Sample exam ITV3F English B based on syllabus 40 0109.pdf

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ITILv3FoundationSampleB_v3.0

Purpose of Document

To help candidates prepare for the ITIL ® v.3 Foundation

Examination based on the Foundation syllabus version 4

Document Version Number

3.0

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Live

Document Owner

Chief Examiner

Prepared By

ITIL ® v.3 Examination Panel

Date of First Draft

19 January 2009

Date Approved

19 January 2009

Approved By

Chief Examiner

Next Scheduled Review Date

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Version Number

Date Approved

Change/Reasons for Change/Comments

3.0

19 January 2009

New Document

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Name

Title/Company

3.0

All ITIL ® EIs and ATOs

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ITILv3FoundationSampleB_v3.0.doc

Version 3.0 (Live)

Owner – Chief Examiner

The ITIL ® v.3 Foundation Examination

ITIL ® v. 3 Foundation Examination:

Sample Paper B, version 3.0

Multiple Choice

Instructions

All 40 questions should be attempted.

There are no trick questions.

All answers are to be marked on the original examination paper.

Please use a pen to mark your answers with either a 9 or x .

You have 1 hour to complete this paper.

You must get 26 or more correct to pass.

Candidate Number: ......................................................

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries

The Swirl logo™ is a Trade Mark of the Office of Government Commerce

ITILv3FoundationSampleB_v3.0.doc

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Page 1

1 Input from which processes could be considered by Service Level Management

when negotiating Service Level Agreements (SLA)?

a) All other ITIL processes

b) Capacity and Availability Management only

c) Incident and Problem Management only

d) Change and Release and Deployment Management only

2 Which of the following statements about a standard change is INCORRECT?

a) A standard change is one for which the approach is pre-authorized by Change

Management

b) Each standard change is granted by the nominated authority for that change

c) Standard changes are usually low risk and well understood

d) Standard changes are only raised using the Request Fulfilment process

3 Which of these 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 minimize 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

c) The 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.

4 Which of the following statements is CORRECT about patterns of demand generated

by the customer's business?

a) 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

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ITILv3FoundationSampleB_v3.0.doc

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Page 2

5 Facilities Management refers to?

a) The Management of IT services that are viewed as "utilities", such as printers

or network access

b) Advice and guidance to IT Operations on methodology and tools for managing

IT Services

c) The Management of the physical IT environment such as a Data Center

d) The procurement and maintenance of tools that are used by IT Operations staff

to maintain the infrastructure

6 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

7 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 Which statements about Key Performance Indicators (KPIs) and Metrics are

CORRECT?

1. Service metrics measure the end-to-end service

2. KPIs should relate to a Critical Success Factor

3. Continual Service Improvement (CSI) uses process metrics to identify

improvement opportunities

4. KPIs can be both qualitative and quantitative

a) 1 only

b) 2 and 3 only

c) 1, 2 and 4 only

d) All of the Above

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ITILv3FoundationSampleB_v3.0.doc

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Page 3

9 What is described by the following statement? "Maintains relationships between all

service components and any related incidents, problems, known errors, change and

release documentation"

a) The Capacity Plan

b) The Definitive Media Library

c) The Configuration Management System

d) A Service Level Agreement

10 Which of the following statements about a Definitive Media Library (DML) are

CORRECT?

1. The DML includes a physical store

2. The DML holds definitive hardware spares

3. The DML includes master copies of controlled documentation

a) All of the above

b) 1 and 2 only

c) 2 and 3 only

d) 1 and 3 only

11 Which of the following statements are correct?

1. Problem Management can support the Service Desk by providing Known Errors

to speed up incident resolution

2. Problem Management provides information to Service Level Management about

the impact of changes

a) 1 only

b) 2 only

c) Both of the Above

d) Neither of the Above

12 Incident Management provides 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

d) Contributing to the reduction of impact of service outages

This document is not to be re-produced or re-sold without express permission from The APM Group Limited

ITILv3FoundationSampleB_v3.0.doc

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Owner – Chief Examiner

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