ITIL Practitioner 2015 Question Booklet en SamplePaper1

The ITIL Practitioner Examination
Sample Paper 1
Question Booklet
Multiple Choice
Exam Duration: 1 hour and 45 minutes
Instructions
1. You should attempt all 40 questions. Each question is worth one mark.
2. Mark all answers on the answer sheet provided. Use a pencil (NOT ink pen)
3. You have 1 hour and 45 minutes to complete this paper.
4. This is an open book exam. You can use the ITIL Practitioner Guidance.
5. You can only have access to the ITIL Practitioner Guidance, Question Booklet, the
Scenario Booklet and the Answer Booklet. No other material is allowed.
© AXELOS Limited 2016

Reproduction of this material requires the permission of AXELOS Limited
The swirl logo™ is a trade mark of AXELOS Limited
ITIL® is a registered trade mark of AXELOS Limited
All rights reserved
1
EN_ITIL_PRAC_2015_SamplePaper1_QuestionBk_V2.0
ITIL Practitioner Examination
See page 4 of the Scenario Booklet for additional information. You may need this information to
answer questions 1 to 6.
1. Is the SLA approach planned by DriveYou.com the correct way to apply the ITIL concept of ‘adopt
and adapt’?
a) Yes, because tangible outcomes are the most important element of services and CruiseAlong
Cars’ engineers do not need to get immediate help whenever they have an issue.
b) Yes, because the SLAs will set the expectations and CruiseAlong Cars’ engineers will stop
calling DriveYou.com developers out of hours.
c) No, because SLAs should not be agreed before actual service levels have been measured and
compared to industry averages.
d) No, because DriveYou.com should first focus on understanding CruiseAlong Cars’
requirements and the solution needs to cater for those requirements.
2. Which element of the support service that DriveYou.com provides to CruiseAlong Cars is the MOST
important to improve, and why?
a) Value, because reducing the price of the service will set realistic customer expectations.
b) Outcome, because the software must provide better functionality for the self-driving cars.
c) Cost, because delivering software support out of regular business hours is expensive.
d) Risk, because delays in support request responses can delay the self-driving car project.
3. In which step of the CSI approach should DriveYou.com management approve the investment in
defining SLAs?
a) ‘What is the vision?’

b) ‘How do we keep the momentum going?’
c) ‘Where do we want to be?’
d) ‘How do we get there?’

All rights reserved
2
4. Here is an extract from the completed benefits realization review template, produced after
DriveYou.com made the planned SLA improvements.
Baseline value Expected result Achieved result
Low customer satisfaction Support calls resolved within Support calls resolved in an
an average of 4 hours average of 4.2 hours
Has the template been used correctly, and why/why not?
a) No, because the achieved result is worse than the expected result.
b) Yes, because all the fields address the needs of the customers.
c) No, because the baseline value is a different metric from the results.
d) Yes, because it correctly identifies the actual results of the improvement effort.

All rights reserved
3
5. DriveYou.com carried out a gap analysis, which revealed that the goals and strategy of the
improvement support their organization’s vision. There is also a positive attitude among their
developers towards providing CruiseAlong Cars engineers with a good service.
During the ‘where do we want to be?’ step, what other questions should DriveYou.com ask in order
to compare the current state with the desired state?
Question
1 Will our service management toolset allow us to effectively measure and report on SLAs?
2 Does our vision and mission statement for service level management support
DriveYou.com’s company culture?
3 Is our current skillset sufficient to run an effective service level management process?
4 Are event management and incident management sufficiently mature to provide inputs to
our service level management process?
5 Are DriveYou.com engineers sufficiently committed to the initiative to ensure it works?
a) 1, 2 and 3.
b) 1, 3 and 4.
c) 1, 4 and 5.
d) 2, 4 and 5.
6. DriveYou.com is defining an iterative approach to improving the support service; however

CruiseAlong Cars wants the improvements to be made all at once.
What is the BEST way to proceed, taking into consideration the guiding principles?
a) Proceed with the first iteration so that CruiseAlong Cars will experience better service quickly.
b) Encourage CruiseAlong Cars to allow the first iteration to be done as a proof of concept.
c) Instead of using an iterative approach, make the improvements the way that CruiseAlong Cars
wants.
d) Document all iterations before starting so that CruiseAlong Cars will be comfortable with the
project.

All rights reserved
4
7. What impact does OCM have on an improvement initiative?
a) It helps to create a sense of urgency for changes.

b) It provides tools to evaluate organizational needs.
c) It contributes to the organization’s vision statement.
d) It defines and measures stakeholder value.
8. Which BEST describes resistance management?
a) Checking that people have not reverted to old ways of working and that the desired state is still
being maintained.
b) Finding out where people are on their change journey and using tactics to help them transition.
c) Analyzing stakeholders to work out their power, influence and interest in the improvement
initiative.
d) Identifying sponsors for the improvement initiative and creating a sponsor diagram.

All rights reserved
5
9. This is an extract from a stakeholder analysis worksheet:
Stakeholder(s) Interest Power / Observations /

(How does the Influence / comments
initiative impact the Impact
stakeholder?) (on the initiative)
(H/M/L) (H/M/L)
1 DriveYou.com Will need change in

L H
researchers behaviours
2 DriveYou.com Required by CruiseAlong

research manager M H Cars to make change
happen
3 DriveYou.com Project managers provide

project managers M M the researchers with work
to be carried out
4 CruiseAlong Cars They have initiated the

L L
owners improvement
Which of the rows have been entered correctly?
a) 1 and 2.
b) 2 and 3.
c) 3 and 4.
d) 1 and 4.

All rights reserved
6
10. The consultant needs to create a sense of urgency to change the way that the researchers work.
Which action would contribute MOST to achieving this?
a) DriveYou.com management should warn researchers about the risk of losing data to
competitors through unauthorized access.
b) DriveYou.com management should inform researchers about the potential loss of funding,
brand and reputation if the situation is allowed to continue.
c) DriveYou.com management should send an email to researchers to emphasize that senior
management has sponsored this change initiative.
d) The consultant should organize a meeting with DriveYou.com owners and researchers to
understand the researchers’ concerns and address them.
11. One research team has voiced concerns that the proposed DMS solution does not support their
needs, and has suggested alternative solutions.
Which is the BEST action to take next?
a) Speak to other research teams to identify if they also have issues with the proposed solution.
b) Consider the suggestions as this is the only research team raising concerns about the solution.
c) Persuade the research team that due to the urgency, they need to accept the proposed solution
without changes.
d) Allow that research team to continue using the old solution while transitioning all other research
teams.

All rights reserved
7
12. The new DMS has been implemented and has been running for a pilot period.
Which two activities would BEST help to determine whether requirements have been met?
Activity
1 Ask CruiseAlong Cars if they are satisfied with the improvement
2 Gather feedback via a survey with selected research teams
3 Ask project managers of all research teams if the DMS is working well
4 Review metrics and monitoring regarding document version conflicts and access
control
a) 1 and 2.
b) 2 and 3.
c) 3 and 4.
d) 1 and 4.

All rights reserved
8
13. The IT director has decided to use a balanced scorecard to help define metrics and measurement,
so that similar data will be collected in each country.
Which is the BEST set of high level CSFs for this purpose?
CSF
1 Cost effective provision of IT services
2 High levels of customer satisfaction
3 Meet all agreed service targets
4 Effective ITSM processes
5 Effective use of technology
6 Effective staff development
a) 1, 2, 3 and 5.
b) 1, 2, 4 and 6.
c) 1, 3, 4 and 5.
d) 3, 4, 5 and 6.
14. The IT director has decided that services for executives when they are travelling (‘roaming’) must be
improved.
Which KPI is BEST to support this CSF?
a) Cost of providing services to roaming executives is reduced by 15% over six months.
b) Customer satisfaction for roaming executives is increased by 25% over a year.
c) Connectivity services for roaming executives have greater than 99.9% availability.
d) Resolution time for incidents for roaming executives is reduced by 20% over a year.

All rights reserved
9
15. The IT director has decided that one CSF for the consolidation will be “The service desk operates
effectively”.
Which set of KPIs provides the BEST balanced view of service desk effectiveness?
KPI
1 At least 80% average customer satisfaction rating on call closure
2 90% of P1 incidents are resolved within 4 hours
3 70% of incidents are resolved without escalation
4 At least one improvement from the service desk CSI register is

completed every month
5 90% of phone calls to the service desk are answered within 30 seconds
a) 1, 2 and 3.
b) 1, 2 and 5.
c) 1, 3 and 4.
d) 3, 4 and 5.
16. The IT director has commissioned an assessment to compare the quality of services offered in each
country. This will help IT management to decide what approach to adopt when consolidating the
services.
What output is MOST relevant to this assessment?
a) Gap analysis comparing each country to a baseline.

b) Process maturity of key processes in each country.
c) SLA achievements against the SLA in each country.
d) SWOT analysis identifying issues in each country.

All rights reserved
10
17. A project has been initiated to consolidate the IT services, and the project manager is planning how
they will manage this. The project manager is designing a monthly report for IT leaders in each
country.
What information is MOST important to include in this report, and why?
MOST important information Why
a) Information about planned service changes To direct local actions needed to support
the project
b) Information about planned service changes To validate that the consolidation project
is on track
c) Information comparing progress to date to

To justify investment in the project
planned milestones
d) Information comparing progress to date to

To support local intervention
planned milestones
18. What must the IT team do before it can re-design metrics and reporting for the standardized
services?
Activity
1 Understand how services are currently being measured
2 Define the information needed for operation of the services
3 Document the current service performance levels achieved
4 Discover how current reports are used in practice
a) 1 and 2.
b) 2 and 3.
c) 3 and 4.
d) 1 and 4.

All rights reserved
11
19. CruiseAlong Cars has identified new SMART metrics and reporting for the consolidated services,
however the time and money needed to implement most of these may not be available.
What is the BEST step to take next?
a) Use a business case showing the ROI to gain management approval for the improved metrics
and reporting.
b) Identify improved metrics and reporting that can be achieved without extra investment and
create a project to implement this.
c) Make quick improvements to metrics and reporting as part of an incremental approach to reach
the desired state.
d) Carry out a new assessment of metrics and reporting to identify if existing functionality could be
sufficient.
20. CruiseAlong Cars has carried out an assessment of metrics and reporting in the different countries.
They have identified three countries where the existing metrics and reports are useful, however the
metrics and reports used in each of the three countries are different.
Which is the BEST way to proceed?
a) Allow each country to choose one of the three identified approaches to metrics and reporting, to
provide the best solution for each country. Do not allow countries to make local changes to
these reports.
b) Compare the approaches used in the three countries and choose the best of these to be rolled
out to all countries, to ensure best practice is replicated. Do not allow countries to make local
changes.
c) Let each country create the best metrics and reporting approach for their needs, possibly using
one of the three approaches as a starting point. Allow each country to use a different report to
meet local needs.
d) Create a new worldwide set of metrics and reporting based on analysis of the three approaches
to ensure compatible worldwide practice. Allow each country to add to these standard reports if
necessary.

All rights reserved
12
21. A GCITS employee sends an email to a DriveYou.com researcher and follows up with a phone call
to make sure everything has been understood.
Which is the MAIN communication principle that is being followed?
a) ‘Communication is a two way process’.

b) ‘We’re all communicating, all the time’.
c) ‘Timing and frequency matter’.
d) ‘The message is in the medium’.
22. Which is an example of the communication principle ‘timing and frequency matter’?
a) Including graphs and charts in meeting minutes.

b) Confirming information has been understood.
c) Sending an agenda before every meeting.
d) Copying information to multiple contacts.
23. Which is the MOST important reason for using a workshop and meeting action plan?
a) To plan actions that have been agreed at a workshop or meeting.

b) To ensure the agenda is suitable.
c) To plan the logistics of a workshop or meeting.
d) To ensure that minutes are created.

All rights reserved
13
24. A business case is required to justify the investment in the network upgrade.
Who is the BEST person to write this business case, and why?
BEST person Why
a) The DriveYou.com supplier manager Because this person received the

notification from GCITS
b) The owner of the impacted DriveYou.com Because this person understands the
IT services risks and benefits
c) The CIO at CruiseAlong Cars Because this company owns 51% of

DriveYou.com
d) The relationship manager at GCITS Because this person understands the

technical issues affecting the network
25. On the DriveYou.com stakeholder communication plan for this network upgrade, which stakeholder
is likely to require the MOST frequent communication and which stakeholder requires ONLY email
notifications?
MOST frequent communication ONLY email notifications
a) Network engineer at NSDoT Service desk at GCITS
b) CIO at DriveYou.com Service manager at NSDoT
c) Supplier manager at DriveYou.com Network engineer at NSDoT
d) Network engineer at GCITS IT service owner at DriveYou.com

All rights reserved
14
26. DriveYou.com has decided to increase network bandwidth.
In order to finalize the technical approach, how does the IT service owner need to communicate?
a) By running a teleconference with the technical teams to establish a shared vision.

b) By sending the business case to the CIO to obtain initial technical approval.
c) By submitting a report to the service manager with details of the technical requirements.
d) By holding a workshop to consult with technical stakeholders on the solution design.
27. DriveYou.com discovers that some of the increased usage of bandwidth has been caused by
inefficient practices at the UoB and arranges an educational briefing to explain the issue to UoB
staff.
At the end of the session, what is the BEST way for DriveYou.com to ensure that the changes
required are understood and agreed?
a) By sending UoB staff an email after the session highlighting inefficient practices, and
requesting confirmation of receipt.
b) By providing UoB staff with instructions on data usage, and asking for confirmation that they
accept them.
c) By giving UoB staff meeting notes immediately after the session detailing data requirements,
and recording who attended.
d) By instructing UoB line managers to implement the required changes quickly, and asking for
regular updates.

All rights reserved
15
28. The increased bandwidth has been operating for 6 months. DriveYou.com plans to meet with the
UoB and GCITS to review the outcomes.
What key items need to be communicated in order to demonstrate improvements, and how should
they be presented?
How items should be

Key items to be communicated
presented
a) Cost analysis and system performance data As an overview slide
b) Incident volumes and capacity planning data As a management report
c) Process maturity and service reliability data As an overview slide
d) System availability and SLA performance data As a management report
29. What is the BEST way for DriveYou.com to address the situation using the concept of ‘adopt and
adapt’?
a) They should follow ITIL guidance on the release and deployment process, in order to show that
they are following accepted best practices.
b) They should make small adjustments to their existing change management and release
management practices, to address the documented deficiencies.
c) They should refer to ITIL guidance, to gather ideas for improving their practices and prioritize
improvements based on the severity of associated audit issues.
d) They should follow ITIL guidance closely on the processes related to the audit deficiencies, in
order to plan and implement sustainable improvements.

All rights reserved
16
30. Creating ITSM capabilities has been identified as a potential solution to address the deficiencies.
DriveYou.com is analyzing the elements of their service.
Which statement BEST describes what the service is, who the customer is, and what the outcome
is?
a) DriveYou.com is delivering software development services to CruiseAlong Cars and the desired
outcome is software for the driverless cars.
b) DriveYou.com is delivering compliant transportation services to the NSDoT and the desired
outcome is to pass regulatory audits.
c) A DriveYou.com development team is delivering software development services to vehicle
testers and the desired outcome is test-ready vehicles.
d) As the software delivery and use is internal to DriveYou.com, there are no customers and the
desired outcome is a holistic service.
31. Which statement BEST describes the importance of an output to a step in the CSI approach?
a) A completed orientation worksheet is important to ‘what is the vision?’ because reviewing all
proposed improvements will prevent duplicate improvements being made.
b) A completed orientation worksheet is important to answering ‘what is the vision?’ because it
clarifies the context in which the improvement will be made.
c) A completed benefits realization review template is important to ‘did we get there?’ because the
organization needs to know that the work is complete.
d) A completed benefits realization review template is important to ‘did we get there?’ because
this will control what improvements are done first.
32. What improvements are MOST LIKELY to be included in a single CSI register?
a) Only improvement opportunities that would help resolve the audit deficiencies.
b) Only improvement opportunities for the development team that failed the audit.
c) Any improvement opportunities for any aspect of DriveYou.com IT.
d) Any improvement opportunities for any aspect of DriveYou.com IT and CruiseAlong Cars IT.

Reproduction of this material requires the permission of AXELOS Limited.
All rights reserved.
17
33. What action should be taken FIRST to address the findings of the audit?
a) Implement ITIL release and deployment management.

b) Review the current approach to see how it can be modified.
c) Engage an auditor with specialist knowledge of the Agile development environment.
d) Design a solution for maintaining the IT environment and updating production software.
34. DriveYou.com believes that their processes and practices are good, but agree that the evidence
required by the auditors is not available.
Assuming DriveYou.com is correct, what is the BEST course of action?
a) Improve stakeholder management to persuade the auditors that the processes are fit for
purpose.
b) Improve metrics and measurement to produce the data needed to demonstrate compliance
with audit requirements.
c) Improve interfaces between processes to ensure processes and practices are fit for purpose for
current and future audits.
d) Improve development practices to respond to the auditors’ requirements in an iterative manner.

18
See page 5 of the Scenario Booklet for additional information. You may need this
information to answer questions 35 to 40.
35. Which statement BEST describes OCM?
a) OCM is a function or team within an organization that performs organizational change activities
such as resistance management.
b) OCM is a set of activities that are applied when a project is initiated within the organization to
drive process improvement.
c) OCM is a capability that moves individuals, teams and organizations from the current state to a
desired future state.
d) OCM is a process applied when a major change is taking place within the organization to
ensure everyone has training.
36. What is the MAIN value of stakeholder planning?
a) It helps to categorize the stakeholders that will be impacted by an improvement initiative.

b) It helps to identify the stakeholders required to act as sponsors for an improvement initiative.
c) It helps to ensure effective communication with stakeholders for an improvement initiative.
d) It helps to provide accurate data on all the stakeholders for an improvement initiative.

19
37. In a sponsor diagram for the service desk consolidation at the UoB, who is MOST likely to be the
AUTHORIZING sponsor?
a) IT Operations Manager.
b) Head of Administrative Services.
c) Head of Library Services.
d) Head of IT.
38. The service desk consolidation project requires the support of analysts from both service desks.
Which is the BEST way to gain the support of the service desk staff at the start of the improvement
initiative?
a) The authorizing sponsor should chair a meeting with the service desk managers to warn them
of the possible negative effects if the project is not implemented. The service desk managers
should then communicate this message to their staff.
b) Workshops should be organized for service desk staff and student representatives. The
authorizing sponsor should highlight the benefits and opportunities of consolidation, and the
risks of not consolidating.
c) The authorizing sponsor should host separate webinars with each service desk to talk about
the benefits of the project and the potential for outsourcing if the consolidation is not successful.
d) The primary stakeholders in the consolidation should be identified. The authorizing sponsor
should meet with them to identify people’s likely reactions to the initiative, and reflect these in
the stakeholder communication plan.

20
39. The university needs to perform a training needs analysis as part of the project implementation.
Which is the BEST approach to take?
a) Before starting the project, survey IT staff and customers and review staff training records, to
determine areas of weakness. Then create a training plan and matrix.
b) During the project, examine IT staff training records and interview individuals to determine
areas of weakness. Then create a training plan and matrix.
c) Send all service desk staff on ITIL foundation training courses. Then analyze training records to
produce a training plan and matrix based on the needs of the project.
d) Invite tool vendors for the consolidated service desk to provide recommendations based on
their experience with similar customers. Then create a training plan and matrix.
40. It is likely that the UoB will meet some resistance to change, both from IT staff and customers of the
service desks.
What is the BEST way, initially, to identify any potential resistance?
a) Provide a web form to all stakeholders so that they can submit feedback anonymously. This will
remove any barriers to giving genuine viewpoints and observations about the transition.
b) Deliver education and training to IT staff, students and academics. This will raise awareness of
the need to change and equip them with the knowledge and skills needed to make the
transition.
c) Set up meetings between the authorizing sponsor and service desk analysts as they are likely
to be the most concerned about the change. This will show them that their issues are being
taken seriously.
d) Provide a comprehensive education programme for IT staff and customers as they may oppose
the change due to a fear of the unknown. Feedback forms after training will provide details of
their concerns.
END OF EXAMINATION

21
This is a blank page

22

ITIL Practitioner 2015 Question Booklet en SamplePaper1

Caricato da

Informazioni sul documento

Copyright

Formati disponibili

Condividi questo documento

Condividi o incorpora il documento

Opzioni di condivisione

Hai trovato utile questo documento?

Questo contenuto è inappropriato?

Copyright:

Formati disponibili

ITIL Practitioner 2015 Question Booklet en SamplePaper1

Caricato da

Copyright:

Formati disponibili

The ITIL Practitioner Examination

Exam Duration: 1 hour and 45 minutes

3. You have 1 hour and 45 minutes to complete this paper.

Scenario Booklet and the Answer Booklet. No other material is allowed.

© AXELOS Limited 2016

a) ‘What is the vision?’

© AXELOS Limited 2016

Baseline value Expected result Achieved result

Has the template been used correctly, and why/why not?

© AXELOS Limited 2016

5 Are DriveYou.com engineers sufficiently committed to the initiative to ensure it works?

6. DriveYou.com is defining an iterative approach to improving the support service; however

© AXELOS Limited 2016

7. What impact does OCM have on an improvement initiative?

a) It helps to create a sense of urgency for changes.

8. Which BEST describes resistance management?

© AXELOS Limited 2016

9. This is an extract from a stakeholder analysis worksheet:

Stakeholder(s) Interest Power / Observations /

1 DriveYou.com Will need change in

2 DriveYou.com Required by CruiseAlong

3 DriveYou.com Project managers provide

4 CruiseAlong Cars They have initiated the

Which of the rows have been entered correctly?

© AXELOS Limited 2016

Which action would contribute MOST to achieving this?

Which is the BEST action to take next?

© AXELOS Limited 2016

1 Ask CruiseAlong Cars if they are satisfied with the improvement

2 Gather feedback via a survey with selected research teams

© AXELOS Limited 2016

1 Cost effective provision of IT services

2 High levels of customer satisfaction

3 Meet all agreed service targets

4 Effective ITSM processes

5 Effective use of technology

6 Effective staff development

Which KPI is BEST to support this CSF?

© AXELOS Limited 2016

1 At least 80% average customer satisfaction rating on call closure

2 90% of P1 incidents are resolved within 4 hours

3 70% of incidents are resolved without escalation

4 At least one improvement from the service desk CSI register is

What output is MOST relevant to this assessment?

a) Gap analysis comparing each country to a baseline.

© AXELOS Limited 2016

What information is MOST important to include in this report, and why?

MOST important information Why

c) Information comparing progress to date to

d) Information comparing progress to date to

1 Understand how services are currently being measured

2 Define the information needed for operation of the services

3 Document the current service performance levels achieved

4 Discover how current reports are used in practice

© AXELOS Limited 2016

What is the BEST step to take next?

Which is the BEST way to proceed?

© AXELOS Limited 2016

Which is the MAIN communication principle that is being followed?

a) ‘Communication is a two way process’.

a) Including graphs and charts in meeting minutes.

a) To plan actions that have been agreed at a workshop or meeting.

© AXELOS Limited 2016

BEST person Why