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Itil v3 Foundation Certification
Itil v3 Foundation Certification
Itil v3 Foundation Certification
Welcome. The new version of ITIL (Information Technology Infrastructure Library) was
launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of IT Service
Management.
The latest version (ITIL V3) is compassed of the five core volumes:
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
Q1. Which of the following is NOT a step in the Continual Service Improvement (CSI)
model?
c) Is there budget?
Answer: C
Answer: A
a) To standardize operation
Answer: D
a) Through testing, to ensure that services are designed to meet business needs
Answer: A
Q5. Which of the following statements is CORRECT about patterns of demand generated
by the customer’s business?
Answer: A
Q6. Which of the following is NOT one of the ITIL core publications?
a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy
Answer: A
b) 1 only
c) 2 only
Answer: C
Q8. Which is the correct sequence of events in the selection of a technology tool?
Answer: D
Q9. Which of the following are the three main types of metrics as defined in Continual
Service Improvement (CSI)?
1. Process Metrics
2. Supplier Metrics
3. Service Metrics
4. Technology Metrics
5. Business Metrics
a) 1, 2 and 3
b) 2, 4 and 5
c) 1, 3 and 4
d) 1, 2 and 4
Answer: C
c) The number of staff that will be assigned to work on the Incident so that it is resolved in
time
d) The escalation path that will be followed to ensure resolution of the incident
Answer: A
Answer: B
Q12. Which are the missing Service Operation processes from the following?
1. Incident Management
2. Problem Management
3. Access Management
4. ?
5. ?
Answer: A
Q13. Which of the following identifies two Service Portfolio components within the Service
Lifecycle?
a) Requirements Portfolio and Service Catalogue
Answer: A
Q14. Which of the following areas would technology help to support during the Service
Design phase of the Lifecycle?
2. Environmental design
3. Process design
4. Data design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
d) 2, 3 and 4 only
Answer: C
Q15. Business drivers and requirements for a new service should be considered during?
Answer: B
Answer: B
b) The path to Service Delivery and Service Support for efficient and effective utilization of
resources
d) The business perspective as perceived by the customer and the user of services
Answer: B
b) Documenting and maintaining the technical skills required to manage and support the
IT infrastructure
Answer: C
a) Incident Management
Answer: B
Q20. Which of the following activities is Service Level Management responsible for?
d) Train service desk on how to deal with customer complaints about service
Answer: C
Q21. When analyzing an outcome for creation of value for customers, what attributes of
the service should be considered?
Answer: B
Q22. Setting policies and objectives is the primary concern of which of the following
elements of the Service Lifecycle?
a) Service Strategy
d) Service Strategy, Service Design, Service Transition, Service Operation and Continual
Service Improvement
Answer: A
Q23. Which of the following BEST describes the purpose of Event Management?
a) The ability to detect events, make sense of them and determine the appropriate control
action
d) The ability to report on the successful delivery of services by checking the uptime of
infrastructure devices
Answer: A
3. CSI provides guidance on the improvement of all phases of the service lifecycle
a) 1 and 2 only
b) 2 only
c) 1, 2 and 3 only
Answer: D
2. They are self-contained units with their own capabilities and resources
a) 1, 2 and 3 only
b) 1, 2 and 4 only
Answer: A
Q26. If an organization is able to become more proactive in its ITSM processes, what is
likely to happen to support costs?
d) They are likely to reduce initially and then gradually return to current level
Answer: C
d) Supplier Management should be involved in all stages of the service lifecycle, from
Strategy through Design and Transition to Operations and Improvement
Answer: A
Q28. Which of the following BEST describes a Local Service Desk structure?
a) A Service Desk that also provides onsite technical support to its users
c) A Service Desk that is situated in the same location as the users it serves
d) A Service Desk that could be in any physical location but uses telecommunications and
IT systems to make it appear that they are in the same location
Answer: C
Q29. What is the role of the Emergency Change Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent changes are made during
particularly volatile business periods
c) To assist the Change Manager in evaluating emergency changes and to decide whether
the change should be approved
d) To assist the Change Manager in speeding up the emergency change process so that no
unacceptable delays occur.
Answer: C
Answer: B
b) To ensure that all targets in Service Level Agreements (SLAs) are met
d) To ensure that service availability matches or exceeds the agreed needs of the business
Answer: D
c) The tools used to monitor and display the status of the IT Infrastructure and
Applications
d) The situation where the Service Desk is required to monitor the status of the
infrastructure when Operators are not available
Answer: B
1. It is measurable
2. It is timely
a) 1, 2, 3 and 4 only
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and 5 only
Answer: C
b) A user calls the Service Desk because they would like to change the functionality of an
application
d) A user logs onto an internal website to download a licensed copy of software from a list
of approved options
Answer: B
a) A definite level of utility and warranty associated with a core service package
c) A description of the value that the customer wants and for which they are willing to pay
d) A document showing the Service Levels achieved during an agreed reporting period
Answer: A
Answer: D
a) Recommending improvements
Answer: A
Answer: D
Q39. What is the CORRECT order of the first four activities in the 7 Step Improvement
Process?
a) Define what you should measure, define what you can measure, gather data and
process data
d) Gather data, process data, define what you should measure and define what you can
measure
Answer: A
Answer: B
a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
Answer: C
Q42. Which aspect of Service Design is missing from the list below?
5. ?
Answer: D
Q43. Which of the following Roles is responsible for identifying opportunities for
improvement?
1. Service Owner
3. Process Owner
a) 1 and 2 only
b) 1 and 3 only
d) 2 and 3 only
Answer: C
Q44. 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
Answer: D
Q45. 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
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
Answer: B
Q46. 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
Answer: D
Q47. 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
Answer: B
Q48. In which core publication can you find detailed descriptions of the following?
2. Demand Management
3. Financial Management
a) Service Operations
b) Service Strategy
c) Service Transition
Answer: B
Q49. Which of the following statements BEST describes the role of Communication during
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
Answer: C
Answer: D
Answer: B
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
d) Provides a clear focus for matching the CSI processes to financial planning
Answer: D
Q53. Which of the following are objectives of the Release and Deployment Management
process?
2. To ensure that skills and knowledge are transferred to operations and support staff
4. To provide cost justifiable IT capacity that is matched to the needs of the business
a) 1, 2 and 3 only
c) 1 and 3 only
d) 1, 3 and 4 only
Answer: A
Q54. Which of the following questions is NOT answered by Service Portfolio Management?
Answer: B
Q55. Which of the following statements are NOT included in Access Management?
a) 2 and 4 only
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only
Answer: A
a) Documenting and maintaining the technical skills required to manage and support
Applications
Answer: D
Q57. If something cannot be measured, it should not be documented within which of the
following?
Answer: B
Answer: A
Q59. Which of the following areas would technology help to support during the Service
Transition phase of the lifecycle?
4. Process Design
a) 1, 2 and 3 only
b) 1, 3 and 4 only
c) 2, 3 and 4 only
Answer: A
Answer: B
a) 1 only
d) 2 only
Answer: B
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
Answer: D
Q63. The objective of Service Asset and Configuration Management is most accurately
described as?
c) To ensure that assets and CIs deliver the business outcomes they were designed to
achieve
d) To define and control the components of services and infrastructure and maintain
accurate configuration records
Answer: D
c) Asset information
Answer: D
d) The procurement and maintenance of tools that are used by IT operations staff to
maintain the infrastructure
Answer: C
Q66. When planning and implementing a Continual Service Improvement (CSI) initiative,
which of the following benefits is LEAST useful in supporting a business case?
a) Reduce technology investment by $5m due to more accurate capacity and performance
modeling processes
b) Reduce support manpower demand by 30% due to automated incident and problem
management processes
c) Improve employee morale and therefore create better relationships between IT and
business units
Answer: C
Q67. Which of the following would NOT be stored in the Definitive Media Library (DML)?
c) Software licenses
Q68. The objective of the Change Management process is most accurately described as?
a) Ensuring that all changes are recorded, managed, tested and implemented in a
controlled manner
c) Ensuring that all changes have appropriate back-out plans in the event of failure
Answer: A
Answer: C
a) The template used to define the Incident logging form used to report Incidents
b) A type of Incident involving a standard (or model) type of Configuration Item (CI)
c) A set of pre-defined steps to be followed when dealing with a known type of Incident
Answer: C
Q71. Which of the following statements CORRECTLY defines Insourcing and Outsourcing
delivery model options?
Answer: A
Q72. Why should monitoring and measuring be used when trying to improve services?
Answer: A
Answer: A
Q74. Which of the following is the CORRECT description of the Four P’s of Service Design?
d) The four major areas that need to be considered in the design of effective Service
Management
Answer: D
1. Service Transition provides guidance on moving new and changed services into
production
a) 1 and 2 only
b) 1 only
d) 1 and 3 only
Answer: C
Q76. Which is the first activity of the Continual Service Improvement (CSI) model?
Answer: B
3. A redundant network segment fails, and the user is not aware of any disruption to
service
b) 1 and 4 only
c) 2 and 3 only
d) None of the above
Answer: A
Q78. Which process reviews Operational Level Agreements (OLAs) on a regular basis?
a) Supplier Management
d) Contract Management
Answer: B
Q79. The 7 Step Improvement Process can most accurately be described as?
d) A process for defining what is to be measured, gathering the data, processing the data
and using it to take corrective action
Answer: D
Q80. The Information Security Policy should be available to which groups of people?