ITIL V3 Foundation for IT Service Management

Multiple Choice Instructions 1 2 3 4 5 6 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.

Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? a) b) c) d) Insourcing relies on internal resources; outsourcing relies on external organisation(s) resources Insourcing relies on external organisation(s) resources; outsourcing relies on internal resources Insourcing relies on co-sourcing; outsourcing relies on partnerships Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning

2. Learning and Improvement is the PRIMARY concern of which of the following phases 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) d) Service Operation and Continual Service Improvement Continual Service Improvement

Which is the first activity of the Continual Service Improvement (CSI) model?

a) Understand the business objectives b) Carry out a baseline assessment to understand the current situation c) Agree on priorities for improvement d) Create and verify a plan

Which of the following should a Service Catalogue contain?

a) The version information of all software b) The organisational structure of the company c) Asset information d) Details of all operational services

What is the purpose of the Request Fulfilment Process? a) b) c) d) Dealing with Service Requests from the users Making sure all requests within an IT organisation are fulfilled Ensuring fulfilment of Change Requests Making sure the Service Level Agreement (SLA) is met

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Which of the following statements about the Service Desk are CORRECT? A Local Service Desk provides support to the whole organisation from one specific location A Centralised Service Desk supports a single location or service

a) b) c) d)

2 only 1 only Both of the above Neither of the above

Which of the following is the CORRECT sequence of activities for handling an Incident? a) Identification, 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

Which of the following is NOT an example of a Service Request? a) b) A user calls the Service Desk to order a toner cartridge A user calls the Service Desk because they would like to change the functionality of an application c) d) A Manager submits a request for a new employee to be given access to an application A user logs onto an internal web site to download a licensed copy of software from a list of approved options

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Which of the following roles is responsible for identifying opportunities for improvement? Service Owner Continual Service Improvement (CSI) Manager Process Owner

a) 1 and 2 only b) 1 and 3 only c) All of the above d) 2 and 3 only

10 Which of the following is NOT defined as a main metric type by Continual Service Improvement (CSI)? a) Process Metrics b) Service Metrics c) Personnel Metrics d) Technology Metrics

11 Which activities would you expect a service owner to undertake? 1 2 3 4 Representing a specific service across the organization Updating the Configuration Management Database (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 and 4 only d) 1, 3 and 4 only

12 The 7 Step Improvement Process can BEST be described as? a) The Seven P's 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 d) A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action

13 Which of the following is a benefit of using an Incident Model? a) It will make Problems easier to identify and diagnose b) It means known Incident types never recur c) It provides pre-defined steps for handling particular types of Incidents d) It ensures all Incidents are easy to solve

14 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 Centre d) The procurement and maintenance of tools that are used by IT Operations staff to maintain the infrastructure

15 Which of the following statements are CORRECT? 1 2 a) 1 only b) Both of the above c) Neither of the above d) 2 only A Process responds to specific events A process is performance driven and able to be measured

16 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 c) All Customers, Users and IT staff d) Information Security Management staff only

17 The ITIL core is structured around: a) An Operations Lifecycle b) An IT Management Lifecycle c) A Service Lifecycle d) An Infrastructure Lifecycle

18 Which phase of the Service Lifecycle provides a framework for evaluating service capability and risk profile before a service is deployed? a) Service Strategy b) Service Design c) Service Transition d) Service Operation

19 Which of the following statements are CORRECT about Functions? 1 2 3 4 They provide structure and stability to organisations They are self-contained units with their own capabilities and resources They rely on processes for cross-functional coordination and control They are costlier to implement compared to processes

a) 1, 2 and 3 only b) 1, 2 and 4 only c) All of the above d) None of the above

20 Which of the following is an objective of Continual Service Improvement (CSI)? 1 2 3 4 To improve process efficiency and effectiveness To improve services To improve all phases of the Service Lifecycle except Service Strategy To improve standards such as ISO/IEC 20000

a) 1 and 2 only b) 2 only c) 1, 2 and 3 only d) All of the above

21 Which of the following describes the Four Ps of Service Design? a) b) c) d) A process for the design of effective services The Planning, Perspective, Position and People aspects of Service Design Questions that should be asked when reviewing design specifications The People, Partner, Product and Process elements to be considered in the design of services

22 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 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 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.

23 Positive effects on a customer's business outcomes are derived from: a) Capabilities that provide the positive effect of the service and resources that provide the assurance of that effect b) Service Warranty that provides the positive effect of the service and Service Utility that provides assurance of that effect c) Resources that provide the positive effect of the service and capabilities that provide the assurance of that effect d) Service Utility that provides the positive effect of the service and Service Warranty that provides assurance of that effect 24 Which of the following are aims of the Release and Deployment Management process? 1 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

a) b) c) d)

1, 2 and 3 only All of the above 1 and 3 only 1, 3 and 4 only

25 Which of the following would be stored in the Definitive Media Library (DML)? 1 2 3 4 Copies of purchased software Copies of internally developed software Relevant licence documentation The Change Schedule

a) All of the above b) 1 and 2 only c) 2, 3 and 4 only d) 1, 2 and 3 only

26 Which of the following is a Process Owner responsible for? 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 d) Ensuring that the process is performed as documented

27 The wording of a Service Level Agreement (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 c) 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

28 Which of the following is a MAJOR activity of Demand Management? a) Increasing customer value b) Understanding patterns of business activity c) Increasing the value of IT d) Aligning the business with IT cost

29 The goal of Service Asset and Configuration Management is to: a) Account for all the financial assets of the organisation b) Provide a logical model of the IT Infrastructure, 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

30 A technician uses a pre-defined technique to restore service as the Incident has been seen before. This is an example of: a) A Workaround b) A Standard Change c) A Service Capability d) An Alert

31 The RACI model ensures which combination of the following roles are allocated for processes? a) Responsible, Accountable, Consulted, Informed b) Responsible, Achievable, Consulted, Informed c) Realistic, Accountable, Consulted, Informed d) Responsible, Accountable, Corrected, Informed

32 Which of the following is the BEST description of an Operational Level Agreement (OLA)? a) An agreement between an IT Service Provider and another part of the same organisation that assists in the provision of services b) A written agreement between the IT Service Provider and the IT Customer(s) defining key targets and responsibilities of both parties c) d) An agreement between two Service Providers about the levels of Service required by the customer An agreement between a 3rd party Service Desk and the IT customer about fix and response times

33 The Service Design Package should detail all aspects of the service and its requirements through subsequent stages of its Lifecycle. Which of the following are valid elements? 1 Agreed and documented Business Requirements 2 3 A service definition for operations Requirements for new or changed processes Metrics to measure the service

a) 1 only b) 2 and 3 only c) 1, 2 and 4 only d) All of the above

34 Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management b) Service Level Management c) Service Portfolio Management d) Demand Management

35 Which of the following is the BEST example of a benefit that might be obtained by using Service Operation tools? a) To help to design services, ensuring standards and conventions are followed b) To help ensure that Incidents are logged as quickly as possible c) To help enable different scenarios to be modelled d) To help implement Enterprise Architectures

36 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 (OLAs) b) Ensuring that all non-operational service are recorded within the Service Catalogue c) Negotiating and agreeing Service Level Agreement (SLA) d) Assisting with the production and maintenance of an accurate Service Catalogue

37 Which of the following activities are 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

a) b) c) d)

2 and 4 only 1 and 3 only 2 and 3 only 1 and 2 only

38 Which of the following is the most appropriate approach to carrying out Service Operations? a) b) c) 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 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

39 Which of the following are examples of tools that might support the Service Transition phase of the Lifecycle? 1 2 3 4 A tool to store definitive versions of software A workflow tool for managing changes An automated software distribution tool Testing and validation tools

a) b) c) d)

1, 3 and 4 only 1, 2 and 3 only All of the above 2, 3 and 4 only

40 Which of the five major aspects of Service Design is missing from the list below? 1 2 3 4 5 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 ?

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

ANSWER SHEET

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A D A D A D A B C C D D C C B C C C A A

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D C D A D D C B B A A A D B B B D B C D