The ITIL v.3. Foundation Examination SAMPLE EXAM QUESTIONS 1. Incident Management has a value to the business by?

a) Helping to control infrastructure cost of adding new technology b) Enabling users to resolve Problems ~ Helping to align people and process for the delivery of service ~JContributing to the reduction of impact 2. The main objective of Availability Management is? a) To monitor and report availability of services and components b) To ensure that all targets in Service Level Agreements (SLAs) are met c) To guarantee availability levels for services and components ensure that service availability matches or exceeds the agreed needs of the business 3. What is the RACI model used for? ~pybocumenting the roles and relationships of stakeholders in a process or activity b) Defining requirements for a new service or process c) Analysing the business impact of an incident d) Creating a balanced scorecard showing the overall status of Service Management 4. Which of the following statements is CORRECT? 1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity a) All of the above b) 1 only ~42 only d) None of the above 5. Which of the following statements about Supplier Management is INCORRECT? services b) Supplier Management ensures that suppliers meet business expectations ~Supplier Management maintains information in a Supplier and Contract Database d) Supplier Management should be involved in all stagp of the service lifecycle, from. Strategy through Design and Transition to Operations and Improvement 6. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSl)? 1. Process Metrics 2. Supplier Metrics 3. Service Metrics 4. Technology Metrics 5. Business Metrics a)1,2and3 b)2,4and5 1,3and4 d)1,2and4 7. Which of the following BEST describes a Local Service Desk structure? a) A Service Desk that also provides onsite technical support to its users b) A Service Desk where analysts only speak one language Service Desk that is situated in the same location as the users it serves d) A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location 8. Which of the following is NOT an example of a Service Request?

~ SupplierManagement negotiates internal and external agreements to support the delivery of

a)A user calls the Service Desk to order a toner cartridge user calls the Service Desk because they would like to change the functionality of an application c) A Manager submits a request for a new employee to be given access to an application d) A user logs onto an internal web site to download a licensed copy of software from a list of approved options 9. What does the Service V model represent? a) A strategy for the successful completion of all Service Management projects b) The path to Service Delivery and Service Support for efficient and effective utilization of resources ~Levels of Configuration and testing required to deliver a Service Capability d) The business perspective as perceived by the customer and the user of services 10. The priority of an Incident refers to? ~The b) The c) The d) The relative importance of the Incident based on impact and urgency speed with which the Incident needs to be resolved number of staff that will be assigned to work on the Incident so that it is resolved in time escalation path that will be followed to ensure resolution of the Incident

11. Which of the following statements is CORRECT for all processes? a) They define activities, roles, responsibilities, functions and metrics ~They create value for stakeholders c) They are carried out by a Service Provider in support of a Customer d) They are units of organisations responsible for specific outcomes 12. What are Service Acceptance{Criteria used for? a) Ensure the design stage of the Lifecycle ~)Ensure that a service can be delivered and supported c) To measure KPIs d) as a basis for charging 13. The following options are considered within which process? Big bang vs Phased Push and Pull Automated vs Manual a) Incident Management \EfRelease and Deployment Management c) Service Asset and Configuration Management d) Service Catalogue Management 14. Business drivers and requirements for a new service should be considered during? a) Review of the router operating system patches ~brReview of the current capabilities of IT service delivery c) The Post Implementation Review (PIR) of a change d) Decommissioning legacy servers

15. Which of the following statements are CORRECT about Functions? 1. They provide structure and stability to organizations 2. They are self-contained units with their own capabilities and resources 3. They rely on processes for cross-functional coordination and control 4. They are costlier to implement compared to processes ~j~yi ,2 and 3 only b) 1,2 and 4 only c) All of the above d) None of the above 16. The BEST definition of an event is? a) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted ~An occurrence that is significant for the management of the IT Infrastructure or delivery of services c) A known system defect that generates multiple incident reports d) A planned meeting of customers and IT staff to announce a new service or improvement programme 17. Technical Management is NOT responsible for? a) Maintenance of the technical Infrastructure b) Documenting and maintaining the technical skills required to manage and support the IT Infrastructure ~a(Defining the Operational Level Agreements for the technical teams d) Diagnosis of, and recovery from, technical failures 18. For which of the following activities is Service Level Management responsible? a) Design the configuration management system from a business perspective b) Create technology metrics to align with customer needs ~Create a customer facing service catalogue d) Train service desk on how to deal with customer complaints about service 19. The four stages of the Deming Cycle are? a) Plan, b) Plan, c) Plan, ~i7Plan, Measure, Monitor, Report Check, Re-Act, Implement Do, Act, Audit Do, Check, Act

20. Which of the following is NOT an objective of Service Operation? ~Through testing, to ensure that services are designed to meet business needs b) To deliver and support IT Services c) To manage the technology used to deliver services d) To monitor the performance of technology and processes 21. When analysing an outcome for creation of value for customers, what attributes of the service should be considered? s%Objective, Metric, Desired outcome b) Business objectives, IT objectives, Process metrics c) Desired outcome, Supplier metrics, IT objectives d) People, Products, Technology

22. Consider the following CSI provides guidance on CSI provides guidance on CSI provides guidance on CSI provides guidance on

statements: how to improve process efficiency and effectiveness how to improve services the improvement of all phases of the service lifecycle the measurement of processes and services

Which of the above statements is CORRECT? a) 1 and 2 only b) 2 only c) 1,2 and 3 only s/All of the above 23. Which of the following is NOT one of the ITIL core publications? \a5Service Optimisation b) Service Transition c) Service Design d) Service Strategy 24. If an organisation is able to become more proactive in its ITSM processes, what is likely to happen to support costs? a) They b) They .~p~They d) They are are are are likely to increase gradually likely to increase dramatically likely to gradually reduce likely to reduce initially and then gradually return to the current level

25. Which of the following is a good use of a baseline? a) The desired end state of a project ~A marker or starting point for later comparison. c) The current desktop models in use d) The type of testing to be done for a release 26. What is the role of the Emergency Change Advisory Board (ECAB)? a) To assist the Change Manager in volatile business periods b) To assist the Change Manager in /5 To assist the Change Manager in should be approved d) To assist the Change Manager in unacceptable delays occur ensuring that no urgent changes are made during particularly implementing emergency changes evaluating emergency changes and to decide whether the change speeding up the emergency change process so that no

27. Which are the missing Service Operation processes from the following? Incident Management Problem Management Access Management
7 7
.~

Event Management and Request Fulfilment b) Event Management and Service Desk c) Facilities Management and Event Management d) Change Management and Service Level Management

28. The goal of Service Asset and Configuration Management is to?

~E5 Provide a logical model of the IT infrastructure,

a) Account for all the financial assets of the organisation correlating IT services and different IT components needed to deliver the services c) Build service models to justify ITIL implementations d) Implement ITIL across the organisation

29. Operations Control refers to? a) The managers of the Technical and Applications Management functions ~Overseeing the execution and monitoring of IT operational events and activities c) The tools used to monitor and display the status of the IT Infrastructure and Applications d) The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available 30. Which of the following statements is CORRECT about patterns of demand generated by the customers business? ~They are driven by patterns of business activity b) It is impossible to predict how they behave c) It is impossible to influence demand patterns d) They are driven by the delivery schedule generated by capacity management 31. Which of the following is a characteristic of every process? 1. 2. 3. 4. 5. a) It is measurable It is timely It delivers a specific result It responds to a specific event It delivers its primary results to a customer or stakeholder 1,2,3 and 4 only b) 1,2,4 and 5 only v41 3,4 and 5 only d) All of the above

32. A Service Level Package is best described as? ~A definite level of utility and warranty associated with a core service package b) A description of customer requirements used to negotiate a Service Level Agreement c) A description of the value that the customer wants and for which they are willing to pay d) A document showing the Service Levels achieved during an agreed reporting period 33. Which of the following BEST describes the purpose of Event Management? .%4The ability to detect events, make sense of them and determine the appropriate control action b) The ability to implement monitoring tools c) The ability to monitor and control the activities of technical staff d) The ability to report on the successful delivery of services by checking the uptime of infrastructure devices 34. Which is the correct sequence of events in the selection of a technology tool? a) Select Product, Requirements, Selection Criteria, Evaluate Product b) Selection Criteria, Requirements, Evaluate Product, Select Product c) Requirements, Selection Criteria, Select Product, Evaluate Product ~fRequirements, Selection Criteria, Evaluate Product, Select Product

35. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle? ,~~%Service Strategy b) Service Strategy and Continual Service Improvement c) Service Strategy, Service Transition and Service Operation d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement 36. A Service owner is responsible for which of the following? ~Recommending improvements b) Designing and documenting a Service c) Carrying out the Service Operations activities needed to support a Service d) Producing a balanced scorecard showing the overall status of all Services 37. Which of the following is NOT a step in the Continual Service Improvement (CSI) model? a) What is the vision? b) Did we get there? ~ there budget? d) Where are we now? 38. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?
~

b) c) d)

Define what you should measure, define what you can measure, gather data and process data Gather data, process data, analyze data and present data What is the vision, where are we now, what do we want to be, how do we get there? Gather data, process data, define what you should measure and define what you can measure

39. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware and Software design 2. Environmental design 3. Process design 4. Data design a) 1,3 and 4 only b) 1,2 and 3 only ~s~lI of the above d) 2,3 and 4 only 40. What is the main reason for establishing a baseline? a) To standardise operation b) For knowing the cost of services provided c) For roles and responsibility to be clear .45 For later comparison 41. Functions are best described as? a) Without their own body of knowledge b) Closed loop systems ~j4Self-Contained units of organizations d) Focusing on transformation to a goal

42. Consider the following statements: Service Transition provides guidance on moving new and changed services into production Service Transition provides guidance on testing Service Transition provides guidance on the transfer of services to or from an external service provider Which of the above statements is CORRECT? .p~AlI of the above d) 1 and 3 only a) I and 2 only b) 1 only

43. Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? Data mining and workflow tools Measurement and reporting systems Release and deployment technology Process Design and 3 only b) 1,3 and 4 only c) 2,3 and 4 only d)All of the above 44. Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement b) Service Strategy, Service Transition, and Service Operation c) Service Operation and Continual Service Improvement ~g) Continual Service Improvement 45. Facilities Management refers to? a) The Management of IT services that are viewed as utilities, such as printers or network access b) The Management of an outsourcing contract ~The Management of the physical IT environment, such as a Data Centre d) The procurement and maintenance of tools that are used by IT Operations staff to maintain the infrastructure 46. Which of the following statements about the Service Desk are CORRECT? 1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. The Service Desk is the always the owner of the Incident Management process a) 2 only ..j~fi only c)AII of the above d) None of the above 47. Which of the following statements are NOT included in Access Management? 1. 2. 3. 4. Verifying the identity of users requesting access to services Setting the rights or privileges of systems to allow access to authorised users Defining security policies for system access Monitoring the availability of systems that users should have access to b)land3 c)2and3 d)Iand4

j(3and4

48. What is the purpose of the Request Fulfilment Process?

J3 Dealing with

Service Requests from the users b) Making sure all requests within an IT Organisation is fulfilled c) Ensuring fulfilment of Change Requests d) Making sure the Service Level Agreement is met

49. An Incident occurs when: A user is unable to access a service during service hours An authorised IT staff member is unable to access a service during service hours A redundant network segment fails, and the user is not aware of any disruption to service A user contacts the Service Desk about slow performance of an application Which of the above statements is CORRECT? ~All of the above b) 1 and 4 only c) 2 and 3 only d) None of the above 50. How does an organization use Resources and Capabilities in creating value? a) They are ~They are c) They are d) They are used to create value in the form of output for production management used to create value in the form of goods and services used to create value to the IT organization for Service Support used to create value to the IT organization for Service Delivery

51. The 7 Step Improvement Process can most accurately be described as? a) The Seven Ps of Continual Service Improvement (CSI) b) A service improvement methodology based on the Deming Cycle c) A set of roles and responsibilities for managing service improvements ~A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action 52. The ITIL VS core is best described as? a) An Operations Lifecycle b) An IT Management Lifecycle ~.%A Service Lifecycle d) An Infrastructure Lifecycle 53. Which of the following statements BEST describes the role of Communication during Service Operation? a) Communication is defined as part of all processes and is executed in Service Operation b) Communication is a separate process that needs to be defined and executed with Service Operation .q4 Good communication is essential for successful Service Operation, just as it is for any other phase of the lifecycle d) Communication is more important in Service Operation than in any other stage of the Service Lifecycle

54. Demand Management is primarily used to? a) Increase customer value .J*Eliminate excess capacity needs c) Increase the value of IT d) Align business with IT cost 55. Which of the following questions is NOT answered by Service Portfolio Management? a))-low should our resources and capabilities be allocated? .MWhat opportunities are there in the market? c) Why should a customer buy these services? d) What are the pricing or chargeback models? 56. Consider the following statements: A Process should be traceable to a specific trigger A characteristic of the Process is that it is performance driven and able to be measured. Which of the above statements is CORRECT? a) 1 only sJ4All of the above c) None of the above d) 2 only 57. If something cannot be measured, it should not be documented within which of the following?

~t4 A Service

a) The Glossary of Terms Level Agreement c) An Incident Management record d) A Configuration Item (Cl)

58. In which core publication can you find detailed descriptions of the following? Service Portfolio Management Demand Management Financial Management a) Service Operations t~f Service Strategy c) Service Transition d) Continual Service Improvement 59. Which of the following statements is CORRECT about good practice? a) It can be used to drive an organisation forward .~b7lt is something that is in wide industry use c) It is always documented in international standards d) It is always based on ITIL 60. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? ~~..a~insourcing b) Insourcing c) Insourcing d) Insourcing provisioning relies relies relies relies on internal resources; outsourcing relies on external organisation(s) resources on external organisation(s) resources; outsourcing relies on internal resources on co-sourcing; outsourcing relies on partnerships on knowledge process outsourcing; outsourcing relies on application service

61. Which of the following are objectives of the Release and Deployment Management process? I. 2. 3. 4. To ensure there are clear release and deployment plans To ensure that skills and knowledge are transferred to operations and support staff To ensure there is minimal unpredicted impact on production services, operations and support To provide cost justifiable IT capacity that is matched to the needs of the business b) All of the above d) 1,3and4only

%afl ,2 and 3 only c) land 3 only

62. Warranty of a service means which of the following? a) The service is fit for purpose b) There will be no failures in applications and infrastructure associated with the service c) All service-related problems are fixed free of charge for a certain period of time ~Customers are assured of certain levels of availability, capacity, continuity and security 63. A Service Catalogue should contain which of the following? a) The version information of all software b) The organizational structure of the company c) Asset information .~~Details of all operational services 64. The Information Security Policy should be available to which groups of people? a) Senior business managers and all IT staff b) Senior business managers, IT executives and the Security Manager WAll customers, users and IT staff d) Information Security Management staff only 65. When planning and implementing a Continual Service Improvement (CSI) initiative, which of the following benefits are LEAST useful in supporting a business case? a) Reduce technology investment by 5m due to more accurate capacity and performance modelling processes b) Reduce support manpower demand by 30% due to automated incident and problem management processes ~Improve employee morale and therefore create better relationships between IT and business units d) Reduce Problem resolution by 50% and minimise critical system outages 66. The objective of the Change Management process is most accurately described as?

./Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner b) Ensuring that changes to IT infrastructure are managed efficiently and effectively c) Ensuring that all changes have appropriate back-out plans in the event of failure d) Protecting services by not allowing changes to be made 67. The objective of Service Asset and Configuration Management is most accurately described as? a) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximise their contribution to service levels b) To manage service assets and CIs from an operational perspective c) To ensure that assets and CIs deliver the business outcomes they were designed to achieve ~To define and control the components of services and infrastructure and maintain accurate configuration records 68. What is the best definition of an Incident Model? a) The template used to define the Incident logging form used to report Incidents b) A type of Incident involving a standard (or model) type of Configuration Item (CI) set of pre-defined steps to be followed when dealing with a known type of Incident d) An Incident that is easy to solve

69. Why should monitoring and measuring be used when trying to improve services? ~s~To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve d) To validate, assign resources, purchase technology and train people 70. Which process reviews Operational Level Agreements (OLAs) on a regular basis?

Jf Service Level

a) Supplier Management Management c) Service Portfolio Management d) Contract Management

71. Which of the following would NOT be stored in the Definitive Media Library (DML)? a) Master copies of software ~Backups of business data c) Software licences d) Master copies of controlled documentation 72. A benefit of using Service Design tools is? ~To help ensure that standards and conventions are followed b) To help ensure that events are detected as quickly as possible c) To help enable different applications to work together d) To help implement architectures that support the business strategy 73. A Process owner is responsible for which of the following? a) Purchasing tools to support the Process b) Ensuring that targets specified in an SLA are met c) Carrying out activities defined in the Process ..t5 Monitoring and improving the Process 74. Which of the following is the CORRECT description of the Four Ps of Service Design? a) A four step process for the design of effective Service Management b) A definition of the people and products required for successful design c) A set of questions that should be asked when reviewing design specifications ~The four major areas that need to be considered in the design of effective Service Management 75. Which is the first activity of the Continual Service Improvement (CSI) model? a) Assess the current business situation ~Understand high-level business requirements c) Agree on priorities for improvement d) Create and verify a plan 76. Which aspect of Service Design is missing from the list below? The design of services The design of Service Management systems and tools The design of technology architecture and management systems The design of the processes required
2

a) The design of Functions b) The design of Service Level Agreements c) The design of applications ~4(The design of measurement systems, methods and metrics

77. Application Management is NOT responsible for? a) Documenting and maintaining the technical skills required to manage and support Applications Managing applications through their lifecycle c) Assisting in the decision to build or buy new software ,%Developing operational functionality required by the business 78. Which of the following Roles is responsible for identifying opportunities for improvement? 1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner a) 1 and 2 only b) 1 and 3 only ,.p( All of the above d) 2 and 3 only 79. Which of the following is the most appropriate approach to carrying out Service Operations?

b)

a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure Service Operations should maintain a balance between an internal IT view and an external business view c) The external business view is most important as Service Operations is the place where value is realised and the customer obtains the benefit of the services d) IT Operations does not take an internal or external view as they execute processes defined by Service Design 80. Which of the following is NOT an advantage of organising Continual Service Improvement (CSI) using the RACI model? a) Facilitates clear communication and workflow practice across all parties involved in the CSI program b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing c) Identifies where internal Agreements (OLAs) can be established to implement CSI ~Provides a clear focus for matching the CSl processes to financial planning 81. What does the V model help to define? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective utilisation of resources .~pu1..evels of testing required to deliver a Service Capability d) The business perspective as perceived by the customer and the user of services 82. The priority of an Incident is BEST described as? ,.a~The relative importance of the Incident based on impact and urgency b) The speed with which the Incident needs to be resolved c) The number of staff that will be assigned to work on the Incident so that it is resolved in time d) The escalation path that will be followed to ensure resolution of the Incident 83. Operations Control refers to? a) The managers of the Technical and Applications Management functions ~i4 Overseeing the execution and monitoring of IT operational events and activities c) The tools used to monitor and display the status of the IT Infrastructure and Applications d) The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available

84. Which of these is the CORRECT description of normal service operation? a) The service is operating in the way it usually does when there hasnt been an incident b) The service is providing all functionality and performance that the business wants ~.%The service is operating within the limits defined in the Service Level Agreement d) All users are able to log in to the service and use it 85. Which of the following BEST describes the purpose of Event Management? ~he ability to detect events, make sense of them and determine the appropriate control action b) The ability to implement monitoring tools c) The ability to monitor and control the activities of technical staff d) The ability to report on the successful delivery of services by checking the uptime of infrastructure devices 86. The main objective of Availability Management is? a) To monitor and report availability of services and components b) To ensure that all targets in Service Level Agreements (SLAs) are met c) To guarantee availability levels for services and components ~To ensure that service availability matches or exceeds the agreed needs of the business 87. Defining the functional requirements for a new service is part ot a) Service Operation: Application Management b) Service Strategy: Service Portfolio Management c) Service Design: Design the technology architecture ~Service Design: Design the service solutions 88. Which of the following statements about a process is correct? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It responds to a specific event 5. It delivers its primary results to a customer or stakeholder a) 1,2,3 and 4 only b) 1,2,4 and 5 only ~p)i, 3,4 and 5 only d)AII ofthe above 89. There are 7 different sourcing strategies that a company can use. What is the newest form of ou)sourcing? ~A Knowledge Process Outsourcing b) Partnership or multi-sourcing c) Business Process Outsourcing (BPO) d) Application Service Provision 90. Which ,.AService b) Service c) Service d) Service of the following identifies two Service Portfolio components within the Service Lifecycle? Pipeline and Service Catalogue Knowledge Management System and Service Catalogue Knowledge Management System and Service Pipeline Pipeline and Configuration Management System

91. Which of these statements is CORRECT? 1. Continual Service Improvement (CSl) provides guidance on how to improve process efficiency and effectiveness 2. CSl provides guidance on how to improve services 3. CSI provides guidance on the improvement of all phases of the Service Lifecycle 4. CSI provides guidance on the measurement of processes and services a) 1 and 2 only b) 2 only c) 1, 2 and 3 only ~,4All of the above

92. Which of these is NOT a type of change? a) Standard Change b) Normal Change .,.,p~Urgent Change d) Emergency Change 93. Why should monitoring and measuring be used when trying to improve services? .~fTo validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve d) To validate, assign resources, purchase technology and train people 94. What is the CORRECT order of the first four activities in the 7 Step Improvement Process? ~Define what you should measure, define what you can measure, gather data and process data b) Gather data, process data, analyse data and present data c) What is the vision, where are we now, what do we want to be, how do we get there? d) Gather data, process data, define what you should measure and define what you can measure 95. How can an organisation ensure that new systems and services are available, and can be supported, from the required. start date/time? a) Service Continuity ~Early Life Support c) Pay-as-you-go d) Implement a Change freeze 96. Incident Management has a value to the business by? a) Helping to control infrastructure cost of adding new technology b) Enabling users to resolve Problems c) Helping to align people and process for the delivery of service ,j~Contributing to the reduction of impact of service outages 97. Where is Good Practice generated? 1. Public frameworks 2. Standards 3. Proprietary knowledge of Individuals and Organisations a) 1 and 2 only b) 2 and 3 only ~%~ll of the above

d) 1 and 3 only

98. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware and Software design 2. Environmental design 3. Process design 4. Data design a) 1,3 and4only b) 1,2 and 3 only ~4ll of the above d)2, 3 and 4 only 99. The Service Level Manager has responsibility for ensuring that the aims of Service Level Management are met. The Service Level Manager is NOT responsible for? a) Negotiating and agreeing Operational Level Agreements ,/Ensuring that all non-operational service are recorded within the Service Catalogue c) Negotiating and agreeing Service Level Agreement d) Assisting with the production and maintenance of an accurate Service Catalogue

100. Which of the following is NOT an example of a Service Request? a) A user calls the Service Desk to order a toner cartridge user calls the Service Desk because they would like to change the functionality of an application c) A Manager submits a request for a new employee to be given access to an application d) A user logs onto an internal web site to download a licensed copy of software from a list of approved options 101. Which of the following statements is CORRECT for ALL processes? a) They define activities, roles, responsibilities, functions and metrics ~hey create value for stakeholders c) They are carried out by a Service Provider in support of a Customer d) They are units of organisations responsible for specific outcomes 102. Which of the following statements is incorrect? ~Supplier Management negotiates internal and external agreements to support the delivery of services b) Supplier Management ensures that suppliers meet business expectations c) Supplier Management maintains information in a Supplier and Contract Database d) Supplier Management should be involved in all stages of the Service Lifecycle, from Strategy through Design and Transition to Operations and Improvement 103. Which of the following BEST describes a Workaround? ~A technician uses a pre-defined technique to restore service as this Incident has been seen before b) A technician tries several approaches to solve an Incident. One of them works, although he does not know why c) After reporting the Incident to the Service Desk, the user works on alternative tasks while the problem is identified and resolved d) A device works intermittently, thus allowing the user to continue working at degraded levels of performance while the technician resolves the problem 104. The objective of Service Asset and Configuration Management is most accurately described as? a) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximise their contribution to service levels b) To manage service assets and CIs from an operational perspective c) To ensure that assets and CIs deliver the business outcomes they were designed to achieve ~)lo define and control the components of services and infrastructure and maintain accurate configuration records 105. The objective of the Change Management process is most accurately described as? ~Ensuring that all Changes are recorded, managed, tested and implemented in a controlled manner b) Ensuring that Changes to IT infrastructure are managed efficiently and effectively c) Ensuring that all Changes have appropriate back-out plans in the event of failure d) Protecting services by not allowing Changes to be made 106. The 7 Step Improvement Process can most accurately be described as? a) The Seven Ps of Continual Service Improvement (CSI) b) A service improvement methodology based on the Deming Cycle c) A set of roles and responsibilities for managing service improvements ~J~A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action

107. Which of the following statements are CORRECT? Service Transition provides guidance on moving new and changed services into production Service Transition provides guidance on testing Service Transition provides guidance on the transfer of services to or from an external service provider a) 1 and 2 only b) 1 only ~9)4ll of the above d) 1 and 3 only

108. Which of the following areas would technology help to support? 1. 2. 3. 4. a) Self Help Measurement and reporting systems Release and deployment Process design 1,2 and 3 only b) 1,3 and4only c)2, 3and4only \~7~ll of the above

109. A Customer Service Catalogue should contain which? a) The version information of all software b) The organisational structure of the company c) Asset information ~(Details of all operational services 110. Warranty of a service means? a) The service is fit for purpose b) There will be no failures in applications and infrastructure associated with the service c) All service-related problems are fixed free of charge for a certain period of time ~Customers are assured of certain levels of availability, capacity, continuity and security 111. Which of the following activities are included in Access Management? 1. Verifying the identity of users requesting access to services 2. Selling the rights or privileges of systems to allow access to authorised users 3. Defining security policies for system access 4. Monitoring the availability of systems that users should have access to a)2and4only b)1 and3only c)2and3only d(1 and2only 112. Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management ~Service Level Management c) Service Portfolio Management d) Contract Management 113. Which activities would you expect a Service Owner to undertake? Representing a specific service across the organisation Updating the Configuration Management Data Base (CMDB) after a change Helping to identify service improvements Representing a specific service in Change Advisory Board (CAB) meetings a) 1, 2 and 4 only b) All of the above c)1 and4only r~i,3and4only 114. A Process Owner is responsible for which of the following? a) Purchasing tools to support the process b) Ensuring that targets specified in a Service Level Agreement (SLA) are met c) Carrying out activities defined in the process .ji)Monitoring and improving the process

115. The wording of an SLA should be: a) In technical language to ensure that it fully reflects the details of the service to be provided b) In legal language to ensure that all terms are fully defined and unambiguous ~ja~Clear and concise and leave no room for ambiguity so everyone can understand it d) In both legal and technical language to cover the needs of the business and the service provider 116. Which of the following statements about Service Desk staff is CORRECT? a) The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salaries b) Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained ~he Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles d) Technical skills are more important to the Service Desk than business or interpersonal skills because they enable incidents to be resolved 117. Which of the following is the CORRECT sequence of activities for handling an Incident? ~4dentification, Logging, Categorisation, Prioritisation, Initial Diagnosis, Functional Escalation, Investigation Diagnosis, Resolution. Recovery, Closure b) Identification, Prioritisation, Logging, Categorisation, Initial Diagnosis, Functional Escalation, Investigation Diagnosis, Resolution, Recovery, Closure c) Identification, Logging, Initial Diagnosis, Categorisation, Prioritisation, Functional Escalation, Investigation Diagnosis, Resolution, Recovery, Closure d) Identification, Investigation, Logging, Categorisation, Functional Escalation, Prioritisation, Initial Diagnosis, Resolution, Recovery, Closure 118. Which of the following is the CORRECT description of normal service operation? a) The response time of the service meets user expectations b) The service is providing all functionality and performance that the business wants ~rFhe service is operating within the limits defined in the Service Level Agreement (SLA) d) All users are able to log into the service and use it 119. What is the relationship between Problem Management and Change Management? A. Problem Management takes the lead in CAB meetings when the Change Manager is not available. B. Problem Management implements Changes to fix Problems ~7troblem Management raises RFCs to resolve Problems D. Change Management identifies what problems Problem Management should work on. 120. Which of the following will you not find using a toolset? A. Knowledge ~3r1Nisdom C. Data D. Information 121. In order to design service solutions which of the following are necessary? A. Defined, agreed capabilities B. Define, agreed resources C. Defined, agreed requirements ~Jtefined, agreed Capabilities, resources and requirements

122. When should planning for endof-contract with a supplier take place? 1. Just before the contract finishes 2. When the supplier breaches the terms of the contract 3. Once the contract has been agreed and signed ...ft<During negotiations 123. As a Process owner you are responsible for which of the following? A. B. C. D. Ensuring that Ensuring that Ensuring that Ensuring that process outputs conform to operational norms processes define policies and Standards processes are controlled process Objectives are defined in terms of business benefit

1. NB/C
~2ZNC/D 3. A/B/C/D

4. D only. 124. Developing an understanding of business activities and how services are used is the responsibility of..? A. Request Fulfilment ~WDemand Management C. Capacity Management D. Service Level Management 125. Which of the following is correct as possible Service Desk structures? NZtocallCentralNirtual 2. Central/Follow-the-sun/Helpdesk 3. Central/Local/Hybrid 4. Virtual/Empowered/Outsourced 126. when a major Incident happens, what should be in place? A. A Major Incident Team i~J34~ defined Major Incident process C. A hot phone to call senior IT management. D. Plenty of coffee. 127. What is the difference between these types of metrics? A. Service metrics incude CSFs and KPIs; technology metrics cover availability and capacity B. Service metrics cover maturity; only technology metrics measure efficiency and effectiveness ~Z~Technology metrics measure components; service metrics cover end-to end service D. Technology metrics measure the infrastructure; service metrics measure Management processes 128. What is a Release Unit? A. A team of Release Management specialists ~.B~Those parts of the infrastructure normally released together C. A function of ITSM D. The costs ofmaking a release 129. When could you create a Known Error record (according to ITIL) A. At the end of the whole Problem/Error process soon as a temporary solution has been found, even if full diagnosis of the cause has not been under taken C. Whenever you like D. When the length of time for diagnosis exceeds agreed timescales

130. Which of the following is nota self-help option? a) Access to the Change Schedule to monitor progress of your RFC b) Enabling users to log Incidents c) Requesting standard applications ~~%Replacing printers 131. How would you describe a service that is not available all the time, but works well for the business when it is available? A. High Utility/High Warranty B. Low Utility/Low Warranty ~..e High Utility/Low Warranty D. Low Utility/High Warranty 132. Which of the following is not part of the RACI model? ~.PCCommunicated B. Informed C. Accountable D. Responsible 133. What is the key difference between (financial) Asset management and SACM? A. There is no real difference ~.WReIationships and dependencies between Cis are defined C. The financial implications of Cl use are defined D. The costs of CIs are defined 134. What is an OLA? A document defining.... A. relationships between ~.B<reIationships between C. relationships between D. relationships between customers and ESPs internal IT departments internal IT departments and ESPs customer and IT departments

135. Which of the following describes a Standard Change? A. A Change implemented according to 15020000 B. A Change requiring detailed analysis before implementation \.tA Change that follows a set, approved pattern, having happened multiple times before D. A Change that can be implemented by an end-user 136. Where would you find an Operations bridge? A. On an aircraft carrier B. IT Technical Management L-~lT Operations Management D. IT Service Desk 137. What are the 4 Ps of Service Strategy? A. People/Process/Plan/Partner B. Plan/Prepare/Produce/Postpone %.2iDIan/Position/Perspective/Pattern D. Pattern/Perspective/Position/Partner

138. What does the Service V model represent? a) A strategy for the successful completion of all Service Management projects b) The path to Service Delivery and Service Support for efficient and effective utilization of resources ~e)1..evels of Configuration and testing required to deliver a Service Capability d) The business perspective as perceived by the customer and the user of services 139. The priority of an Incident refers to? ~The relative importance of the Incident based on impact and urgency b) The speed with which the Incident needs to be resolved c) The number of staff that will be assigned to work on the Incident so that it is resolved in time d) The escalation path that will be followed to ensure resolution of the Incident 140. The responsibility for the Incident Management process should be assigned to which of the following? A. The Incident Management Process owner ~,$~All operational areas 1st12~,3~ line C. The Service Desk only 1st line D. Service Level Management

141. If an organisation is able to become more proactive in its ITSM processes, what is likely to happen to support costs? a) They are b) They are v~They are d) They are likely to increase gradually likely to increase dramatically likely to gradually reduce likely to reduce initially and then gradually return to the current level

142. What is the role of the Emergency Change Advisory Board (ECAB)? a) To assist the Change Manager in volatile business periods b) To assist the Change Manager in v~YTo assist the Change Manager in should be approved d) To assist the Change Manager in unacceptable delays occur ensuring that no urgent changes are made during particularly implementing emergency changes evaluating emergency changes and to decide whether the change speeding up the emergency change process so that no

143. A Service Level Package is best described as? ~A definite level of utility and warranty associated with a core service package b) A description of customer requirements used to negotiate a Service Level Agreement c) A description of the value that the customer wants and for which they are willing to pay d) A document showing the Service Levels achieved during an agreed reporting period 144. Which of the following statements BEST describes the role of Communication during Service Operation? a) Communication is defined as part of all processes and is executed in Service Operation b) Communication is a separate process that needs to be defined and executed with Service Operation ~)Good communication is essential for successful Service Operation, just as it is for any other phase of the lifecycle d) Communication is more important in Service Operation than in any other stage of the Service Lifecycle

145. A customer-based SLA structure includes: .A An SLA with each individual Customer group, covering all of the services they use B An SLA covering all Customer groups and all the services they use C SLAs for each service that are Customer-focused and written in business language D An SLA for each service type, covering all those Customer groups that use that service 146. Possible problems with Change Management include: Lack of ownership of impacted services B Increased visibility and communication of changes C Better alignment of IT services to actual business needs D The ability to absorb a larger volume of change 147. Which of the following are likely members of the Change Advisory Board? 1 Problem Manager 2 Customer representatives 3 Change Manager 4 Senior IT technical managers \A< B C D All them 2and3only 12and4 1,3and4

148. Where would the information relating to software release components be stored? A DSL B AMDB te~ CMDB D CDB 149. Consider the following situations: 1 An incident exceeds the downtime stipulated within a SLA 2 The business impact of an incident increases due to unforeseen circumstances 3 The number of users impacted by an incident is greater than first thought 4 A senior manager in the customers organisation complains about the lack of progress being made on a particular incident

~Pr

Which of the above could be valid reasons for the Service Desk to invoke escalation procedures? All four B 2,3&4 C 1,2&3 D 1,3&4

150. The following activities are involved in implementing a Service Management function: 1 Tool selection 2 Tool specification 3 Process design 4 Functional requirements analysis In which order should the above activities be taken? A 4213 B~ 4321 C 2143 D 2134

151. 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 ~,E( To provide cost-effective IT capacity to meet agreed service levels 152. Which of these is NOT a recognised Service Desk structure? ~r Remedial Service Desk B Virtual Service Desk C Local Service Desk D Central Service Desk 153. For which of these activities is the Change Manager responsible? A Establishing the root cause of a Capacity Incident which has led to an RFC being raised B Devising the backout plan for a significant Change \.C Chairing the CAB D Ensuring a Release has reached the target Cls 154. Which relationships are most likely to exist between Incidents and Problems? 1 One incident to one Problem 2 One incident to many Problems 3 Many Incidents to one Problem A B U~ D land2only 2and3only 1 and 3 only Allofthem

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

\..V The number of Known

A The number of Problems raised Errors identified C The number of Problems correctly categorised D The number of RFCs raised

156. Which of the following best describes the goal of Service Level Management? ;~.k To maintain and improve IT service quality in line with business requirements B To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets. C To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability. D To ensure that IT delivers the same standard of service at the least cost. 157. Which of these is a DIRECT benefit of having a Service Desk? A Customer Service Level Requirements are established Technical support staff are less likely to be interrupted to deal with users calls C Changes taking place are properly coordinated D All the information in the CMDB is kept up to date.

158. Which of the following could be considered a valid reason for a business not having any continuity plans for a specific IT service? A B C The IT department does not have the skills for developing continuity plans The IT department has made a decision that the risk of disaster is small The business does not have time to be involved in preparing continuity plans A management decision has been made following a business impact assessment

159. When establishing a new SLA which of the following should the Service Level Manager take into account 1 That the new SLA can meet the targets agreed with the customer 2 That the conditions in other existing SLAs can continue to be met 3 That the possible impact of changes to the SLA can be identified Which A B \2 D of the above are true? 1&2 2&3 1,2&3 1&3

160. There is a network incident that affects 200 desktops. At the same time the Managing Directors printer has broken and he wants to print a report now. Which of the following statements can be deduced from this information? ~A( B C D There is insufficient information to determine which incident has the higher priority The Managing Directors printer must be fixed because of the higher business impact Both incidents have an equally high priority The network incident has a higher priority then the Managing Directors printer because it affects a lot more people

161. Consider the following information: I Type identity 2 Unique identifier 3 Version number 4 Copy number Which \~< B C D of the above details must be recorded for every Cl in the CMDB? 1&2 1,3&4 All of them 2&3

162. Which of the following is NOT a responsibility of the IT Service Continuity planning team? A Outlining possible measures to protect an IT service \.-B Deciding the business criticality of an IT service C Testing the plans for recovery of an IT service D Identifying the risks to an IT service 163. Which of the following activities is the responsibility of Change Management?

~
B C D

Reviewing changes to ensure they have worked Creating a change to rectify a known error Determining the release strategy for a major change Implementing a software change at a remote site

164. Which of the following activities is NOT part of the Release process: A Moving software from the DML to the development environment B Moving software from the DML to the live environment C Moving software from the development to the test environment \.W Moving software from the live environment to the DML 165. Which of the following statements best describes the Definitive Media Library? secure software library containing all versions of software Cis in their definitive, quality controlled, form B. A logical library, held securely on computer, containing all versions of software CIs C. A secure, physical library containing the latest version of every software CI in a quality controlled manner D. A logical library, held securely on computer, containing the latest version of every software Cl 166. The Service Level Manager requires confirmation that the internal Service Desk can answer a certain percentage of calls within 10 seconds. In which document would the Service Desks agreement to this requirement be recorded? A tW C D Internal Specification Sheet Operational Level Agreement Service Level Agreement An underpinning third party contract

167. Items of information stored in the CMDB relating to a specific Cl are known as: A Components B Features \2 Attributes D Characteristics 168. Service Desk staff should have: 1 A good telephone manner 2 Some technical appreciation of the supported services 3 Awareness of the likely business impact of service incidents A \R~~ C D 1&2 1,2&3 2&3 1&3

169. Which of the following can be OMITTED from an urgent software release in exceptional circumstances? .A Undertaking full testing B Updating the CMDB C Incrementing the version number D Putting the amended version in the DML 170. A good Incident Management process will: A B ~2~ D Ensure that error corrections are treated as urgent changes Diagnose the underlying cause of incidents quickly Restore normal service operation as quickly as possible following an incident All of the other answers

171. Which of the following statements is FALSE? B C D Charging is required in order to cost IT services Budgeting and accounting for IT services is essential for effective Service Management It is better to budget and account for IT services before implementing charging Charging may lead to the recovery of costs

172. Which of the following is necessary in order to start planning for IT Service Continuity Management? A Include continuity measures in Change Management procedures B Identify appropriate countermeasures Conduct a business impact analysis D Establish a contract with an intermediate recovery provider 173. Status Accounting is an important part of which process? A IT Financial Management B Change Management C Incident Management \2 Configuration Management 174. Which of the following is NOT a technique usually associated with Availability Management? A Auto error detection B Duplexing C Analysing data Queuing theory 175. Which of the following statements is true? A ~ C D Service Level Agreements are between user departments and technical support providers and are written in business language Operational Level Agreements are between internal service providers and may be written in technical language Operational Level Agreements are between Service Level Management and external providers and are written in business language Service Level Agreements are between user departments and Service Level Management and are written in technical language

176. The Service Desk is unable to deal with a customers enquiry. What action should they take? Log the details and inform the customer of the incident number. Tell them someone will contact them within an agreed time with an update. Retain ownership of the incident but refer to appropriate second line support group. Monitor progress and keep customer informed Tell them to ring back if it happens again Log the details and inform the customer of the incident number. Suggest they ring back if they have not heard within 48 hrs Suggest the customer contacts a third party

B C D

177. Which of the following best describes why an SLA should contain definitions of terms? A To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable t& To ensure that both the customer and IT can unambiguously understand the terms in the SLA C To make sure that all clauses in the SLA make sense D To ensure that the customers understanding of a particular term is the one meant in the SLA

178. Impact assessment is NOT normally part of which of the following processes? A Problem Management B IT Service Continuity Planning C Incident Management ~.W Service Level Management 179. Consider these statements: 1 Service Capacity Management should ensure that the type, pattern and typical resource requirements of all services is understood 2 Undertaking Service Capacity Management is sufficient to ensure that the performance difficulties never arise Which A B C \W of these statements is correct? Neither Both Only2 Only 1

180. Which of the following is NOT the responsibility of the Release Management process? A Distributing software B The physical aspects of software control C Helping to determine the software release policy V_Pb Ensuring that CMDB entries concerning software CIs are verified 181. Which is the correct sequence of events for describing an incident lifecycle after the incident has occurred? A Detection, Repair, Recovery, Restoration, Diagnosis B Detection, Recovery, Repair, Restoration, Diagnosis C Detection, Diagnosis, Recovery, Repair, Restoration ~ Detection, Diagnosis, Repair, Recovery, Restoration 182. Which of the following statements best describes a problem? A An incident which has been diagnosed and for which a resolution exists B An incident that has passed its service level for fixing C~ An incident that has occurred more than once \3 The unknown cause of one or more incidents 183. In which of the following circumstances is requesting an emergency change justified? A Only one small component requires changing and it is unlikely to affect any other components B The CAB meeting has been cancelled because most of the members are unavailable at the time previously agreed C The supplier has advised that previous versions will not be supported very much longer The change is needed to correct an error on a business critical system 184. The prime responsibility of Availability Management is A To understand the behaviour of CIs To deliver a level of availability that enables customers to satisfy their business objectives C To negotiate and manage support contracts for hardware and software D To manage security and serviceability of all IT services

185. Which of these is NOT a purpose for which Service Capacity Management information can be us~d? DML control B Systems throughput calculation C Network performance analysis D Demand Management 186. Which of the following list will NOT have a direct impact upon IT capacity? A B C An increase in network bandwidth available A reduction in transactions processed A reduction in the number of fifes to be stored An increase in the cost per transaction

187. Consider the following statements: An SLA is a contract drawn up by the IT department which states what the customer may and may not do with his computer. A Service Catalogue describes concisely and specifically the IT services that the IT department can offer a customer. Are these statements correct? A. Onlythefirst ,~.B< Only the second C. Both Neither 188. Which is the best description of impact? A. The degree to which the provision of services is disrupted and the speed with which this must be remedied B. The degree to which the user indicates how quickly the incident must be resolved. The effect that an incident has on the service that has been agreed upon. The effect that an incident has on user time. 189. Network Managers are overloaded with work. They hardly get a chance to manage the network. One of the reasons for this is that users approach them directly to answer all kinds of questions. Which Service Management discipline needs to be set up to improve this situation? A. Change Management B. Configuration management C. Error Control \D~ervice Desk 2. Incident Co-ordination F. Problem Management 190. A change has taken place in the IT Infrastructure. How is Change Management related to the Configuration Database (CMDB)? Change Management.... Checks whether the change has been made in the CMDB. Carriers out investigations into the degree of consistency in the CMDB. \ycclides Configuration Management with the data required to implement change in the CMDB. Implements the change in the CMDB and informs Configuration about it.

191. The sequence of dealing with Incidents and/or Problems must be based on.... The category The impact .PWe priority The urgency 192. Which is the correct combination of concepts and ITIL processes? 1. CMDB a) Availability Management 2. DML b) Configuration Management 3. MTBF c) Service Level Management 4. SLA d) Release Management A. 1-a, C. 1-c, D. 1-d, 2-b, 2-d, 2-a, 2-c, 3-c, 3-a, 3-d, 3-b, 4-d 4-c 4-b 4-a

193. For which ITIIL process below is the determination of priorities based on impact and urgency an essential activity? .}C Change Management B. Configuration Management C. Financial Management D. Service Level Management 194. Which of the examples below is NOT usually an example of a configuration item? A. A user manual B. A companys organisation chart C. A description of a procedure A unique identification code 195. A number of new PCs are due to be installed soon. A question now arises in the IT organisation about what is and what is not the responsibility of Configuration Management. For which of the following activities is Configuration Management NOT responsible?

~,pY

A. Checking the completeness and correctness of the data concerning the PC5. Checking the operation of the PCs. C. Labelling and recording the data concerning PCs. D. Registering and monitoring the status of the PC data.

196. Consider the following activities. 1. Change categorisation 2. Change implementation 3. Change review 4. Change scheduling 5. Filtering requests for change In which sequence should these activities be carried out in order to implement a change in the IT infrastructure in a controlled fashion? A. 1 4 5 2 3 B. 1 5 4 3 2 C. 4 1 5 3 2 1 4 2 3 E. 5 1 2 4 3

197. Consider the following statements. To determine the impact of change it is necessary to understand the structure of the IT services and the way they support the business processes concerned. The relationships between the various components of the infrastructure play an important role in determining the impact of a change. Are these statements correct? A. Onlythefirst B. Only the second Both D. Neither 198. You work at the Service Desk of an organisation. A user calls up to say that his terminal does not function. This is a(n) A. A cause of much amusement Incident C. Known Error D. Problem E. Request for Change 199. In ITIL Service Management terms what is the Service Desk? A.f waste of space. ~.WA Function C. A Communications interface D. A Process 200. Staff in an IT Department are very good at their job, especially when it comes to understanding the technology and their internal processes. What risk does this present? A. They are good at their job so there is no risk ~,EThey are over4ocussed internally and have lost, or may lose, sight of the business needs C. Costs will increase D. IT will need to outsource more operations