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The ITIL
®
v.3 Foundation Examination
ITIL
®
v.3 Foundation Examination:
Sam
ple Paper
Multiple Choice
Instructions
1. All 40 questions should be attempted.
2. There are no trick questions.
3. All answers are to be marked on the original examination paper.
4. Please use a pen to mark your answers with either a 9 or x .
5. You have 1 hour to complete this paper.
6. You must get 26 or more correct to pass.
P
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1 Why should monitoring and measuring be used when trying to improve services?
a) To validate, direct, justify and intervene
b) To validate, measure, monitor and change
c) To validate, plan, act and improve
d) To validate, assign resources, purchase technology and train people
2 The ITIL core is structured around?
a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
3 Which of the following questions is NOT answered by information in the Service
Portfolio?
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?
4 Functions are BEST described as?
a) A body of knowledge
b) Closed loop systems
c) Self-Contained units of organisations
d) Projects focusing on transformation
5 A benefit of using Service Design tools is?
a) To help ensure that standards and conventions are followed
b) To help ensure that Events are detected as quickly as possible
c) To help enable different applications to work together
d) To help implement architectures that support the business strategy
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6 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) Service Operation and Continual Service Improvement
d) Continual Service Improvement
7 In which core publication can you find detailed descriptions of Service Portfolio
Management, Demand Management and Financial Management?
a) Service Operations
b) Service Strategy
c) Service Transition
d) Continual Service Improvement
8 Which of the following statements about the Service Desk are CORRECT?
1. The Service Desk is a function that provides a means of communication between
IT and its users for all operational issues
2. The Service Desk is always the owner of the Incident Management process
a) 2 only
b) 1 only
c) Both of the above
d) Neither of the above
9 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 functionality required by the business
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10 "If something cannot be measured, it should not be documented" is a principle that
applies to which of the following?
a) The Glossary of Terms
b) A Service Level Agreement (SLA)
c) An Incident Management record
d) A Configuration Item (CI)
11 Which is the first activity of the Continual Service Improvement (CSI) model?
a) Assess the current business situation
b) Understand the vision of the business
c) Agree on priorities for improvement
d) Create and verify a plan
12 Which of the following BEST describes a Workaround?
a) A technician uses a pre-defined technique to restore service as this Incident
has been seen before
b) A technician tries several approaches to solve an Incident. One of them works,
although he does not know why
c) After reporting the Incident to the Service Desk, the user works on alternative
tasks while the problem is identified and resolved
d) A device works intermittently, thus allowing the user to continue working at
degraded levels of performance while the technician resolves the problem
13 An Incident occurs when:
1. A user is unable to access a service during service hours
2. An authorised IT staff member is unable to access a service during service hours
3. A network segment fails and the user is not aware of any disruption to service
4. A user contacts the Service Desk about slow performance of an application
Which of the above statements is CORRECT?
a) All of the above
b) 1 and 4 only
c) 2 and 3 only
d) None of the above
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14 Which of the following benefits would be LEAST useful in supporting a business case
for service improvement?
a) Reduced technology investment by 20% due to more accurate capacity and
performance modelling processes
b) Reduced support manpower demand by 30% due to automated incident and
problem management processes
c) Reduced level of customer complaints due to more effective Service Level
Management
d) Reduced Problem resolution time by half due to improved knowledge
management
15 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
16 Which of the following statements are CORRECT?
1. A Process responds to specific events
2. A process is performance driven and able to be measured
a) 1 only
b) Both of the above
c) Neither of the above
d) 2 only
17 How does an organisation 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 organisation for Service Support
d) They are used to create value to the IT organisation for Service Delivery
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