sample exam ITMP.EN IT Management Principles (ITMP.EN) edition 2010 content introduction 3 exam 4 answer key 9 evaluation 16

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1 sample exam ITMP.EN IT Management Principles (ITMP.EN) edition 2010 content introduction 3 exam 4 answer key 9 evaluation 16 EXIN International B.V. Examination Institute for Information Science Janssoenborch, Hoog Catharijne Godebaldkwartier 365, 3511 DT Utrecht P.O. Box 19147, 3501 DC Utrecht The Netherlands Telephone Fax Internet

2 EXIN International B.V. Examination Institute for Information Science Janssoenborch, Hoog Catharijne Godebaldkwartier 365, 3511 DT Utrecht BP 19147, 3501 DC Utrecht Pays-Bas Téléphone Fax Internet CMMI is a registered trade mark of Carnegie Mellon University. CobiT TM is a registered trade mark of the Information Systems Audit and Control Association (ISACA)/IT Governance Institute (ITGI). ITIL is a registered trade mark of the Office of Government Commerce in the United Kingdom and other countries. PMBOK is a registered trade mark of the Project Management Institute, Inc. which is registered in the United States and other nations. PRINCE2 is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries. Six Sigma is a registered trade mark and service mark of Motorola, Inc. The EFQM Excellence Model is a registered trademark of EFQM. Val IT is a registered trade mark of the IT Governance Institute. EXIN, VB_ITMP.EN 2/16

3 Introduction This is the sample exam IT Management Principles (ITMP). This sample exam consists of 20 multiple-choice questions. Each multiple-choice question has a number of possible answers, of which only one is the correct answer. The maximum number of points that can be obtained for this exam is 20. Each correct answer is worth one point. If you obtain 13 points or more you will pass. The time allowed for this exam is 30 minutes. No rights may be derived from this information. Good luck! EXIN, VB_ITMP.EN 3/16

4 Exam 1 of 20 To which domain can ITIL and ISO be applied? A. Activity management B. IT component management C. IT governance D. IT service management 2 of 20 What is a product? A. A way to create value B. Merchandise C. The result of activities or processes 3 of 20 Which framework advises to take care of the following? 1- Make sure the IT objectives and the business objectives are aligned 2- Control the effective implementation of joined decisions A. CobiT B. escm C. ITIL D. VALIT 4 of 20 What is an important advantage of ISO 20000? A. All staff in the organization can be certified against this internationally acknowledged standard. B. IT managers in the organization can be certified against this internationally acknowledged standard. C. Project managers in the organization can be certified against this internationally acknowledged standard. D. The organization can be certified against this internationally acknowledged standard. EXIN, VB_ITMP.EN 4/16

5 5 of 20 What are important management principles in ISO 20000? A. CEO responsibility, project control, risk management B. Employee responsibility, process control, IT management C. Line manager s responsibility, program control, knowledge management D. Top management responsibility, document control, competencies management 6 of 20 What is an important advantage of ISO accreditation? A. To show compliance to legislation and regulations B. To show control of suppliers C. To show customer orientation D. To show financial liability 7 of 20 Which method covers the following areas: value governance, portfolio management and investment governance? A. ISO B. ISO 9001 C. ITIL D. Val IT 8 of 20 What is an advantage of a gradual process deployment? A. It allows to focus on critical processes B. It allows to spread the costs C. None, it would be a loss of time 9 of 20 How should management be organized to facilitate continual improvement? A. Change management should be implemented complementing hierarchical line management B. Process management should be implemented, complementing hierarchical line management C. Project management should be implemented complementing hierarchical line management D. Quality management should be implemented complementing hierarchical line management EXIN, VB_ITMP.EN 5/16

6 10 of 20 For which IT processes is EFQM the most suitable framework? A. Operations management and risks control B. Purchasing and logistic management C. Result management and people management 11 of 20 What is the scope of PMBOK? A. All major changes in an organization B. Any activity in project mode C. Human resource management D. IT implementation projects 12 of 20 A series of processes, components and techniques suitable for all kinds and all sizes of projects. Which framework does this refer to? A. CMMI B. CobiT C. ITIL D. PRINCE2 13 of 20 Which model is the most suitable for sourcing? A. escm B. ISO C. ITIL D. PRINCE2 14 of 20 What should be a guide in defining services, products and service levels? A. Customer satisfaction B. Expenses C. Management EXIN, VB_ITMP.EN 6/16

7 15 of 20 Where does the P in the PDCA cycle stand for? A. Plan B. Procedure C. Process D. Project 16 of 20 How can we provide the expected value to customers at limited risks? A. By fully controlling IT B. By limiting the number of users C. By using a process D. By using a service 17 of 20 What important activity takes place in the first domain: managing the integration of a project, according to PMBOK? A. Creating a team for the project B. Defining the scope of the project C. Distributing information about the project D. Estimating the costs of the project 18 of 20 What can be certified against ISO 9001? A. The management system B. The organization s employees C. The projects 19 of 20 How will process management help to manage the risks? A. Assessing and controlling risks will be a key element in defining the requirements for the processes. B. The process owner will control the risks. C. The risk manager will control the processes. D. When designing the processes a risk analysis is not necessary anymore. EXIN, VB_ITMP.EN 7/16

8 20 of 20 What is the main aspect of IT service management which distinguishes ITIL V3 from ITIL V2? A. In ITIL V3 IT service management is organized in processes B. In ITIL V3 owners are appointed for every single process C. In ITIL V3 the cycle of continual improvement is central D. In ITIL V3 the incident management process has the most important role EXIN, VB_ITMP.EN 8/16

9 Answer key 1 of 20 To which domain can ITIL and ISO be applied? A. Activity management B. IT component management C. IT governance D. IT service management A. Incorrect. ITIL and ISO are applied in the IT service management domain. B. Incorrect. ITIL and ISO are applied in the IT service management domain. C. Incorrect. ITIL and ISO are applied in the IT service management domain. D. Correct. ITIL and ISO are applied in the IT service management domain. 2 of 20 What is a product? A. A way to create value B. Merchandise C. The result of activities or processes A. Incorrect. This is the definition of «service». B. Incorrect. A product is the result of activities or processes. C. Correct. A product is the result of activities or processes. 3 of 20 Which framework advises to take care of the following? 1- Make sure the IT objectives and the business objectives are aligned 2- Control the effective implementation of joined decisions A. CobiT B. escm C. ITIL D. VALIT A. Correct. CobiT advises to handle those elements. B. Incorrect. CobiT advises to handle those elements. C. Incorrect. CobiT advises to handle those elements. D. Incorrect. CobiT advises to handle those elements. EXIN, VB_ITMP.EN 9/16

10 4 of 20 What is an important advantage of ISO 20000? A. All staff in the organization can be certified against this internationally acknowledged standard. B. IT managers in the organization can be certified against this internationally acknowledged standard. C. Project managers in the organization can be certified against this internationally acknowledged standard. D. The organization can be certified against this internationally acknowledged standard. A. Incorrect. ISO is a certification of organizations not persons. B. Incorrect. ISO is a certification of organizations not persons. C. Incorrect. ISO is a certification of organizations not persons. D. Correct. The organization can profile itself with this certification. 5 of 20 What are important management principles in ISO 20000? A. CEO responsibility, project control, risk management B. Employee responsibility, process control, IT management C. Line manager s responsibility, program control, knowledge management D. Top management responsibility, document control, competencies management A. Incorrect. Top management is responsible. B. Incorrect. Top management is responsible. C. Incorrect. Top management is responsible. D. Correct. Top management responsibility safeguards buy-in and support from the highest management level in the organization. Documents shall be controlled. People shall be trained and aware of how they contribute to the goals of the organization. 6 of 20 What is an important advantage of ISO accreditation? A. To show compliance to legislation and regulations B. To show control of suppliers C. To show customer orientation D. To show financial liability A. Correct. ISO assesses compliance to legislation and regulations. B. Incorrect. This is not specific for ISO C. Incorrect. This is not specific for ISO D. Incorrect. This is not specific for ISO EXIN, VB_ITMP.EN 10/16

11 7 of 20 Which method covers the following areas: value governance, portfolio management and investment governance? A. ISO B. ISO 9001 C. ITIL D. Val IT A. Incorrect. Val IT covers those areas. B. Incorrect. Val IT covers those areas. C. Incorrect. Val IT covers those areas. D. Correct. Val IT covers those areas. 8 of 20 What is an advantage of a gradual process deployment? A. It allows to focus on critical processes B. It allows to spread the costs C. None, it would be a loss of time A. Correct. It allows to focus on critical processes. B. Incorrect. It allows to focus on critical processes. C. Incorrect. It allows to focus on critical processes. 9 of 20 How should management be organized to facilitate continual improvement? A. Change management should be implemented, complementing hierarchical line management B. Process management should be implemented, complementing hierarchical line management C. Project management should be implemented, complementing hierarchical line management D. Quality management should be implemented, complementing hierarchical line management A. Incorrect. Change management is one of the processes. B. Correct. Process management and line management should work together. C. Incorrect. Project management is always temporary; it can be applied in improvement projects. D. Incorrect. Quality management is an overall task in the organization. Continual improvement is one of the subtasks. EXIN, VB_ITMP.EN 11/16

12 10 of 20 For which IT processes is EFQM the most suitable framework? A. Operations management and risks control B. Purchasing and logistic management C. Result management and people management A. Incorrect. EFQM is most suitable for result management and people management. B. Incorrect. EFQM is most suitable for result management and people management. C. Correct. EFQM is most suitable for result management and people management. 11 of 20 What is the scope of PMBOK? A. All major changes in an organization B. Any activity in project mode C. Human resource management D. IT implementation projects A. Incorrect. PMBOK is also for minor changes. B. Correct. PMBOK can be used for any activity in project mode C. Incorrect. PMBOK is not specifically for IT projects. D. Incorrect. PMBOK is not specifically for HRM projects. 12 of 20 A series of processes, components and techniques suitable for all kinds and all sizes of projects. Which framework does this refer to? A. CMMI B. CobiT C. ITIL D. PRINCE2 A. Incorrect. It refers to PRINCE2. B. Incorrect. It refers to PRINCE2. C. Incorrect. It refers to PRINCE2. D. Correct. It refers to PRINCE2. EXIN, VB_ITMP.EN 12/16

13 13 of 20 Which model is the most suitable for sourcing? A. escm B. ISO C. ITIL D. PRINCE2 A. Correct. escm is the most suitable for sourcing. B. Incorrect. escm is the most suitable for sourcing. C. Incorrect. escm is the most suitable for sourcing. D. Incorrect. escm is the most suitable for sourcing. 14 of 20 What should be a guide in defining services, products and service levels? A. Customer satisfaction B. Expenses C. Management A. Correct. It is customer satisfaction. B. Incorrect. Customer satisfaction should be a guide in defining services, products and service levels. C. Incorrect. Customer satisfaction should be a guide in defining services, products and service levels. 15 of 20 Where does the P in the PDCA cycle stand for? A. Plan B. Procedure C. Process D. Project A. Correct. The P stands for Plan. B. Incorrect. The P stands for Plan. C. Incorrect. The P stands for Plan. D. Incorrect. The P stands for Plan. EXIN, VB_ITMP.EN 13/16

14 16 of 20 How can we provide the expected value to customers at limited risks? A. By fully controlling IT B. By limiting the number of users C. By using a process D. By using a service A. Correct. The full control of IT helps to provide the expected value at limited risks. B. Incorrect. The full control of IT helps to provide the expected value at limited risks. C. Incorrect. The full control of IT helps to provide the expected value at limited risks. D. Incorrect. The full control of IT helps to provide the expected value at limited risks. 17 of 20 What important activity takes place in the first domain: managing the integration of a project, according to PMBOK? A. Creating a team for the project B. Defining the scope of the project C. Distributing information about the project D. Estimating the costs of the project A. Incorrect. This takes place in the domain of managing human resources. B. Correct. Defining the scope of the project is part of the integration of the project. C. Incorrect. This takes place in the domain of managing communication. D. Incorrect. This takes place in the domain of managing the costs. 18 of 20 What can be certified against ISO 9001? A. The management system B. The organization s employees C. The projects A. Correct. The management system can be certified against ISO B. Incorrect. The management system can be certified against ISO C. Incorrect. The management system can be certified against ISO EXIN, VB_ITMP.EN 14/16

15 19 of 20 How will process management help to manage the risks? A. Assessing and controlling risks will be a key element in defining the requirements for the processes B. The process owner will control the risks C. The risk manager will control the processes D. When designing the processes a risk analysis is not necessary anymore. A. Correct. The risk manager and the process owner can work together here. B. Incorrect. The risk manager and the process owner will work together here. C. Incorrect. The risk manager and the process owner will work together here. D. Incorrect. Assessing risks is necessary when designing the processes. 20 of 20 What is the main aspect of IT service management which distinguishes ITIL V3 from ITIL V2? A. In ITIL V3 IT service management is organized in processes B. In ITIL V3 owners are appointed for every single process C. In ITIL V3 the cycle of continual improvement is central D. In ITIL V3 the incident management process has the most important role A. Incorrect. This is not specific for ITIL V3. B. Incorrect. This is not specific for ITIL V3. C. Correct. The cycle of continual improvement has a central place in ITIL V3. D. Incorrect. Incident management doesn t have a more important role than other processes. EXIN, VB_ITMP.EN 15/16

16 Evaluation The table below shows the correct answers to the questions in this sample examination. number answer points 1 D 1 2 C 1 3 A 1 4 D 1 5 D 1 6 A 1 7 D 1 8 A 1 9 B 1 10 C 1 11 B 1 12 D 1 13 A 1 14 A 1 15 A 1 16 A 1 17 B 1 18 A 1 19 A 1 20 C 1 EXIN, VB_ITMP.EN 16/16

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