Free ITIL v.3.

Foundation

Exam Sample Paper 4

You have 1 hour to complete all 40 Questions

You must get 26 or more correct to pass

Compliments of Advance ITSM

www.advanceitsm.com

1 A Service is not very reliable, but when it works it is of great value to the
customer. This combination could be describes as?
a) High Utility and Low Warranty
b) High Utility and High Warranty
c) Low Utility and Low Warranty
d) Low Utility and High Warranty

2 Which role would you MOST expect to be involved in the management of

Underpinning Contracts?
a) Process Manager
b) Service Catalogue Manager
c) Supplier Manager
d) IT Designer / Architect

3 Which of the following models would be MOST useful in helping to define

an organizational structure?
a) Deming Cycle
b) RACI model
c) CSI (Continual Service Improvement) model
d) Service model

4. Which of the following is MOST LIKELY to be managed as a service

request using the Request Fulfilment process?
a) A user calls the Service Desk to order a toner cartridge
b) After a service review, a functionality change is required to an application
c) A manager asks for a change to an existing global security profile
d) Users require testing of an element of the business continuity plan

5. Which of the following statements about Service Asset and

Configuration Management is/are CORRECT?
1. Configuration Items (CIs) may be grouped and managed together
2. Choosing the right CI level is a matter of achieving a balance between
information availability and the right level of control
a) 2 only
b) 1 only
c) All of the above
d) None of the above

6. Which Function would provide staff to monitor events in a Network

Operations Centre ?
a) Technical Management
b) IT Operations Management
c) Service Desk
d) Applications Management

7. In which document will customers initial service targets be documented

before the Service Level Agreement (SLA) is produced ?

a) Pilot Service Level Agreement (PSLA)

b) Service Level Requirements (SLR)
c) Service Catalogue (SC)
d) Operational Level Agreement (OLA)

8. The difference between service metrics and technology metrics is BEST

described as?
a) Service metrics include critical success factors (CSF) and Key Performance
Indicators (KPIs); Technology metrics include availability and capacity

b) Service metrics measure maturity and cost; Technology metrics measure

efficiency and effectiveness

c) Service metrics measure the end to end service; Technology metrics measure
individual components

d) Service metrics measure each of the service management processes; Technology

metrics measure the infrastructure

9. What guidance does ITIL give on the frequency of production of service

reporting?
a) Service reporting intervals should be defined and agreed with the customers

b) Reporting intervals should be set by the service provider

c) Reports should be produced monthly

d) Service reporting intervals must be the same for all services

10. Which of the following is NOT an example of Self-Help capabilities ?

a) Requirement to always call the service desk for service requests
b) Web front-end
c) Menu-driven range of self help and service requests
d) A direct interface into the back end process handling software

11. What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analyzing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of service

12. What process does Demand Management work most closely with?
a) Service Level Management
b) Capacity Management
c) Service Strategy
d) Configuration Management

13. Which of the following is NOT an ITIL recognised Service Desk?

a) Local
b) Virtual
c) Outsourced
d) Centralised

14. In which phase of the service lifecycle would it be decided what

services should be offered and to whom they will be offered?
a) Continual Service Improvement
b) Service Operation
c) Service Design
d) Service Strategy

15. Consider the following statements:

1. A Process should be traceable to a specific trigger
2. A characteristic of the "Process" is that it is performance driven and able to be
measured.
Which of the above statements are CORRECT?
a) 1 only
b) 1 and 2
c) None of the above
d) 2 only

16"Warranty of a service" means?

a) The service is fit for purpose
b) There will be no failures in applications and infrastructure associated with the
service
c) All service-related problems are fixed free of charge for a certain period of time
d) Customers are assured of certain levels of availability, capacity, continuity and.
Security.

17. The three sub-processes of Capacity Management are

a) Business Capacity Management, Service Capacity Management and Component
Capacity Management
b) Supplier Capacity Management, Service Capacity Management and Component
Capacity Management
c) Supplier Capacity Management, Service Capacity Management and Technology
Capacity Management
d) Business Capacity Management, Technology Capacity Management and
Component Capacity Management

18. What is described by the following statement? "Maintains relationships

between all service components and any related incidents, problems,
known errors, change and release documentation"
a) The Capacity Plan
b) The Definitive Media Library
c) The Configuration Management System
d) A Service Level Agreement

19. Which of the following statements about a Change process model is

CORRECT?
a) A Change process model should not be used for emergency changes
b) A Change process model should be constructed when a significant change is
required
c) A Change process model predefines steps that should be taken to handle a
Change in an agreed way
d) Escalation procedures are outside the scope of a Change process model

20. Planning and managing the resources required to deploy a release

into production is a purpose of which part of the Service Lifecycle?
a) Service Operation
b) Service Strategy
c) Service Transition
d) Continual Service Improvement

21. What type of improvement should be achieved by using the Deming

Cycle?
a) Steady, ongoing improvement
b) Rapid, one-off improvement
c) Return on investment within 12 months
d) Quick Wins

22. Gathering data, monitoring performance and assessing metrics in order

to facilitate service improvements are all activities associated with which
part of the service lifecycle?
a) Service Operation
b) Demand Management
c) Service Design
d) Capacity Management

23. Which process is responsible for frequently occurring changes where

risk and cost are low?
a) Access Management
b) Incident Management
c) Release and Deployment Management
d) Request Fulfillment

24. Availability Management is directly responsible for the availability of

which of the following?
a)
b)
c)
d)

IT Services and Components

IT Services and Business Processes
Components and Business Processes
IT Services, Components and Business Processes

25. Which of these statements about Key Performance Indicators (KPIs)

and Metrics are CORRECT?
1. Service metrics measure the end-to-end service
2. Each KPI should relate to a critical success factor
3. Continual Service Improvement (CSI) uses process metrics to identify
improvement opportunities
4. KPIs can be both qualitative and quantitative

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

26. Change management is an important part of ITIL. Using Change

Management, organisations can respond to customer requirements while
maximising value and reducing incidents and disruption. Which type of
body exists to support the authorisation of changes, particularly the
assessment and prioritisation of changes?
a) CAB
b) CMB
c) CAT
d) CAS

27. Which is the first activity of the Continual Service Improvement (CSI)
model?
a) Understand the business vision and objectives
b) Carry out a baseline assessment to understand the current situation
c) Agree on priorities for improvement
d) Create and verify a plan

28. What is the role of Facilities Management?

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

29. Which statement about the Known Error Database (KEDB) is totally
correct?
a) The KEDB is the same database as the Service Knowledge Management System
b) The KEDB should be used during incident diagnosis phase to try to speed up the
resolution process
c) Care should be taken to avoid duplication of records in the KEDB. This can be
done by giving as many technicians as possible access to create new records
d) Access to the KEDB should be limited to the Service Desk

30. Which of the following BEST describes when a known Error record
should be raised?
a) Immediately following the Problem resolution, so a permanent historical record
of all actions is retained in case of a recurrence
b) As soon as a temporary resolution or workaround has been found, regardless of
whether the cause has yet been diagnosed
c) It is inadvisable to set a specific point when a Known Error record must be
raised. It should be done as soon as it becomes useful to do so
d) As soon as it becomes obvious that a quick resolution of the problem will not be
found

31. 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

32. Which phase of the service lifecycle provides a framework for

evaluating service capability and risk profile before and during service
deployment?
a) Service Strategy
b) Continual Service Improvement
c) Service Transition
d) Service Operation

33. What aspects would you not expect to see in a Service Level report
designed for the customer?
a)
b)
c)
d)

The
The
The
The

average utilization level of the Service Desk

level of availability realised and the time not available per period
percentage of incidents that were resolved within the target
successful and reverted Changes during a specific period

34. The BEST definition of an Event is?

a)
b)
c)
d)

An occurrence where a performance threshold has been exceeded and an

agreed Service Level has already been impacted
An occurrence that is significant for the management of the IT
Infrastructure or delivery of services
A known system defect that generates multiple Incident reports
A planned meeting of customers and IT staff to announce a new service
or improvement programme

35. Which of the following is a PRIMARY concern of IT Governance?

a) Measuring and improving the efficiency and effectiveness of processes
b) Ensuring that processes and procedures are correctly followed
c) Reducing the total cost of providing services
d) Ensuring that agreed Service Level Requirements are met

36. IT Service Continuity strategy should be based on?

1. Design of the service metrics
2. Business continuity strategy
3. Business Impact analysis
4. Risk assessment

a)
b)
c)
d)

1,
1,
2,
1,

2 and
2,and
3 and
3 and

4
3
4
4

only
only
only
only

37. Which of the following is a type of Service Level Agreement (SLA)

described in the ITIL Service Design publication?
a)
b)
c)
d)

Priority-based SLA
Technology-based SLA
Location-based SLA
Customer-based SLA

38. 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

39. Which of the following activities are included in Access Management?

1. Verifying the identity of users requesting access to services
2. Setting the rights or privileges of systems to allow access to authorized users
3. Defining security policies for system access
4. Monitoring the availability of systems that users should have access to

a)
b)
c)
d)

2
1
2
1

and
and
and
and

4
3
3
2

only
only
only
only

40. Which of the following is a good way of showing performance against

SLA targets as part of a report?
a)
b)
c)
d)

Service Review
SLAM Chart
CSIP
RFCs against the SLA

Answers for sample paper 4

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