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Itil Foundation Certificate In It Service Management (Exin) v1.0 158Q

By Donald Carter,2014-09-24 15:16
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Itil Foundation Certificate In It Service Management (Exin) v1.0 158Q

EXO-100

    ITIL Foundation Certificate in IT Service

    Management (EXIN)

    Edition 1.0

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    1. What does CMDB stand for & what is it used for?

    Configuration Maintenance Database, used for recording all maintenance on Configuration Items and their relationships to

    other items.

     Continuity Management Database, used to record all details pertaining to IT Service Continuity Management

     Configuration Management Database, used to records all information relating to Configuration Items and their relationships to

    other items.

     Continuity Maintenance Database, used to record all information relating to IT Service Continuity Maintenance, including

    preventative maintenance.

    Answer : C

    Explanation : The Configuration Management Database is a data store where all information relating to Configuration Items (CI's) is recorded including their relationship to other CI's.

    2. Some of the key benefits of providing a well established Service Desk include: 1 Improved Customer Satisfaction

    2 Less likelihood of changes failing

    3 The provision of more accurate information for Management

    4 A single point of contact for customers

    5 More efficient usage of support resources

     1, 2 & 3

     1, 3, 4 & 5

     1, 4 & 5

     All are benefits a Service Desk will provide

     None are benefits that a Service Desk will provide

Answer : B

    Explanation : A Service Desk brings many benefits to an organisation. Key to these is increased customer satisfaction & perception.

    Customers benefit from a single point of contact which prevents the need to chase organisation teams for updates or resolutions etc.

    A service desk will be able to produce more accurate information for management, and ensure that support resources are more productively used. Successful implementation of changes is not a benefit determined by the Service Desk function.

    3. True or False: Infrastructure Monitoring will provide support teams with alerts directly allowing for faster resolution. Such alerts do not need to be recorded in the Incident Management tool as there is little added value in this. Typically the incident will be resolved automatically before the customer recognises it.

     True

     False

    Answer : False

    Explanation : False, it is good practice to automatically record the alert in the Incident Management tool and assign this directly to the

    support team concerned. This allows for better KPI reporting and for adherence to escalation procedures if the support team do not

    respond in the agreed service level required.

    4. Of the below statements which is the best definition of Service Management

     Managing service & support to ensure customer expectations are managed and met or exceeded.

     Creation of best practice processes that are repeatable and ensure all staff have a common understanding of terms to be

    used.

     Proper use of People, Process and Technology ensuring that IT Service Delivery fulfils business requirements in an efficient

    and effective manner.

    Answer : C

    Explanation : People, Processes & Technology are at the heart of IT Service Management, therefore C is the most appropriate answer.

    5. In terms of Geography, what are the 3 classifications of Service Desk type ?

     Localised, Centralised, Outsourced

     Centralised, Outsourced, Expert

     Localised, Centralised, Expert

     Localised, Centralised, Virtual

    Answer : D

    Explanation : Be sure to read the questions & answers carefully. Outsourced is not a suggested geographic Service Desk model. Expert refers to a technical model, and not geographic.

    6. With regard to the relationship between the Incident Management process & the Problem Management process, validate the below statement. "A Problem can exist without a corresponding Incident"

     True

     False

    Answer : True

    Explanation : True, a Problem can exist without any corresponding Incident. Proactive Problem Management activities such as Trend

    Analysis may result in the identification of a Problem.

    7. Error Control is a responsibility of what Service Management discipline ?

     Incident Management

     Problem Management

     Configuration Management

     Release Management

     Change Management

    Answer : B

    Explanation : Error Control is a key responsibility of Problem Management. A Problem record may lead to an Known Error & possible

    work around. An RFC may be raised at some stage to provide a permanent resolution for this Known Error.

    8. Security Management evolved from which of the following processes ?

     IT Service Continuity Management

    Availability Management

    Capacity Management

     Configuration Management

    Answer : B

    Explanation : Only recently has Security Management been defined as its own discipline within the ITIL framework. Availability Management has close identifiable relations with Security Management. The Security key concerns of Confidentiality, Integrity &

    Availability (CIA) of data indicate this close relationship (i.e.. Availability).

    9. True or False: Information about Software in use at your organisation does not need to be stored in the CMDB if you have a DSL set-up. The DSL will serve as the repository for all software details.

     True

     False

    Answer : B

    Explanation : A DSL is a central logical store for all versions of software and their corresponding license & documentation. The

    information pertaining to the Software as a Configuration Item will still be stored in the CMDB as well as the relationship between

    this CI and any other CI's. The 2 stores are complimentary not mutually exclusive.

    10. In general a process consists of Inputs, Process Steps (enabled by resources and controlled by some

    process controls) and Outputs.

     I agree with this statement

     I disagree with this statement

    Answer : A

    Explanation : Typically any process will require Inputs which will be transformed via some Process Steps (controlled by some means of Control, and enabled by resources). These then facilitate the required Outputs. Using this simplistic model provides a

    logical reference point to assist in your certification study.

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    11. An RFC is an output of which process ?

     Incident Management

     Problem Management

     Change Management

     Configuration Management

    Answer : B

    Explanation : A RFC is an output of the Problem Management processes. Error Control activities focus on resolving Known Errors via the Change Management Process.

    12. Financial Management for IT Services outlines which of the following major cost types ?

     Hardware

     Software

     Accommodation

     People

     External Service

Answer : ABCDE

    Explanation : The major cost types outlined under Financial Management for IT Services include Hardware, Software, Transfer, Accommodation, People, External Service.

    13. You have just been employed as the Service Desk Manager within a medium sized organisation. One of your first tasks is to implement a formal Service Desk which will act as a single point of contact for the user community. When staffing the Service Desk you should employ only those individuals who demonstrate a very good level of technical expertise. While Customer Service skills (Soft Skills) are good they are not so important because these can be learned on the job.

     I agree with this statement if we are setting up a Expert Level Service Desk

     I agree with this statement if we are setting up a Virtual Service Desk

     I agree with this statement if we are setting up a Centralised Service Desk

     I disagree with this statement

    Answer: D

    Explanation : When staffing your Service Desk you would employ very technically competent staff if you wanted to create an Expert Level Service Desk. However Soft Skills are very important to any Service Desk. As the single point of contact the Service

    Desk is the "window to IT" therefore the window of perception. Knowledge can be learned fairly readily, Skill is harder to improve

    but can be done with some effort, however Attitude is very difficult to change.

14. An Operational Level Agreementis best defined as:

     An agreement between internal support groups that ensures the SLA targets between the Customer and the provider can be

    realised in practice.

     An agreement between the Customer & Operations department documenting the Service Levels requested

     An agreement held between an organisation and an external organisation facilitating the SLA held internally.

     An agreement between the Customer & Provider outlining the Service Levels agreed upon for a particular Service. Answer : A

    Explanations : An agreement between internal support groups that ensures the SLA targets between the Customer and the provider can be realised in practice. An OLA most commonly defines the relationship between the Service Desk & Internal Support

    groups.

15. Known Errorrecords are stored where:

    Problem Management System

    Incident Management System

    Configuration Management Database

    Change Management System

Answer : C

    Explanation : All Known Error records should be stored in the CMDB and referenced to a CI or multiple CI's. This provides for better reporting and allows for easy review by Support Staff (e.g.. A Service Desk team member may use this information to provide work around details for a particular problem on a certain CI or set of CI's).

16. If the objectives associated with an organisations _________________ are not achieved,

    the organisation will fail.

    strategic vision

     tactical mission

     critical success factors

     asset management

    Answer : C

    Explanation : An organisations critical success factors (CSF's) are the key factors for its continued survival. It the organisation fails in any of these factors it will fail.

17. Only the Configuration Manager should update the CMDB when any changes are

    made to CI's.

    True

    False

    Answer : B

    Explanation : False: The CMDB will be updated by whoever is defined within the Configuration Management process as being able to update it. The Configuration Manager is responsible for ensuring that the CMDB is being maintained correctly.

    18. ITIL define 3 different types of Release. These include:

     Complete, Medium, Small

     Package, Medium, Full

     Medium, Package, Complete

     Delta, Full, Package

    Answer : D

    Explanation : ITIL define 3 different types of Release. These are FULL (all components of the Release are built, tested, distributed & implemented together), DELTA (only the CI's impacted by the release are changed), PACKAGE (Individual Releases, either Full or

    Delta, are group together to form a package).

    19. What is the difference between a Release Plan & a Roll Out plan? Chose the best answer.

     A Release Plan details the physical distribution and deployment of the Release into the Live Environment where as the Roll

    Out plan details the resources & responsibilities involved in a Release as well as the scheduling of that Release.

     A Roll Out Plan details the physical distribution and deployment of the Release into the Live Environment where as the

    Release plan details the resources & responsibilities involved in a Release as well as the scheduling of that Release.

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     A Release Plan details the coordinated steps to be followed on the go-live day to implement the release into production,

    where as the Roll Out Plan details the dates that all releases will be rolled out into production. Answer : B

    Explanation : As the names suggest the Release Plan is a plan for the release/s to be made and identifies the resources & their

    respective responsibilities. A schedule of Release is include in the Release Plan. A Roll Out Plan is the final plan to define the ctual

    steps require to move the Release into production.

    20. As the new Change Manager you are creating a Campaign Awareness presentation for the Change Management process to increase the "buy-in" of the Support Staff. One of the first items to outline is the Goal of Change Management. What is the best statement concerning this ?

     The Goal of Change Management is to reduce the cost of introducing new systems into the organisation.

     The Goal of the Change Management process is to ensure that standardized methods & procedures are used for efficient and

    prompt handling of all Changes

     The Goal of Change Management is to provide a forum for people to discuss the requested RFC and then implement the

    Changes.

    Answer : B

    Explanation ; The Goal of Change Management can be broken down into 2 parts. 1) To provide a standardised process for handling Changes promptly & efficiently. 2) Minimise the impact of Change related incidents upon the Service/s concerned

    21. You colleague is a Service Desk Manager in a fairly large organisation. He has asked you to assist him in documenting the goal of the Incident Management Process. Chose the best statement.

     The primary goal of the Incident Management process is to restore normal service as quickly as possible following loss of

    service.

     The primary goal of the Incident Management process is to minimize the adverse impact of Incidents and Problems on the

    business that are caused by errors within the IT Infrastructure

     The primary goal of the Incident Management process is to ensure that standardized methods and procedures are used for

    efficient and prompt handling of all Incidents

    Answer : A

    Explanation : The primary goal of the Incident Management process is to restore normal service as quickly as possible following

    loss of service. This will minimize the adverse impact on business operations & therefore provide the best possible service for the

    Business. You will note that there is a conflict between the Incident Management process & the Problem Management process in that one focuses on restoring service as quickly as possible (Incident Mgt) while the other tries to find a permanent correction for the

    fault, regardless of immediate impact (Problem Management).

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    .

    22. With regards to Quality, what are the 4 steps of a continuous Improvement Quality Life Cycle. Hint: This method was devised by Walter Shewhart & his assistant W. Edwards Deming.

     DO, ACT, PLAN, CHECK

     PLAN, CHECK, ACT, DO

     PLAN, DO, MANAGE, CHECK

     CHECK, PLAN, ACT, DO

     PLAN, DO, CHECK , ACT

    Answer : E

    Explanation : PLAN -DO - CHECK - ACT: This relatively simple stepped approach to Continuous Improvement provides for a never-ending approach toward process improvement.

    23. Costs which are apportioned across all or a number of Customer groups are known as:

     Direct Costs

     Variable Costs

     Fixed Costs

     Indirect Costs

    Answer : D

    Explaantion : Indirect Costs are apportioned across partial or all of the Customers as they cannot be directly attributable to a single Customer (Direct Costs)

    24. Budget, Charging & IT Accounting are all processes associated with which IT Service Management

    discipline ?

     IT Service Continuity Management

     Service Level Management

     Financial Management for IT Services

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