Free ITIL v.3. Foundation. Exam Sample Paper 3. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

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1 Free ITIL v.3. Foundation Exam Sample Paper 3 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM

2 1 A Service Level Package is a? a) A 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 2 Which of the following statements about the Service Lifecycle are CORRECT? 1. Improvements can be made with any phase of the Service Lifecycle 2. Service Transition acts as a risk-control phase between Service Design and Service Operation 3. Service Strategy and Continual Service Improvement affect all other Lifecycle phases 4. Feedback from the Service Operation phase influences decisions in the Service Design phase a) 1 and 3 only b) 2 and 3 only c) 4 only d) All of the above

3 3 Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Data mining and workflow tools 2. Measurement and reporting systems 3. Release and deployment technology 4. Process Design a) 1, 2 and 3 only b) 1, 3 and 4 only c) 2, 3 and 4 only d) All of the above 4. Which of the following is MOST LIKELY to be managed as a service request using the Request Fulfilment process? a) A user calls the Service Desk to order a toner cartridge b) After a service review, a functionality change is required to an application c) A manager asks for a change to an existing global security profile d) Users require testing of an element of the business continuity plan 5. 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 b) 1 only c) All of the above d) None of the above

4 6. Which Function would provide staff to monitor events in a Network Operations Centre? a) Technical Management b) IT Operations Management c) Service Desk d) Applications Management 7. Which of the following statements is correct for every process? 1) It delivers its primary results to a customer or stakeholder 2) It defines activities that are executed by a single function a) Both of the above b) 1 only c) None of the above d) 2 only 8. The difference between service metrics and technology metrics is BEST described as? a) Service metrics include critical success factors (CSF) and Key Performance Indicators (KPIs); Technology metrics include availability and capacity b) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness c) Service metrics measure the end to end service; Technology metrics measure individual components d) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

5 9. Major Incidents require? a) Separate procedures b) Less urgency c) Longer timescales d) Less documentation 10. Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle? 1) Identifying relationships between Configuration Items 2) Dashboard type technology 3) Create and use diagnostic scripts 4) Control of user desk-top PCs a) All of the above b) 1, 3 and 4 only c) 2, 3 and 4 only d) 1,2,3 only 11. Which of the following is NOT an example of Self-Help capabilities? a) Requirement to always call the service desk for service requests b) Web front-end c) Menu-driven range of self help and service requests d) A direct interface into the back end process handling software

6 12. Demand Management is primarily used to? a) Increase customer value b) Eliminate excess capacity needs c) Increase the value of IT d) Align business with IT cost 13. Which of the following is NOT one of the five individual aspects of Service Design? a) The design of the Service Portfolio, including the Service Catalogue b) The design of new or changed services c) The design of Market Spaces d) The design of the technology architecture and management systems 14. Consider the following statements: 1. A Process should be traceable to a specific trigger 2. A characteristic of the "Process" is that it is performance driven and able to be measured. Which of the above statements are CORRECT? a) 1 only b) 1 and 2 c) None of the above d) 2 only

7 15. Which of the following is NOT the responsibility of the Service Catalogue Manager a) Ensuring that information in the Service Catalogue is accurate b) Ensuring that information within the Service Pipeline is accurate c) Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio d) Ensuring that all operational services are recorded in the Service Catalogue 16. The three sub-processes of Capacity Management are a) Business Capacity Management, Service Capacity Management and Component Capacity Management b) Supplier Capacity Management, Service Capacity Management and Component Capacity Management c) Supplier Capacity Management, Service Capacity Management and Technology Capacity Management d) Business Capacity Management, Technology Capacity Management and Component Capacity Management 17. Which statement about the Known Error Database (KEDB) is totally correct? a) The KEDB is the same database as the Service Knowledge Management System b) The KEDB should be used during incident diagnosis phase to try to speed up the resolution process c) Care should be taken to avoid duplication of records in the KEDB. This can be done by giving as many technicians as possible access to create new records d) Access to the KEDB should be limited to the Service Desk

8 18. Which process is responsible for discussing reports with customers showing whether services have met their targets? a) Continual Service Improvement b) Business Relationship Management c) Service Level Management d) Availability Management 19. Service Acceptance criteria are used to? a) Ensure the design stage of the lifecycle b) Ensure delivery and support of a service c) Ensure service Key Performance Indicators (KPIs) are reported d) Ensure Portfolio Management is in place 20. Which of the following BEST describes Partners in the phrase People, Processes, Products and Partners? a) Suppliers, manufacturers, and vendors b) Customers c) Internal departments d) Facilities Management function 21. Application Management plays a role in all applications. One of the key decisions to which they contribute is? a) Where the vendor of an application is located b) Whether to buy an application or build it c) Who the vendor of the storage devices will be d) Should application development be outsourced

9 22. What are the 7 R s within Change Management used for? a) Prioritising changes b) Evaluating the change c) Assessing the impact of the change d) Identifying the relationships involved in the change 23. Which process is responsible for frequently occurring changes where risk and cost are low? a) Access Management b) Incident Management c) Release and Deployment Management d) Request Fulfillment 24. Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent? a) Extreme focus on responsiveness b) Extreme focus on cost c) Extreme external focus d) Extreme internal focus 25. Which role would you MOST expect to be involved in the management of Underpinning Contracts? a) Process Manager b) Service Catalogue Manager c) Supplier Manager d) IT Designer / Architect

10 26. Which of the following statements is INCORRECT? a) The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB) b) The SKMS can include user skill levels c) The SKMS is part of the Configuration Management System (CMS) d) The SKMS can include data on the performance of the organisation 27. Which of these statements about Assets, Resources and Capabilities is MOST accurate? a) Resources are types of Asset and Capabilities are ways of using Assets b) Resources and Capabilities are both types of Asset c) Capabilities are types of Asset and Resources are ways of using Assets d) Capabilities and Resources are both ways of using Assets 28. Which of the following are objectives of the Release and Deployment Management process? 1. To ensure there are clear release and deployment plans 2. To ensure that skills and knowledge are transferred to operations and support staff 3. To ensure there is minimal unpredicted impact on production services, operations and support 4. To provide cost justifiable IT capacity that is matched to the needs of the Business a) 1, 2 and 3 only b) All of the above c) 1 and 3 only d) 1, 3 and 4 only

11 29. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process? a) The Request Fulfillment manager b) The Request Fulfillment Process owner c) The Service Manager d) The Service Desk manager 30. Which of the following BEST describes when a known Error record should be raised? a) Immediately following the Problem resolution, so a permanent historical record of all actions is retained in case of a recurrence b) As soon as a temporary resolution or workaround has been found, regardless of whether the cause has yet been diagnosed c) It is inadvisable to set a specific point when a Known Error record must be raised. It should be done as soon as it becomes useful to do so d) As soon as it becomes obvious that a quick resolution of the problem will not be found 31. Which of the following statements is CORRECT for all IT services? a) They deliver resources and capabilities to customers b) They deliver IT solutions to customers c) They deliver business solutions to customers d) They deliver value to customers 32. Which phase of the service lifecycle provides a framework for evaluating service capability and risk profile before and during service deployment? a) Service Strategy b) Continual Service Improvement c) Service Transition d) Service Operation

12 33. "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 d) Customers are assured of certain levels of availability, capacity, continuity and security 34. 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 b) 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 35. Which of the following identifies two Service Portfolio components within the Service Lifecycle? a) Service Pipeline and Service Catalogue b) Service Knowledge Management System and Service Catalogue c) Service Knowledge Management System and Service Pipeline d) Service Pipeline and Configuration Management System 36. Why should monitoring and measuring be used when trying to improve services? a) 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

13 37. Which of the following is a type of Service Level Agreement (SLA) described in the ITIL Service Design publication? a) Priority-based SLA b) Technology-based SLA c) Location-based SLA d) Customer-based SLA 38. Demand Management is used to: a) Increase customer value b) Understand patterns of business activity c) Increase the value of IT d) Align business with IT cost 39. Which of the following activities are included in Access Management? 1. Verifying the identity of users requesting access to services 2. Setting the rights or privileges of systems to allow access to authorized users 3. Defining security policies for system access 4. Monitoring the availability of systems that users should have access to a) 2 and 4 only b) 1 and 3 only c) 2 and 3 only d) 1 and 2 only 40. A Service Owner is responsible for which of the following? a) Continual Improvement of the service 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

14 Answers for sample paper 3 1 A 21 B 2 D 22 C 3 A 23 D 4 A 24 D 5 B 25 C 6 B 26 C 7 B 27 B 8 C 28 A 9 A 29 B 10 A 30 C 11 A 31 D 12 A 32 C 13 C 33 D 14 B 34 B 15 B 35 A 16 A 36 A 17 B 37 D 18 C 38 B 19 B 39 D 20 A 40 A