New AJAX Technology and ITIL Practice Exams

One of the primary features that sets the ITIL Prime exam prep service apart from its competitors is the exam simulator offered on the site. For nearly all of the sites we found which offered ITIL practice exams, there was a general flaw with the way the actual exam simulator operated once the user signed up.


Many of the exam simulators we saw required a software download, which made us suspicious that some type of adware would be unknowingly installed on our computer. Other sites would present the entire ITIL exam in a single browser window, which is not really representative of the true life ITIL Foundation exam experience. And still others would simply offer a massive PDF file with a digital download of ITIL practice questions; which sort of negates the whole ITIL exam preparation experience.


So, being the self-proclaimed (ahem) resourceful techies that we are, we set about to develop a completely new ITIL exam simulator from the ground up. Since everyone on our team had sat for the ITIL Foundation exam at a major testing center, we knew exactly what types of functions the real life ITIL exam provided for its users. Primarily, the

ITIL Foundation exam environment allows for:


* Back and forth navigation between ITIL Foundation exam questions
* Marking of ITIL exam questions for further review before grading
* A live timer, indicating how long until the ITIL exam would be automatically submitted
* The ability to navigate back to any ITIL question (marked or otherwise) prior to completing the exam


Once we began the initial specification for ITIL Prime's exam simulator, we began to hit a wall. How could we reproduce these standardized exam features without forcing a software download by the user? Enter AJAX!


AJAX is a web technology that works with nearly all modern day browsers, and allows web content to load without a browser refresh. What this means, is that we would be able to control on-screen content (in this case, ITIL Foundation exam questions) without the need to reload your browser every time a new question gets pulled from the ITIL Prime database. After a month of prototyping the new ITIL practice exams with our hip new AJAX components, we were very happy with the results. Add some tweaks here, some optimizations there, and what you have now is one of the only exam simulators on the web which work without any plugins or additional software! Thanks to everyone for the positive feedback regarding the ITIL practice exam simulator, as well as the suggestions on new ways we can improve the overall experience; we'll be sure to keep everyone updated as new features are added.

ITIL Exam Questions

ITIL Exam Questions Follow:

1) Which of the following would NOT normally be regarded as one of the major input cost elements of an IT cost model?

i)Accommodation

ii)Software

iii)Managed Service

iv)Transfer

2) Company 's ' recently had its UPS upgraded. The users are now complaining of slow responses and have heard that this is due to problems with the network capacity. Who should they contact for assistance?

a. Network Management

b. Service Desk

c. Capacity Management

d. Problem Management

3) A good IT Continuity Plan should cover

I. Alternative premises

II. Staff accommodation

III.Transport options

IV. User communications

a. I

b. I, II

c. I and IV

d. All the above

4) The following activities are involved in implementing a Service Management function:

I. Tool selection

II. Tool specification

III. Process design

IV. Functional requirements analysis

In which order should the above activities by taken?

a. IV

b. IV, III, II, I

c. II, I, IV, III

d. II, I, III, IV

5) The process to implement SLAs comprises the following activities in sequence:

a. Draft SLAs, catalog services, review underpinning contracts and OLAs, draft SLRs, negotiate, agree SLAs

b. Draft SLAs, review underpinning contracts and OLAs, negotiate, catalog services, agree SLAs

c. Review underpinning contracts and OLAs, draft SLAs, catalog services, negotiate, agree SLAs

d. Catalog services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs

6) Which of the following statements is FALSE?

a. Package releases may contain full and delta release.

b. A full release may contain package and delta releases.

c. A full release may contain packagea and delta release.

d. A package release may contain full and delta releases.

7) Which of these best describes the purpose of Capacity Management?

a. To reduce costs and performance levels to a minimum.

b. To ensure that there is always sufficient capacity available to meet all customer demands.

c. To ensure that business demands are affordable and achievable.

d. To provide cost-effective IT capacity to meet agreed service levels.

8) Consider the following:

I. Incident diagnostic scripts

II. A knowledgebase of previously recorded incidents

III. A CMDB covering the infrastructure supported

IV. A Forward Schedule of Change

Which of the above should be available to the Steering Committee?

a. I & II

b. All

c. III & IV

d. I, II, & III

9) The Front Desk can act as the focal point for:

I. Receiving Incidents & Service Requests from users

II. Recording Change Requests from users

III. Handling complaints and queries

a. I

b. II

c. I & III

d. All

10) Which of these is NOT a recognized Service Desk structure?

a. Remedial Service Desk

b. Virtual Service Desk

c. Local Service Desk

d. Central Service Desk

11) The wording of SLAs and OLAs should be:

a. Technically focused so that they may be understood by IT professionals

b. A mixture of business, technical, and legal language, so that they can be understood by everyone

c. Clear and concise, leaving no room for ambiguity

d. Legally worded as they must be contractually binding

12) Consider the following list:

I. Modeling II. Risk Analysis III. Application Sizing IV. DSL Maintenance

Which two from the above list are among the main responsibilities of Capacity Management?

a. I & II

b. III & IV

c. II & IV

d. I & III

13) At what point does an Incident turn into a Problem?

a. When it is urgent

b. When it is a Major Incident

c. If the person reporting the Incident is very senior

d. Never

14) Does Management depend entirely on having a mature Incident Management process in place?

a. Yes. Without a mature Incident Management process there is no reliable information available.

b. No. The quality of Incident Management information is of little importance to proactive Problem Management.

c. No. Progress can still be made on solving long-standing Problems.

d. Yes. Trend analysis cannot be undertaken without a lot of accurate Incident Management information.

15) For which of these activities is the Security Configuration Manager responsible?

a. Establishing the root cause of a Capacity Incident that has lead to an RFC being raised.

b. Devising the back-out plan for a significant change.

c. Chairing the CAB.

d. Ensuring a release has reached the target CIs.

e. Who gves a F^&*

16) Which of these statements is true when deciding on the initial scope and depth of the information to be held in the CMDB?

a. You should try to capture as much information as possible about all types of CIs.

b. You should not collect detailed information about CIs that are not under Change Control.

c. You shouldn't worry too much about Change Control. The main objective is to get the database loaded.

d. You should try to satisfy all the wishes of the IT staff.

17) There are strong links between Service Level Management and:

I. Incident Management II. Availability Management III. Configuration Management IV. IT Service Continuity Management

a. I, III, & IV

b. II & IV

c. II, III, & IV

d. None

18) Within a Circuit Board, which relationships are most likely to exist between Incidents and Problems?

I. One Problem to one Problem

II. One Event to many Problems

III. Many Log to one Problem

a. I & II

b. II & III

c. I & III

d. All

19) Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?

a. The number of Queries raised

b. The number of Known Incidents identified

c. The number of Files correctly categorized

d. The number of RFPs raised

20) Which of the following best describes the goal of Service Level Management?

a. To maintain and improve IT service quality in line with business requirements.

b. To provide IT services at the lowest possible cost by forging agreements with Customers establishing minimum requirements for service availability and ensuring performance does not exceed those targets.

c. To provide the highest possible level of service to Customers and continuously improve on this by ensuring all services operate at maximum availability.

d. To ensure that IT delivers the same standard of service at the least cost.

21) Which of the following is a DIRECT benefit of having a Service Desk?

a. Customer Service Level Requirements are established

b. Technical support staff are less likely to be interrupted to deal with user calls

c. Changes taking place are properly coordinated

d. All the information in the CMDB is kept up-to-date

22) The scope of a release can best be described by:

a. The RFCs that it satisfies.

b. The number of updates to the DHS.

c. Service Level metrics.

d. The DSL configuration.

23) An "unabsorbed" cost is best described as:

a. A capital cost.

b. A type of charging policy.

c. An uplift to allocated costs.

d. A revenue stream.

24) Which one of the following statements is TRUE?

a. Direct costs can be allocated to a single customer, service, or activity.

b. Depreciation is used to calculate how maintenance can be offset against tax.

c. Staff costs are capital costs because of their high value.

d. Cost centers are used to measure ROCE (Return on Capital Employed)

25) Which of the following is NOT a major cause of failure when trying to implement a CMDB:

a. lack of management commitment

b. cost of implementation

c. data collection

d. selection of a suitable CM tool

26) Availability management covers:

I. reliability

II. mean time between failures

III. maintaining data integrity

IV. vendor commitments

a. I

b. I and II

c. I and IV

d. All

27) Which of the following represents the four stages of the Demming cycle in the correct order.

a. Check, Plan, Do, Act

b. Act, Plan, Do, Check

c. Plan, Do, Check, Act

d. Act, Check, Do, Plan