Questions.pdf

The ITIL ® v.3. Foundation Examination

ITIL ® v. 3 Foundation Examination:

Sample Paper 3, 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, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the

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ITILv3FoundationSample3_v3.0 – 07 August 2007

Version 3.0 (Live)

Owner – Nikki Kelly

Page 1

1 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

utilisation of resources

c) Levels of testing required to deliver a Service Capability

d) The business perspective as perceived by the customer and the user of

services

2 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

c) Defining the Operational Level Agreements for the technical teams

d) Diagnosis of, and recovery from technical failures

3 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

4 What is the role of the Emergency Change Advisory Board (ECAB)?

a) To assist the Change Manager in ensuring that no urgent Changes are made

during particularly volatile business periods

b) To assist the Change Manager in implementing Emergency Changes

c) To assist the Change Manager in evaluating Emergency Changes and to

decide whether the Change should be approved

d) To assist the Change Manager in speeding up the Emergency Change

Process so that no unacceptable delays occur

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

ITILv3FoundationSample3_v3.0 – 07 August 2007

Version 3.0 (Live)

Owner – Nikki Kelly

Page 2

5 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

6 Operations Control refers to?

a) The managers of the Technical and Applications Management functions

b) 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

7 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

8 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

d) For later comparison

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

ITILv3FoundationSample3_v3.0 – 07 August 2007

Version 3.0 (Live)

Owner – Nikki Kelly

Page 3

9 Which of these is the CORRECT description of normal service operation?

a) The service is operating in the way it usually does when there hasn't been an

incident

b) The service is providing all functionality and performance that the business

wants

c) 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

10 Which of the following BEST describes the purpose of Event Management?

a) The 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

11 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

d) To ensure that service availability matches or exceeds the agreed needs of the

business

12 Defining the functional requirements for a new service is part of:

a) Service Operation: Application Management

b) Service Strategy: Service Portfolio Management

c) Service Design: Design the technology architecture

d) Service Design: Design the service solutions

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

ITILv3FoundationSample3_v3.0 – 07 August 2007

Version 3.0 (Live)

Owner – Nikki Kelly

Page 4

13 Which of the following are characteristics of every process?

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

c) 1, 3, 4 and 5 only

d) All of the above

14 Which of the following is NOT one of the ITIL core publications?

a) Service Optimisation

b) Service Transition

c) Service Design

d) Service Strategy

15 There are 7 different sourcing strategies that a company can use. What is the newest

form of outsourcing?

a) Knowledge Process Outsourcing

b) Partnership or multi-sourcing

c) Business Process Outsourcing (BPO)

d) Application Service Provision

16 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

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

ITILv3FoundationSample3_v3.0 – 07 August 2007

Version 3.0 (Live)

Owner – Nikki Kelly

Page 5

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