ITIL foundation exam questions and answers 2016

While a higher compensation remains one of the chief reasons in seeking a professional certification, candidates find themselves being unsure about treading the path to gaining a certification, as career growth is not fully evident at the beginning. When considering a professional certification, foresight is indispensable as it is advisable that professionals plan in advance on desirable outcomes in one’s career.

1. What are the different knowledge management systems?

A. Different knowledge management systems are:-

• CMIS (Capacity Management information system) – A Capacity Management Information System or CMIS is a compilation of IT infrastructure practice, capacity and performance data that is collected in a reliable mode and stored in one or more databases. It is a solitary book of record for all usage, capacity, and performance data, complete with associated business, application and service figures. Any IT staffer who needs access to capacity management data can effectively use a CMIS.

• AMIS (Availability management information system) – A virtual warehouse of all Availability Management data, usually stored in multiple physical locations.

• KEDB (Known error database) – A Known Error is a predicament that has a documented root cause and a Work around. Known Errors are managed throughout their lifecycle by the Problem Management procedure. The particulars of each Known Error are stored in a Known Error Record stored in the Known Error Database (KEDB).

• CMDB (Configuration management database)– A configuration management database (CMDB) is a database that contains all relevant information about the mechanism of the information system used in an firm’s IT services and the relationships between those elements.

A CMDB provides an organized view of data and a means of examining that data from any desired standpoint. inside this context, components of an information system are referred to as configuration items (CI). A CI can be any conceivable IT component, as well as software, hardware, documentation, and personnel as well as any blend of them. The processes of configuration management specify, manage, and trail configuration items and any changes made to them in a absolute and systematic fashion.

• DML (Definitive media library)– A Definitive Media Library (DML) is a secure complex in which the definitive, authorized versions of software package configuration items (CIs) are saved and protected. A DML consists of one or more software libraries or file-storage areas referenced to as repositories.

• SKMS (Service knowledge management system) – ITIL Knowledge Management aims at gathering, analyzing, storing and sharing knowledge and information inside a business. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to revive knowledge

2. What are the ITIL based models adapted by an organization.

• Microsoft MOF: Microsoft Operations Framework (MOF) is a sequence of 23 documents that guide IT professionals through the processes of constructing, applying and managing efficient and cost-effectual services.

• Hewlett – Packard (HP ITSM Reference Model):– This model is a significant tool useful in presenting and describing the several IT Management processes, inter-process relationships, and business linkages that IT needs to put in place for flourishing development, deployment and hold of services in the e-world.

• IBM (IT Process Model):– IBM Process and Service Models software is an industry model that enables you to define common business processes and services transversely the enterprise. The software consists of a set of best practice business process models and service definitions to bear core system renewal and integration projects.

3. What is the relation between Availability, Availability service time and off time?

Availability % = (Available service time –downtime) / Available service time

to ensure that all the IT services are available and are carrying out correctly whenever customers and users want to use them in the framework of the SLAs in force.

4. What is ISO/IEC 27002?

ISO/IEC 27002:2013 gives guidelines for executive information security standards and information security management practices as well as selection, implementation and management of controls, taking into consideration the organization’s information security risk environment(s).

It is designed to be used by business that intends to:

• Select controls inside the process of implementing an Information Security Management System based on ISO/IEC 27001;

• apply commonly accepted information security controls, and

• extend their independent information security management guidelines.

5. What is Plan-Do-Check-Act (PDSA) cycle?

The PDSA Cycle is a systematic series of steps for attaining valuable learning and knowledge for the continual development of a product or procedure. The four stages in the Plan-Do-Check-Act Cycle involve:

• Plan: recognizing and analyzing the problem.

• Do: Development and testing a possible solution.

• Check: Measuring how effectual the test solution was, and analyzing whether it could be enhanced in any way.

• Act: applying the enhanced solution fully.