening Here?

A. an incidentB. a Known ErrorC. a ProblemD. a Request for Change

18 of 40

Which of the following is an example of a Service Request?

A. a complaint about the provision of servicesB. an error reportC. a relocation of equipment requestD. a request for documentation

19 of 40

What is an activity within the area of Pro-active Problem Management?

A. handling requests for changeB. performing trend analyses and identifying potential incidents and problemsC. following up on all incidents and disruptionsD. minimising the disruption to services resulting from Changes to the IT environment


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20 of 40

A user has forgotten his password and asks the Service desk for a new password.

What type of request does this involve?

A. an information RequestB. a Request for Change (RFC)C. a Service RequestD. a Standard Change

21 of 40

Control is one the activities of Configuration Management.

A. updating changes to Configuration Items (CIs)and their relationships in tehConfiguration management Database (CMDB)

B. verifying that the CIs and their attributes are specified correctly in the CMDBC. installing new CIs in the operating environmentD. taking inventory of the CIs

22 of 40

Which activity is part of the Availability Management process?

A. classifying Requests For ChangeB. defining the impact code for incidentsC. identifying problems with the availability of IT ServicesD. measuring the availability of IT Services

23 of 40

In which ITIL process are negotiations held with customer about the IT Services?

A. Availability ManagementB. Capacity ManagementC. Financial Management for IT servicesD. Service Level Management


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24 of 40

Which attribute in the configuration Management Database (CMDB) would help to

ascertain which Configuration items are undergoing maintenance at a particular moment intime?

A. purchase dataB. ownerC. locationD. status

25 of 40

Which of the following Changes must be authorised through Change Management?A. data entry from users indo a databaseB. changing a passwordC. adding a new user to the systemD. relocating of a printer from the second floor to the third floor

26 of 40

Which measure will contribute to an improvement in the way Problem Management

functions and therefore structurally reduce regularly recurring incidents?

A. holding an information campaign among users to encourage them to engage theservices of Problem Management

B. setting up and implementing Problem control and Error ControlC. introducing a distributed Service DeskD. selecting a new tool that enables the Service desk to oversee all incidents much

more effectively

27of 40

Which ITIL process or which ITIL function has the matching of incidents with

known(documented) solutions as one of its activities?

A . Change ManagementB. Incident ManagementC. Problem ManagementD. Service Desk


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28 of 40

Which status does a Problem obtain when the cause of that problem is known?

A. the status IncidentB. the status Known ErrorC. the status SolvedD. the status Request for Change

29 of 40

After a Change has been implemented, an evaluation is performed.

What is this evaluation called?

A. Forward Schedule of Changes (FSC)B. Post Implementation Review (PIR)C. Service Improvement Programme (SIP)D. Service Level requirement (SLR)

30 of 40

Due to a defect, a users sound card is replaced with a new one.

For future reference, which ITIL process is responsible for registering the new sound card

made by a different manufacturer?

A. Change ManagementB. Configuration ManagementC. Incident ManagementD. Problem Management

31 of 40

At which moment does release Management start building, testing and implementing a

Change?

A. After the members of the Change Advisory Board (CAB) have discussed the,impact analysis.

B. After the Request for Change (RFC) has been formally authorised and scheduled.C. After the Service Quality Plan has been realised, so that the quality is guaranteed

after the Change has been implemented.


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D. After Problem Management submits the RFC.


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32 of 40

Which of the following is included in a Service Level Agreement (SLA)?

A. arrangements about the services to be providedB. availability statistics of a past periodC. an action plan for setting up the Service Level Management processD. detailed technical descriptions of the TCP-IP protocol

33 of 40

Which ITIL process ensures that the IT Services are restored as soon as possible in the case

of a malfunction?

A. Change ManagementB. Incident ManagementC. Problem ManagementD. Service Level Management

34 of 40

One of the activities of Capacity Management is described as:

making predictions about the `behaviour` of the infrastructure. The available technologiesrange from formulating estimates to extensively testing prototypes.

Which Capacity Management activity does this involve?

A. Demand ManagementB. ModellingC. Application SizingD. Tuning

35 of 40

Who provides input to the Security Management process in order to define securityrequirements?

A. configuration managerB. database managerC. customerD. Service Desk employee


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36 0f 40

Which ITIL process co-ordinates the implementation of a new software release?

A. Change ManagementB. Configuration ManagementC. Release ManagementD. Service Level Management

37 of 40

Which ITIL process analyses threats and dependencies to IT Services as part of the decisionregarding countermeasures to be implemented?

A. Availability ManagementB. IT Service Continuity ManagementC. Problem ManagementD. Service Level Management

38 of 40

Which ITIL process draws up a (long-range) plan for the expected purchase of ITServices ?

A. Availability ManagementB. Capacity ManagementC. Configuration ManagementD. Service Level Management

39 of 40

Which ITIL process is responsible for drawing up a charging system?

A. Availability ManagementB. Capacity ManagementC. Financial Management for IT ServicesD. Service Level Management


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40 of 40

What is IT Service Management?

A. effectively and efficiently managing the quality of the IT ServicesB. organising the management of the IT infrastructure according to the best practices

of ITILC. managing the IT infrastructure in a process-oriented way so that the IT organisation

can provide the customer with IT products in a professional way

D. promoting an understanding of IT Services among a wider audience


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ANSWER KEY

1 of 40

A. Incorrect. Availability Management has no direct contact with users.

B. Incorrect. Service Level Management mainly concerns itself with the agreementswith customer for the IT Services, not on resolving malfunctions or answering

users questions.

C. Incorrect. Problem Management concerns itself with investigating the underlying

cause.D. Correct. Dealing with questions about use or errors with services is the task of the

Service desk ITIL function.

2 of 40

A. Correct. An underlying cause will be defined when a Problem is being investigated.This results in a Known Error.

B. Incorrect. The cause of both a Known Error and a Problem can be located in the ITinfrastructure, but this cause will be known in the case of a Known Error.

C. Incorrect. A Problem should always have been defined from the registration of oneor more Incidents.

D. Incorrect. In the description of a Problem, the Configuration Items involved are notyet known. The Problem must still be investigated, after which it becomes a KnownError.

3 of 40

A. Incorrect. Change Management itself does not submit any Requests for Change(RFCs).Change Management receives RFCs, evaluates them and implements them

or rejects them.

B. Incorrect. Configuration Management does not submit RFCs. ConfigurationManagement provides information about the Configuration items involved in an

RFC to be implemented.

C. Correct. When the cause of an Incident is clear ,Incident Management can submit anRFC.

D. Incorrect. Release Management does not submit REFCs . Release Managementprovides (planning) information about which releases are to be included in an RFC.

4 of 40

A. Incorrect. The Service Level Management is part of the IT organisation and as suchcannot establish any agreements.


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B. Incorrect. The user is the person who uses the IT resources for his or her daily tasks,but has no authorisation to establish agreements.

C. Incorrect. The ITITL process owner is part of the IT organisation and as suchcannot establish any agreements

D. Correct. The customer is the authorised person to establish an agreement with the ITorganisation for the purchase of IT Services.

5 of 40

A. Correct. The purchasing division is an internal supplier, and an Operational LevelAgreement (OLA) should be reviewed/modified or established.

B. Incorrect. The Service Level Requirements (SLRs) specify the customersrequirements/expectations. This is not the appropriate type of contract between

internal supplier and the IT Service Provider.C. Incorrect. Although the Service Specification sheets specify which kind of

technology must be available, it is not the appropriate type of contract between an

internal supplier and the IT Service Provider.D. Incorrect. Underpinning Contracts (UCs) are intended for external suppliers.

6 of 40

Carefully read the introduction to this question.

A. Correct. Change Management ensures that the risks associated with a Change arekept to the minimum.

B. Incorrect. IT Service Continuity Management May be involved indirectly in thismatter if there is a serious problem as a result of the Change and the IT ServiceContinuity Plan must be put into effect a s a result. However, this is not the

responsibility of IT Service Continuity Management.

C. Incorrect. This is not the task of Problem Management.D. Incorrect. The actual activities (reinstalling and retesting other packages) may be the

task of Release Management, but Change Management is responsible for

monitoring these activities.

7 of 40

A. Incorrect. If the status of the server is inactive, you still cannot see which servicesare affected. In that case, you must also have defined the relationships.

B. Incorrect. Stickers do not show which services are using the server.C. Incorrect. Although it is useful that the Service Desk has access to the Configuration

Management Database (CMDB), it is absolutely not necessary in order to see which

services are no longer operational. The Configuration Manager can also see that.

D. Correct. In the CMDB, the relation between the hardware infrastructure (forexample, a server) and the services linked to it (for example, which applications are


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running on a server and which business process is being supported in this way) hasbeen recorded.


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8 of 40

A. Incorrect. The Service Improvement Programme contains steps necessary to makeimprovements in Service Delivery following major failures in delivering services.

B. Incorrect. The Service Catalogue (product and service catalogue) containsdescriptions about all services, but not the people to whom Incident Management

can escalate.C. Incorrect . The organisation chart display the existing organisational structure and

contains no information about escalation in a particular situation.

D. Correct. Arrangements about escalation can be recorded in a Service LevelAgreement.

9 of 40

A. Correct. Analysis of all existing incidents is the first activity of ProblemManagement in the Problem Control subprocess.

B. Incorrect. This is not one of the first steps.C. Incorrect. This will certainly not be the first step. In order to solve a Problem,

Problem Management must first investigate what the Problem is

D. Incorrect. Problem Management can only report on the Problem when informationin known about the Problem. This is the last step

10 of 40

A. Correct. Change Management evaluates Requests for Change (RFCs)B. Incorrect. Incident Management must be informed about RFCs, but it does not

verify them.

C. Incorrect. Problem Management can, however, submit RFCs.D. Incorrect. The Service Desk can, however, be involved in implementing a Change.

11 of 40

A. Incorrect. The Capacity Management Database (CMD) contains only capacity andperformance data on the IT infrastructure.

B. Correct. The Configuration Management Database (CMDB) contains a record of theentire IT infrastructure and its interrelationships.

C. Incorrect. The Definitive Hardware Store (DHS) is the storage location for hardwarestocks of standardised basic configurations.

D. Incorrect. The Definitive Software Library (DSL) contains all source software anddocumentation for the operational software.


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12 of 40

A. Correct.B. Incorrect. Mean Time To Repair (MTTR) is the average time required to resolve an

incident (Downtime).

C. Incorrect. Mean time Between System Incidents (MTBSI) is the average timebetween the occurrence of two successive incidents. This also includes the MTTR,therefore,

D. Incorrect. A relationship between two different time indicators produces a factor orpercentage as a result. This has nothing to do with Uptime.

13 of 40

A. Incorrect. Advising users of system failure is a Service Desk activity.B. Correct.C. Incorrect. Providing reports on availability is an activity of Availability

Management.D. Incorrect. Guaranteeing that the Configuration items are constantly kept up-to-date

is an activity of Configuration Management.

14 of 40

A. Correct. Protection of the data against unauthorised access and use is the descriptionof confidentiality as used in the Security Management process.

B. Incorrect. Ability to access data at any moment is a description of Availability asused in the Security Management process

C. Incorrect. The Capacity to verify that the data is correct is part of the description ofIntegrity as used in the Security Management process.

D. Incorrect. The correctness of the data is part of the description of Integrity as used inthe Security Management process.

15 of 40

A. Incorrect. The handling of (standard) Requests For Change is an activity withinChange Management, but it can also be a Service Desk activity

B. Incorrect. The handling of complaints about the services of the IT organisation is anactivity within Service Level Management, but it can also be a Service Deskactivity.

C. Correct. Tracing the underlying cause of incidents is an activity of ProblemManagement.

D. Incorrect. Providing information on products and services can be an activity of theService Desk.


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16 of 40

A. Incorrect. User support in the area of applications is part the Incident Managementprocess, an operational process.

B. Incorrect. A newsletter from the Service Desk about an applications is a form ofcommunication from the Service Desk, an operational department.

C. Incorrect. A discussion about a request for Change (RFC) for the communication inthe Change Management process, an operational process.

D. Correct. Agreements on the availability percentage needed of a purchasingapplication are made in the Service Level Management Process, a tactical process.

17 of 40

Carefully read the introduction to this question.

A. Correct. This is an Incident. It is a long time ago that the previous Incident occurred.This Incident Cannot be related directly to the previous Incident.

B. Incorrect. This involves an Incident, and not a Known Error. Moreover, the fact thatthis is a recurring malfunction still does not make it a Known Error.

C. Incorrect. This report does not involve a Problem. Moreover, the fact that this is arecurring malfunction still does not make it a Problem.

D. Incorrect. This is an Incident and not a Request for Change

18 of 40

A. Incorrect. A complaint about the provision of services is possibly an Incident, but itis not a Service Request hat can be solved by the Service Desk according to astraightforward standard procedure.

B. Incorrect. A error report is not a Service request, but it requires IncidentManagement procedures to ensure the rapid recovery of services..

C. Incorrect. The relocation of equipment is a Change request.D. Correct. A request from a user for information, advice, documentation or a new

password, for example, is a Service Request.

19 of 40

A. Incorrect. Handling Requests for Change is the task of Change Management.B. Correct. Pro-active Problem Management concerns itself with trend analysis and

identifying potential incidents and problems.


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C. Incorrect. Following up on all incidents and disruptions is the task of IncidentManagement.

D. Incorrect. Minimising the impact of changes is not task of Pro-active ProblemManagement but of Change Management.

20 of 40

A. Incorrect. The user is not just requesting information. Moreover, InformationRequest is not an ITIL term.

B. Incorrect. A Request for Change is submitted to Change Management.C. Correct. A service Request is an Incident whereby the Service Desk can help the

user in a straightforward way.D. Incorrect. A Standard Change is a Change that can be regarded as standard as far as

its content is concerned but that no longer has go through the entire Change

Management process.

21 of 40

A. Correct.B. Incorrect. Verifying that the CIs and their attributes are specified correctly the

Configuration Management Database (CMDB) is a description of Verification andnot the Control activity.

C. Incorrect. Installing new CIs the operating environment does not describe theControl activity. It is an activity that is usually executed by Release Management

under the responsibility of Change Management.

D. Incorrect. Taking inventory of the Configuration Items (CIs) is a description ofIdentification and registration and not the Control activity.

22 of 40

A. Incorrect. Classifying Requests for Change is a Change Management activity.B. Incorrect. Defining the impact code for incidents is an Incident Management

activity.

C. Incorrect. Identifying problems with the availability of IT Services is a ProblemManagement activity.

D. Correct. In addition to reporting, measurement is the most important activity in theAvailability Management process. The measurement and reporting activities create


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the basis for verifying service agreements, removing problem situations andformulating improvement proposals.


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23 of 40

A. Incorrect. Availability Management has no direct with the customer.B. Incorrect. Capacity Management has no direct contact with the customer.C. Incorrect. Financial Management for IT Services determines the cost price and sales

price on the basis of the financial policy or negotiations with the customer, but is

not directly involved in negotiations.D. Correct. One of the activities of service Level Management is drawing up the

contract. Part of this activity involves negotiating on the desired provision of

services in relation to the costs. Pricing information is recorded in a service Level

Agreement (SLA).

24 of 40

A. Incorrect. The purchase data of a Configuration Item (CI) has nothing to do with themaintenance being carried out on that CI.

B. Incorrect. The owner does not change if a CI is undergoing maintenance.C. Incorrect. While the location of a CI may change when under maintenance this

attribute would not be a useful way to show all CIs currently under

maintenance(there could be multiple maintenance locations)

D. Correct. Reporting on the status flag will show us all CIs that are currentlyflagged as being in a maintenance state.

25 of 40

A. Incorrect. In that case, for example, every time an order is entered or a document isstored, permission wold have to be received from Change Management.

B. Incorrect. Changing a password is not a Change but a Service Request. If it was aChange, the Change Management process would be overloaded with Requests For

Change that generally have little impact have on the rest of the IT infrastructure.

C. Incorrect. Adding a new user to system is not a Change, but a Service Request. If itwas a Change, the Change Management process would be overloaded with Request

for Change that generally have little impact have on the rest of the IT infrastructure.

D. Correct. This is a change in the IT infrastructure and can have a certain impact onthe way the infrastructure functions.

26 of 40

A. Incorrect. Users do not engage the services of Problem Management.B. Correct. Problem Control and Error Control focus on investigating underlying

causes and eliminating errors through Requests for Change, respectively. Bothprocesses actively contribute to the reduction of regularly recurring incidents.


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C. Incorrect. A distributed Service Desk does not improve the way ProblemManagement functions.

D. Incorrect. A tool enables the Service Desk to oversee the reported and outstandingincidents more effectively, but this does not necessarily improve the way theProblem Management process functions.

27 of 40

A. Incorrect. Change Management concerns itself with submitted Requests for Changeand with dealing with those requests.

B. Correct. Matching is an activity that is part of the incident Management IYILprocess.

C. Incorrect. Problem Management concerns it self with investigating the underlyingcause of one or more incidents.

D. Incorrect. The Service Desk concerns itself with providing users with support.

28 of 40

A. Incorrect. The status incident does not exist. Several incidents together make up aProblem.

B. Correct. If the cause of the Problem is known, it obtains the status Known Error.C. Incorrect. The status Solved is not a correct term in the ITIL descriptions. The

Problem must still be solved after its cause is known.D. Incorrect. A request for Change (RFC) is the logical consequence of a Known Error.

The Known Error can be solved by applying for and implementing an RFC.

29 of 40

A. Incorrect. A Forward Schedule of Changes (FSC) is not an evaluation, but acalendar with a schedule of the coming changes.

B. Correct.C. Incorrect. A Service Improvement Programme (SIP)is not an evaluation. A SIP

can, however, be the consequence of an evaluation (from Service Level

Management).D. Incorrect. Service Level requirement (SLRs) are the expectations of the customer

for a (new) service. There do not involve an evaluation.

30 of 40


26/31


A. Incorrect. Change Management is indeed responsible for the Change, but not forregistering that Change.

B. Correct. Configuration Management registers new Configuration Items (CIs) in theConfiguration Management Database (CMDB).

C. Incorrect. Incident Management registers the Incident and its development, but doesnot register the Change in the CMDB.

D. Incorrect. Problem Management may have concluded that the sound card had to bereplaced, but it is not responsible for registering the Change.

31 of 40

A. Incorrect. Discussion of the impact analysis does not signify approval of theChange proposal. Moreover, a schedule will have to be compiled for the Changebefore Release Management can do its job.

B. CorrectC. Incorrect. The Service Quality Plan has nothing to do with the moment if building,

testing and implementing a Change.

D. Incorrect. Problem Management cannot itself initiate Change activities. ChangeManagement must initiate the formal start of those activities.

32 of 40

A. Correct.B. Incorrect. The availability statistics are described in reports.C. Incorrect. The agreement to establish and/ or execute the action plan can be

included in a Service Level agreement (SLA),but not the plan itself.

D. Incorrect. Detailed technical descriptions of services are not included in a good SLA(customer language), let alone a technical description of the TCP-IP protocol.

33 of 40

A. Incorrect. Change Management can sometimes be involved in the solutionprocedure.

B. Correct. Malfunctions (Incidents) are reported through Incident Management.Incident Management tries to resolve the malfunctions as soon as possible.


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C. Incorrect. It is only after it has become clear that one or more malfunctions have astructural cause that is, there is a Problem involved that Problem Management

tries to revolve the Problem.

D. Incorrect . Service Level Management does not resolve malfunctions. This processrecords the arrangements made about service levels in a Service Level Agreement

(SLA).

34 of 40

A. Incorrect. Demand Management is the adjustment of customer demand to capacityB. Correct.C. Incorrect. Application Sizing is the specification of the hardware capacity required

to support new (or adapted) applications.D. Incorrect. Tuning involves the optimal fine-tuning of systems to the actual or

expected workload.

35 of 40

A. Incorrect. Configuration Management links the specification of the desiredconfidentiality, integrity and/or availability (classification) to a ConfigurationItem(CI).This classification is derived from the security requirements the Service

Level agreement (SLA).

B. Incorrect. The database manager does not draw up the requirements to be definedfor the database security level, but takes measures that guarantee the integrity of the

data in the database.

C. Correct . The user is the only party who can determine the importance ofinformation or information systems for the business processes. The security

requirements are recorded in a SLA

D. Incorrect. The service Desk does not provide any input in order to determine whichrequirements are specified for security.

36 of 40

A. Correct. Control and management of the distribution of releases are theresponsibility of Change Management.


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B. Incorrect. Configuration Management does not manage the distribution of releasesIt is, however in providing Configuration Item information and in modifying that

information as a result of the distribution.

C. Incorrect .Release Management does not manage the distribution of releases, but itdoes provide content-related information about releases and the schedule.

D. Incorrect. Service Level Management does not manage the distribution of releases,but it does provide the user with reports on releases.


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37 of 40

A. Incorrect. Availability Management provides data about the requisite availability ofcomponents in the IT infrastructure and their mutual dependency. This data is usedfor the analysis of threats and dependencies in the IT Service Continuity

Management process.

B. Correct. IT Service Continuity Management analyses the threats and dependenciesand determines the relevant countermeasures.

C. Incorrect. Problem Management investigates the IT infrastructure in order to detectthe causes of (potential) malfunctions in the provision of services. However,

external threats are not considered to be malfunctions or errors in the ITinfrastructure.

D. Incorrect. Service Level Management is responsible for the transparency of theobligations assumed for the IT Services.

38 of 40

A. Incorrect . The task of Availability Management is to manage the availability of theIT Services.

B. Correct. The task of Capacity Management is to plan the expected purchase of theIT Services.

C. Incorrect . The task of Configuration Management is to register and monitor thecurrent information on the IT infrastructure.

D. Incorrect . The task of Service Level Management is to make agreements about ITServices.

39 of 40

A. Incorrect. The task of Availability Management is to manage the availability of theIT Services.

B. Incorrect . The task of Capacity Management is to plan the expected purchase of theIT Services.

C. Correct.D. Incorrect . The task of Service Level Management is to make agreements about IT

Services.

40 of 40

A. Correct.B. Incorrect. IT Service Management is mush broader than the ITIL method.


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C. Incorrect . IT Service Management focuses on IT services rather than on ITproducts.

D. Incorrect. IT Service Management restricts itself to people who are working or areinvolved in the specialised field .

The evaluation

Examination results

A Maximum of 40 points can be earned on an ITIL Foundation examination.

A score 0f 26 points or higher is considered a passing grade.

The following table relates the number of points earned to a grade.

Failed passednumber of number of

points earned grade points earned grade

0 11 1 26 29 612 15 2 30 32 7

16 18 3 33 36 8

19 22 4 37 39 923 25 5 40 10

Sample examinationThe table below shows the correct answers to the questions in this sample examination.

Number answer points number answer points1 D 1 21 A 1

2 A 1 22 D 13 C 1 23 D 1

4 D 1 24 D 1

5 A 1 25 D 16 A 1 26 B 1

7 D 1 27 B 1

8 D 1 28 B 19 A 1 29 B 1

10 A 1 30 B 1

11 B 1 31 B 1

12 A 1 32 A 113 B 1 33 B 1

14 A 1 34 B 1


31/31

31

15 C 1 35 C 116 D 1 36 A 1

17 A 1 37 B 1

18 D 1 38 B 119 B 1 39 C 1

20 C 1 40 A 1

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exame simulado oficial EXIN 2.0 - ingles