ITIL V3 foundation Practice Paper

1. The ITIL V3 core is best described as? a) An Operations Lifecycle b) An IT Management Lifecycle c) A Service Lifecycle d) An Infrastructure Lifecycle 2. Which of the following best means Combination of Internal & External Sourcing? a) Internal Sourcing b) External Sourcing c) Co-Sourcing d) Managed Services 3. Which of the following Roles is responsible for identifying opportunities for improvement? 1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner a) 1 and 2 only b) 1 and 3 only c) All of the above d) 2 and 3 only 4. Which of the following CANNOT be stored and managed by a tool? a) Knowledge b) Information c) Wisdom

d) Data 5. Learning and improvement is the primary concern of which of the following elements 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) Service Operation and Continual Service Improvement d) Continual Service Improvement 6. The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested? a) Configuration Management b) Incident Management c) Problem Management d) Release Management 7. Which of the following is the most appropriate approach to carrying out Service Operations? a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure. b) Service Operations should maintain a balance between an internal IT view and an external business view c) The external business view is most important as Service Operations is the place where value is realized 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 8. The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes: How many times should each stage of the cycle be visited?

a) There should be a single Plan and Do, and then Check and Act should be carried out multiple times to Implement Continual Improvement b) Each stage should be carried out once in the order Plan-Do-Check-Act c) The entire cycle should be repeated multiple times to Implement Continual Improvement d) There should be a single %n. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement

9. How does an organization use Resources and Capabilities in creating value? a) They are used to create value in the form of output for production management b) They are used to create value in the form of goods and services c) They are used to create value to the IT organization for Service Support d) They are used to create value to the IT organization for Service Delivery 10. Which of the following is the process rather than a department? a) Application Management b) Operations Management c) Service Desk d) Availability Management 11. In which core publication can you find detailed descriptions of the following? 1. Service Portfolio Management 2. Demand Management 3. Financial Management a) Service Operations b) Service Strategy

c) Service Transition d) Continual Service Improvement 12. Which of the following may be defined in a process? 1. Roles 2. Activities 3. Functions 4. Guidelines 5. Standards 6. Governance Framework a) 1, 2, 3 and 5 only b) All of the above c) 1, 2, 5 and 6 only d) 1, 2, 4, and 5 only 13. Which of the following statements BEST describes the role of Communication during Service Operation? a) Communication is defined as part of all processes and is executed in Service Operation b) Communication is a separate process that needs to be defined and executed with Service Operation c) Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle d) Communication is more important in Service Operation than in any other stage of the Service Lifecycle 14. A Process owner is responsible for which of the following? a) Purchasing tools to support the Process b) Ensuring that targets specified in an SLA are met

c) Carrying out activities defined in the Process d) Monitoring and improving the Process

15. Demand Management is primarily used to? a) Increase customer value b) Eliminate excess capacity needs c) Increase the value of IT d) Align business with IT cost 16. Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model? a) Facilitates clear communication and workflow practice across all parties involved in the CSI program b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing c) Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI d) Provides a clear focus for matching the CSI processes to financial planning 17. Which of the following are objectives of the Release and Deployment Management process? 1. To ensure there are clear release and deployment plans 2. To ensure that skills and knowledge are transferred to operations and support staff 3. To ensure there is minimal unpredicted impact on production services 4. To provide cost justifiable IT capacity that is matched to the needs of the business a) 1, 2 and 3 only b) All of the above

c) 1 and 3 only d) 1, 3 and 4 only 18. Which of the following questions is NOT answered by Service Portfolio Management? a) How should our resources and capabilities be allocated? b) What opportunities are there in the market? c) Why should a customer buy these services? d) What are the pricing or chargeback models? 19. A Service Provider is? a) An organization supplying services to one or more external customers b) An organization supplying services to one or more internal customers or external customers c) An organization supplying services to one or more internal customers d) An organization supplying IT services 20. Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services? a) Capacity Management b) Change Management c) Configuration Management d) Financial Management for IT services 21. The Design Manager Is responsible for the overall coordination and deployment of quality solution designs for services and processes. Which of the following are NOT responsibilities included in this role? a) Produce and maintain all necessary Service Transition Packages

b) Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization c) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced d) Measuring the effectiveness and efficiency of the Service Design and supporting processes 22. Of which ITIL process are Reliability, Serviceability and Maintainability components? a)IT Service Continuity Management b) Service Level Management c) Problem Management d) Availability Management 23. What aspects would you not expect to see in a Service Level report designed for the customer? a) The average utilization level of the Service Desk b) The level of availability realized and the time not available per period c) The percentage of incidents that was resolved within the target d) The successful and reverted Changes during a specific period 24. Availability Management is responsible for availability of? a) Services and Resources b) Services and Business Processes c) Resources and Business Processes d) Services, Resources and Business Processes 25. What is the difference between a process and a project?

a) A process is continuous and has no end date, whereas a project has a finite lifespan. b) A project is continuous and has no end date, whereas a process has a finite lifespan. c) A process stops when the objective has been achieved, whereas a project does not stop when the objective is met. d) In a project the focus is not on the result, whereas with a process the result is important 26. Which of the following is the correct set of steps for the Continual Service improvement (CSI) Model? a) Devise a strategy; Design the solution; Transition into production; Operate the Solution; continually improve b) Where do we want to be?; How do we get there?; How do we check we arrived; How do we keep the momentum going? c) Identifies the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; improve the solution d) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going? 27. What is the meaning of the term Serviceability? a) The degree of availability of the IT services that can be offered b) The degree of support that the Service Desk provides to the customer c) The degree to which the provision of IT services can be supported by maintenance contracts d) The degree to which the services agreed in the Service Level Agreement (SLA) are complied with 28. A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that

according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours? a) Availability Management b) Change Management c) Configuration Management d) Service Level Management 29. Application Management is NOT responsible for? a) Documenting and maintaining the technical skills required to manage and support Applications b) Managing applications through their lifecycle c) Assisting in the decision to build or buy new software d) Developing operational functionality required by the business 30. If something cannot be measured, it should not be documented within which of the following? a) The Glossary of Terms b) A Service Level Agreement c) An Incident Management record d) A Configuration Item (CI) 31. What is the purpose of the Request Fulfilment Process? a) Dealing with Service Requests from the users b) Making sure all requests within an IT Organization is fulfilled c) Ensuring fulfilment of Change Requests d) Making sure the Service Level Agreement is met 32. Which of the following statements is CORRECT about good practice? a) It can be used to drive an organization forward

b) It is something that is in wide industry use c) It is always documented in international standards d) It is always based on ITIL 33. Which of the following statements is CORRECT? a)The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) b) The Service Knowledge Management System (SKMS) is part of the CMS c) The KEDB and the CMS form part of the larger SKMS d) The CMS is part of the Configuration Management Data Base (CMDB) 34. Information is regularly exchanged between Problem Management and Change Management. What information is this? a) Known Errors from Problem Management, on the basis of which Change Management can generate Requests for Change (RFCs) b) RFCs resulting from Known Errors c) RFCs from the users that Problem Management passes on to Change Management d) RFCs from the Service Desk that Problem Management passes on to Change Management 35. Which form of outsourcing provides domain based business expertise? a) Application Service Provision b) Business Process Outsourcing c) Knowledge Process Outsourcing d) Co-Sourcing 36. Where are activities documented with the aim of improving an IT service?

a) Service Catalogue b) Service Improvement Program c) Service Level Agreement (SLA) d) Service Quality Plan (SQP) 37. Changes are divided into categories. What criterion defines a category for a change? a) The consequences of the change such as limited, substantial, significant, etc. b) The speed with which the change is made c) The sequence in which the change is made d) The Request for Change number that the change is assigned 38. Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management b) Service Level Management c) Service Portfolio Management d) Contract Management

39. The 7 Step Improvement Process can most accurately be described as? a) The Seven Ps 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

40. 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

Answers
1. 2. 3. 4. 5. 6. 7. 8. 9. C C C C D D B B B 21. 22. 23. 24. 25. 26. 27. 28. 29. B D A A A D C B D

10.D 11. B 12. D 13. C 14. D 15. B 16. D 17. A 18. B 19. B 20. C

30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40.

B A B C B C B A B D C