FitSM® Foundation Examination

Multiple Choice

30 minutes

Instructions
1. All 20 questions should be attempted.
2. All answers are to be marked on the answer grid provided.
3. Please use a pencil and NOT ink to mark your answers on the Answer
sheet provided.
4. There is only one correct answer per question.
5. You have 30 minutes for this paper.
6. You must get 13 or more correct to pass.

Candidate Number: .....................................…

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 FitSM® Foundation Examination

1 Which of the following statements is correct?

a) A service is an element that contributes to the provision of one or more configuration items.
b) The service portfolio shows the relationships between service components and configuration
items.
c) A service may be composed of several service components, which again may be built from
configuration items (CIs).
d) There is no relationship between services, service components and configuration items.

2 What should the Deming cycle be used for?

a) As a model for continual improvement

b) As a template for defining a service portfolio
c) As a model for incident root cause analysis
d) As a model to calculate the costs of service operations

3 Which of the following statements regarding the service portfolio and service catalogue is correct?

a) The service catalogue of a service provider is highly confidential and must not be made
available to customers.
b) The service portfolio is an internal list that a service provider uses to plan and structure their
services, while the service catalogue is a list of all live user/customer-facing services.
c) The service catalogue covers all technical details of configuration items supporting service
delivery.
d) The service catalogue covers information completely distinct from the information in the service
portfolio. Thus, the service portfolio and the service catalogue have nothing in common.

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 FitSM® Foundation Examination

4 What is the objective of the service availability and continuity management process?

a) To ensure effective customer communication

b) To ensure that information security risks are identified and treated by implementing appropriate
controls
c) To ensure that agreed service continuity and availability commitments can be met
d) To ensure that supply chains are managed

5 According to FitSM-1, for each customer, a designated contact shall be responsible for managing
the customer relationship. What is the reason for this?

a) To motivate customers not to get in touch with their service provider unless there is a significant
reason (like a major incident)
b) To take away workload from the service desk and support staff, since users can report incidents
directly to the customer relationship manager
c) To ensure that customer representatives have a clear and single contact point to get in touch
with their service provider
d) To ensure that OLAs are defined and agreed through well-defined interfaces

6 What is not mandatory to be performed in a consistent manner in the incident & service request
management process according to FitSM-1?

a) Registration, classification and prioritization of incidents

b) Closure of incidents
c) Registration and classification of problems and known errors
d) Escalation of incidents

© The APM Group Limited 2017. This paper remains the property of The APM Group Limited (APMG). This document is not to be reproduced or resold
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 FitSM® Foundation Examination

7 What are the most important activities that need to be carried out in a consistent manner to
effectively manage changes?

a) Maintaining a service catalogue and reviewing services and SLAs

b) Analyzing trends on incidents and recording known errors
c) Registering, classifying, assessing and approving changes as well as managing emergency
changes
d) Building, testing and deploying changes as well as maintaining a controlled acceptance test
environment

8 Which of the following best describes a process?

a) A documented agreement between a customer and a service provider

b) A structured set of activities to transform inputs to outputs
c) A documented set of intentions, expectations, goals, rules and requirements
d) Detailed working instructions

9 Why may it be difficult to apply traditional IT service management approaches (like ITIL®, ISO/IEC
20000) to federated IT infrastructures?

a) Because they are designed for commercial enterprises only

b) Because they are not detailed enough
c) Because they are limited to ICT infrastructure management rather than following a service-
oriented approach
d) Because they assume single central control over all service management processes by the
service provider and hardly address collaborative approaches to service delivery

© The APM Group Limited 2017. This paper remains the property of The APM Group Limited (APMG). This document is not to be reproduced or resold
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 FitSM® Foundation Examination

10 What is one of the major outputs from the service reporting management process?

a) Specifications of all service reports that have to be produced in regular intervals

b) A list of all service level agreements (SLAs) that have been changed recently
c) A configuration baseline taken prior to the deployment of a release
d) A database providing information on known errors

11 What is not a requirement on the information security management process according to FitSM-1?

a) Information security policies shall be defined.

b) Configuration items shall be uniquely identified and recorded in a configuration management
database (CMDB).
c) Physical, technical and organizational information security controls shall be implemented.
d) Information security policies and controls shall be reviewed at planned intervals.

12 In a service management system, what is subject to continual improvement?

a) SLAs and OLAs only

b) Technical services and related SLAs and OLAs only
c) Service management processes and procedures only
d) Services and service components as well as service management processes

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 FitSM® Foundation Examination

13 Where are information on configuration items (CIs) such as attributes of CIs and information on
relationships between them stored?

a) Configuration baseline
b) Configuration management database (CMDB)
c) Service catalogue
d) Configuration management catalogue (CMC)

14 What is the most important motivation for a service management system (SMS)?

a) To minimize the cost of service delivery

b) To achieve the maximum level of service quality and availability
c) To define as many metrics as possible to ensure detailed control
d) To establish processes that contribute to delivering value for customers through services

15 Besides FitSM-1, which of the following standards specifies requirements for a service
management system?

a) ISO/IEC 20000-1
b) ISO/IEC 27001
c) ISO 9001
d) ISO 19011

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 FitSM® Foundation Examination

16 Where would you expect to find information on (IT) services including service definitions and
service targets agreed with customers?

a) In underpinning agreements (UAs)

b) In operational level agreements (OLAs)
c) In the service catalogue and in service level agreements (SLAs)
d) In service reports and change records

17 What level of capacity is targeted by the capacity management process?

a) Sufficient capacity to meet agreed demands

b) Sufficient capacity to meet all potential future demands
c) Capacity that would be sufficient to meet the average workload demand from the last 12
months
d) Capacity that ensures an average resource utilization between 85 and 95 per cent

18 Establishing a supplier relationship management process is a requirement of FitSM-1.

What is not a purpose of this process from a service provider's perspective?

a) To identify the suppliers

b) To establish communication mechanisms with suppliers
c) To set up a configuration management database (CMDB) together with suppliers
d) To monitor the suppliers' performance

© The APM Group Limited 2017. This paper remains the property of The APM Group Limited (APMG). This document is not to be reproduced or resold
without express permission from The APM Group Limited.
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 FitSM® Foundation Examination

19 For which process shall problem management ensure that up-to-date information on known
errors and effective workarounds is available?

a) For no other process

b) For the availability management process
c) For the configuration management process
d) For the incident and service request management process

20 What is subject to the release & deployment management process?

a) To assess and approve software or infrastructure changes

b) To investigate and prevent the occurrence of information security incidents
c) To record all incidents
d) To bundle changes of one or more configuration items to releases

© The APM Group Limited 2017. This paper remains the property of The APM Group Limited (APMG). This document is not to be reproduced or resold
without express permission from The APM Group Limited.
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