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Specimen questions 3.0
Foundation Certificate in IT Service Management
A number of possible answers, indicated by capital letters, are given for each multiple-
choice question. Only one of these answers is correct.
The maximum number of points that can be scored is 40. Each correct answer gives one
point. A score of 26 points or more means you have passed. In all other cases you will
have failed.
Contents
Introduction.............................................................................................................................................. 2
Specimen questions ............................................................................................................................... 3
Answers ................................................................................................................................................... 13
Introduction
Place in the qualification structure
This is the sample examination for the Foundation Certificate in IT Service Management
(ITIL Foundation).
Each question in this sample examination is multiple choice, with only one correct
answer.
Examination requirement
1. General questions
2. ITIL processes:
• Service Desk (Incident Management)
• Problem Management
• Change Management
• Configuration Management
• Release Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Financial Management for IT
Services
• Security Management
Time
You have 60 minutes to complete this examination.
Examination scoring
Each correct answer earns 1 point, for a maximum possible score of 40 points. A score
of 26 points or more is considered a passing grade.
Specimen questions
1 Which three data items are required to describe a process?
A What is a procedure? How does the information flow proceed? What are the
responsibilities of the persons involved?
B What is the procedure? Who are involved in the process? What are their tasks?
C What is the objective? What are the activities? What are the results of these activities?
D What is the objective? What measures are available? What authorities do the involved
persons have?
2 Hardware, system and application software and data communication facilities are part of the
IT infrastructure. What other components can be seen as part of the IT infrastructure?
1. Procedures.
2. Documentation.
3. Staff.
A 1 and 2.
B 1 and 3.
C 2 and 3.
D 1, 2 and 3.
3 A user calls the Service Desk with the complaint that when using a specific application an
error occurs consistently, which results in a disconnection from the network.
4 A user of a network informs the Service Desk that he has experienced a number of problems
while storing files. Consistently a message appears that there is insufficient disk space
available. He says he informed the Service Desk several times about this error. He now asks
for more disk space to be made available to him, so this problem will no longer occur.
6 A user receives a new PC, which is connected to the network. His old PC will be installed as
the print server for the local network.
7 A number of PC's will be installed in the near future. The question arises within the IT
organisation what is and what is not the responsibility of Configuration Management.
9 A user calls with the complaint that the screen does not come to life, when the PC is
switched on. He suggests that the monitor may be broken.
10 In order to solve a problem, which occurs when making back- back- ups in the network, a
completely new disk unit needs to be installed and procedures for making back-
back-ups need to
be revised.
Which process must give formal approval for the execution of these
adjustments?
A Configuration Management.
B Network Management.
C Problem Management.
D Change Management.
11 The IT manager of an insurance company asks Problem Management for a compact report
on disruptions that have occurred during the past month. The insurance company's
company's General
Management has notified the IT manager that many complaints have been received from
clients.
What type of report will Problem Management best provide General Management in order to
give an insight in the functioning of the computer centre in relation to user complaints?
A A report on the cause and the number of disruptions the clients complained about.
B A report of incidents, problems and detected errors.
C A report of the new incidents, problems and detected high impact errors.
D An overview of all known incidents and problems.
13 All attributes of the IT infrastructure are, after a complete stock take, recorded in a
Configuration Management database (CMDB).
17 At an insurance company the local network as well as all PC's fail due to a power disruption.
As a result of this the client acceptance system and the claims
claims registration system are
unavailable. After an hour the power disruption is solved and the situation as it was before
the power failure is restored.
Within which process must formal permission be given for such a modification?
A Configuration Management.
B Capacity Management.
C Release Management.
D Change Management.
22 Which process is responsible for giving staff, who have forgotten their password, the
opportunity to choose a new password?
A Configuration Management.
B Incident Management.
C Change Management.
D Availability Management.
23 Why is it necessary that Service Desk staff have an insight in the various groups of users on
the one hand and services delivered by the computer department on the other?
A An incident reported by a user can be resolved more quickly by Incident Management.
B The IT services then can be better adjusted to the individual requirements of the user.
C It ensures tha Incident Management can prevent certain incidents to occur at the
users.
D All of the above mentioned reasons are correct.
2. An incident has a low impact if it only causes a minor deviation from the
normal level of service delivery.
26 What is the main reason to register a problem as soon as it has been identified?
A This improves the determination of priorities in problem resolution.
B This enables a faster incident resolution.
C This enables the progress control on problem resolution.
D This provides information about weak components in the infrastructure.
27 Why does one always progress to classifying the problem after identification of a problem?
problem?
A Because it is important to have insight in the frequency with which the problem occurs.
B Because it is important to be able to trace the manner in which the problem has been
resolved.
C Because one obtains an insight in the problem's consequences for the service delivery.
D Because through that one can determine the priority for solving the problem.
29 Because of the planned installation of new software releases the network server needs to be
upgraded.
Which process is responsible for execution of a research into the required disk
space on the network server?
A Capacity Management.
B Network Management.
C Availability Management.
D Service Level Management.
30 Release Management will soon want to install a new application on the network server, but
will need information on the server's capacity for this.
2. A service level agreement (SLA) guarantees the users the most important
applications will always be available.
32 Clear agreements have been made with a user on the amount of disk space available to him
on the network server for storing "own" data.
Which process is responsible for ensuring this disk space is really available?
A Availability Management.
B Capacity Management.
C Network Management.
D Release Management.
33 To make a start with charging out the use of the IT infrastructure, it is decided to at least
charge the connection
con nection time in the network to the users.
2. One of the conditions for charge out of the costs is that the performance units are
recognisable and can be verified by the users.
1. For the definition of the impact codes it is necessary to have an insight in the
manner in which the IT services are built and how supportive they are of the
business processes.
2. The criteria of the impact assessment will be recorded in consultation with the
organisation.
3. When assessing the impact the relationships between the various components in the
infrastructure play an important role.
38 When a disruption is reported, it is important that the IT service will be restored with minimal
consequence for the user.
To make this happen is the task of specifically........
A Configuration Management.
B Incident Management.
C Problem Management.
D Customer Liaison Management.
39 In an organisation you work at the Service Desk. A user calls to report that his or her
terminal does not function.
This is a......
E Incident.
F Known error.
G Problem.
H Proposal for change.
Answers
Marking guidelines
Examination result
The maximum number of points that can be scored is 40. Each
correct answer gives one point. A score of 26 points or more means
you have passed. In all other cases you will have failed.
1 C 21 D
2 A 22 B
3 C 23 D
4 A 24 B
5 D 25 D
6 A 26 C
7 B 27 C
8 D 28 A
9 D 29 A
10 D 30 B
11 B 31 A
12 A 32 B
13 B 33 C
14 B 34 C
15 D 35 C
16 C 36 C
17 B 37 D
18 B 38 B
19 C 39 A
20 D 40 B