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ITILv3 Foundations Test Paper (Sample

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1. Which of the followin statements !"ST descri#es one of the purposes of Service $nal%tics&
a. Service $nal%tics is a means for automatin simple and routine tas's and interactions.
#. Service $nal%tics is useful to restore normal Service (peration as )uic'l% as possi#le in case
of an incident.
c. Service $nal%tics is useful to model e*istin components and services to the hiher+level
#usiness services.
d. Service $nal%tics is a means to ensure proper fundin for the deliver% and consumption of
services.
,. The oal of Pro#lem -anaement is.
a. To prevent Pro#lems and resultin Incidents from happenin
#. To provide a channel for users to re)uest standard services
c. To restore normal Service (peration as )uic'l% as possi#le
d. To detect "vents/ ma'e sense of them/ and determine the appropriate
control action.
3. Which of the followin statements !"ST descri#es the role of the Service 0es' as the sinle
point of contact&
a. $ll re)uests/ such as Incident/ Service 1e)uests and service Level 1e)uirements from users
and customers must pass throuh the Service 0es'.
#. To provide a sinle point of contact to the users/ an orani2ation can onl% have one centrali2ed
Service 0es'.
c. $s a user I have one sinle point of contact for all m% Incidents and Service 1e)uests #ut
others users in the orani2ation ma% have other points of contact.
d. The Service 0es' is on offer for the users in an orani2ation. !ut the% are of course allowed to
contact an%#od% within the IT orani2ation with their Incidents and Service 1e)uests.
3.Which of the followin statements a#out the Process (wner role are 4(11"4T&
1."ver% person involved in a process is a Process (wner.
,. The Process (wner is responsi#le for ensurin that the process is meetin the aims of the
process definition.
3. The Process (wner and Process -anaer roles are alwa%s underta'en #% the same person.
3. Process (wnership is alwa%s a role as well as a function in an% orani2ation.
a. , onl%
#. , and 3 onl%
c. ,/ 3 and 3 onl%
d. $ll of the a#ove.
5. Which of the followin is 6(T an activit% in the 4hane -anaement
process&
a. 1eview the 1e)uest for 4hane
#. Plan updates
c. 4hane 0esin
d. $ssess and evaluate chane
7. Which of the followin are oals and o#8ectives for the Service Level -anaement process&
1. To provide and improve the relationship and communication with the #usiness and customers.
,. To produce and maintain an appropriate and up+to+date 4apacit% Plan that reflects the current
and future needs of the #usiness.
3. To ensure that proactive measures to improve the levels of service delivered are implemented.
3. To support efficient and effective #usiness and Service -anaement processes #% providin
accurate information a#out assets.
a. 1 onl%
#. 1 and 3 onl%
c. 1/ , and 3 onl%
d. $ll of the a#ove.
9. Which of the followin metrics t%pes is 6(T a t%pical t%pe of metrics&
a. Technolo% metrics
#. Service -etrics
c. !aseline metrics
d. Process metrics
:. Which of the followin validation activities !"ST corresponds to the definition of customer and
#usiness re)uirements (level 1 in the Service ;+model&
a. ;alidate Service Pac'aes/ offerins and contracts
#. Service operational readiness test
c. Service 1elease Pac'ae test
d. 4omponents and assem#l% test.
<. Which of the followin statements !"ST descri#es the difference #etween an (perational
Level $reement and an =nderpinnin 4ontract&
a. (nl% the (perational Level $reement is an underpinnin areement #etween an IT Service
Provider and another part of the same orani2ations that assists with the provision of services.
#. (nl% the (perational Level $reement defines the oods or services to #e provided and the
responsi#ilities of #oth parties.
c. (nl% the =nderpinnin 4ontract defines tarets and responsi#ilities that are re)uired to meet
areed Service Level Tarets in a service Level $reement.
d. (nl% the =nderpinnin 4ontract supports the IT Service Provider>s deliver% of IT services to
customers
1?. Which of the followin oals are the primar% oals for Service (perations&
1. To allow for chanes and improvements.
,. To desin processes for the operation of IT services.
3. To achieve effectiveness and efficienc% in the deliver% and support of services.
3. To maintain sta#ilit%.
a. 3 onl%
#. 3 and 3 onl%
c. 1/ 3/ and 3 onl%
d. $ll of the a#ove.
11.Which of the followin is the 4(11"4T definition of Service -anaement&
a. Service -anaement is a set of speciali2ed orani2ational resources for providin value to
customers in the form of services.
#. Service -anaement is a set of speciali2ed orani2ational resources for providin value to
customers in the form of oods and products.
c. Service -anaement is a set of speciali2ed orani2ational capa#ilities for providin value to
customer sin the form of services.
d. Service -anaement is a set of speciali2ed orani2ational capa#ilities for providin value to
the Service Provider in the form of oods and products.
1,. 4onsider the followin t%pes of technoloical support of Service -anaement and the
correspondin descriptions&
$ Technolo%+assisted
! Technolo%+facilitated
4 Technolo%+mediated
0 Technolo%+enerated (self+service)
1. The Service Provider is represented entirel% #% technolo%.
,. The service Provider and the customer are not in ph%sical pro*imit%.
3. (nl% the Service Provider has access to the same technolo%.
3. !oth the Service Provider and the customer have access to the same technolo%.
a. $+3/ !+1/ 4+, and 0+3
#. $+1/ !+,/ 4+3 and 0+3
c. $+3/ !+3/ 4+, and 0+1
d. $+3/ !+3/ 4+, and 0+1
13. Which of the followin is 6(T descri#ed as a function #ut as a process in the ITIL Service
-anaement Practices framewor'&
a. Technical -anaement
#. Service Portfolio -anaement
c. Service 0es'
d. $pplications -anaement.
13. Which of the followin roles ma% #e involved in the 4ontinual Service Improvement process&
1. The 4ontinual Service Improvement -anaer
,. The customer
3. The Service -anaer
3. The Process (wners
a. 1 onl%
#. 1 and 3 onl%
c. 1/ 3/ and 3 onl%
d. $ll of the a#ove.
15. Which of the followin statements !"ST descri#es prioriti2ation in the Incident -anaement
process&
a. Prioriti2ation is determined #% the urenc% of the Incident and the level of impact the Incident is
causin.
#. Prioriti2ation is determined #% the resources availa#le and the level of impact the Incident is
causin.
c. Prioriti2ation is determined #% the resource availa#le and the urenc% of the incident.
d. Prioriti2ation is determined #% the resources availa#le/ the urenc% of the Incident and the level
of impact the Incident is causin.
17. Which of the followin )uestions is 6(T one of the 9 1s that must #e answered for all
chanes as part of the impact assessment&
a. What 1"S(=14"S are re)uired to deliver the chane&
#. Who 1$IS"0 the chane&
c. What is the 1"L$TI(6S@IP #etween this chane and other chanes&
d. Who is oin to 1";I"W the chane when it has #een implemented&
19. The !"ST wa% to define the services in the Service Portfolio is to #ase the definitions on.
a. The resources needed to deliver the service
#. The #usiness outcome of the service
c. The capa#ilities needed to deliver% the service
d. The composition of the service
1:. Which of the followin statements is the 4(11"4T description of the A$4TB stae in the
0emin 4%cle for )ualit% improvement&
a. $t this stae oals and measures are esta#lished.
#. $t this stae the implemented improvements are compared to the measures of success.
c. $t this stae it is determined to 'eep the status )uo/ close the ap or add necessar% resources.
d. $t this stae a pro8ect to close identified aps is developed and implemented.
1<. Which of the followin )uestions helps identif%in what a customer values&
1. Who is out customer&
,. Who depends on out services&
3. @ow does the customer use out services&
3. What do we provide&
a. 1 onl%
#. 1 and 3 onl%
c. 1/ , and 3 onl%
d. $ll of the a#ove.
,?.The oal of 4ontinual Service Improvement is !"ST descri#ed as.
a. To continuall% alin and re+alin IT services to the chanin #usiness needs #% identif%in and
implementin improvements to IT services that support #usiness processes
#. To encourae Service Providers to stop and thin' wh% somethin is to #e done #efore thin'in
how
c. To continuall% identif% and implement
d. To desin services that satisf% #usiness o#8ectives.
,1. Which of the followin are eneric elements of a process&
1. Process $ctivities
,. Process polic%
3. Process roles
3. Process metrics.
a. 1 onl%
#. 1 and 3 onl%
c. 1/ 3 and 3 onl%
d. $ll of the a#ove.
,,. Which of the followin statements are 4(11"4T reardin the 1$4I authorit% matri*&
1. The A1B in 1$4I stands for Aresponsi#leB.
,. The 1$4I chart shows the activities down the left+hand side and the functional roles across the
top.
3. -ore than one person can #e accounta#le for each ta'es.
3. The AIB in 1$4I stands for AinitiatorB.
a. 1 onl%
#. 1 and , onl%
c. 1/ , and 3 onl%
d. $ll of the a#ove.
,3. Which of the followin is 6(T an activit% that IT (perations -anaement is responsi#le for&
a. 4onsole manaement
#. -anaement of facilities
c. (utput manaement
d. -aintenance of a sta#le technical infrastructure.
,3. $ssume that IT (perations is separated from Technical and $pplication -anaement. Which
of the followin roles does Technical an $pplication -anaement normall% 6(T pla% in the "vent
-anaement process&
a. Participatin in the instrumentation of the services.
#. Testin the services to ensure that "vents are properl% enerated.
c. "nsurin that an% auto responses are defined.
d. -onitorin "vents.
,5. Which of the followin statements are 4(11"4T a#out Service $sset and 4onfiuration
-anaement&
1. 4onfiuration -anaement delivers a loical model of the services/ assets and the
infrastructure.
,. Information a#out each 4onfiuration Item is recorded in a confiuration record in the
4onfiuration -anaement S%stems.
3. The Service Cnowlede -anaement S%stem includes the 4onfiuration -anaement
S%stems and data#ases/ as well as other tools and data#ases.
3. Status $ccountin and 1eportin is an activit% in the Service $sset and 4onfiuration
-anaement process.
a. 1 onl%
#. 1 and , onl%
c. 1/ , and 3 onl%
d. $ll of the a#ove.
,7. Which of the followin statements !"ST descri#es the oals of Supplier -anaement&
1. To ensure that underpinnin contracts and areements with suppliers are alined to #usiness
needs and manaed throuh their lifec%cle.
,. To manae relationships wit suppliers.
3. To ensure that the information securit% ris's are appropriatel% manaed and enterprise
information resources are used responsi#l%.
3. To maintain a suppler polic% and a supportin Supplier and 4ontract 0ata#ase.
a. 1 onl%
#. 1 and , onl%
c. 1/ , and 3 onl%
d. $ll of the a#ove.
,9. Which of the followin activities !"ST helps an orani2ation manain and developin
Service -anaement as a strateic asset&
1. Identification of critical services across the Service Portfolio for a iven customer or mar'et
space.
,. "sta#lishment of the riht mi* of services to offer to customers.
3. Tain all service assets with the name of the services to which the% add service potential.
3. 4reation of dianostic scripts for dianosis of Incidents.
a. 1 onl%
#. 1 and , onl%
c. 1/ , and 3 onl%
d. $ll of the a#ove.
,:. $ 'e% role for Service (peration is to achieve a #alance #etween conflictin sets of priorities.
$ fundamental conflict e*ists #etween IT and a set of technolo% components on one side and.
a. The view in which the orani2ation focuses onl% on #usiness re)uirements and the services
delivered
#. The a#ilit% to respond to chane without impactin on other services
c. $ stron focus on deliverin )ualit%
d. Proactive #ehavior on the other side.
,<. When should a Service 0esin Pac'ae #e produced&
a. 0urin the strate% stae/ for each time a new service is added to the Service Portfolio.
#. 0urin the desin stae/ for each chane to a service or removal of a service.
c. When a new or chaned service is passed from Service 0esin to Service Transition
d. 0urin the desin stae/ for each new service/ ma8or chane to a service or removal of a
service.
3?. Which of the followin #enefits is 6(T primaril% the result of ood Service 0esin practices&
a. 1educe total cost of ownership
#. -ore effective Service -anaement processes
c. Increased success rate of chanes and releases for the #usiness.
d. Improved )ualit% and consistenc% of service
31. ITIL is !" characteri2ed as.
a. $n international standard
#. Dood practice scheme
c. $ )ualification scheme
d. $cademic research.
3,. Which of the followin activities is the Service (wner of a specific service responsi#le for&
1. 1epresentin the service in 4hane $dvisor% !oard meetins.
,. Participatin in neotiatin Service Level $reements
3. 0efinin the process strate%
3. Liaisin with the appropriate Process (wners.
a. 1 onl%
#. 1 and , onl%
c. 1/ ,/ and 3 onl%
d. $ll of the a#ove
33. Which of the followin is the 4(11"4T order of the activities in the 9+Step Improvement
Process (first activit% first)&
a. 1+0efine what %ou should measure. ,+0efine what %ou can measure. 3+Dather data. 3+Process
data. 5+$nal%se data. 7+Present information. 9+Implement corrective action.
#. 1+ 0efine what %ou can measure. ,+0efine what %ou should measure. 3+Dather data. 3+
$nal%se data. 5+Process data. 7+Present information. 9+Implement corrective action.
c. 1+0efine what %ou should measure.,+0efine what %ou can measure. 3+Dather data. 3+$nal%se
data. 5+Process data. 7+Present information. 9+Implement corrective action.
d. 1+0efine what %ou can measure. ,+0efine what %ou should measure. 3+ather data.3+Process
data+5+$nal%se data. 7+Present information.9+Implement corrective action.
33. Which of the followin methods is 6(T a deplo%ment approach&
a. !i+#an
#. Phased
c. Pull
d. 1e)uest
35. Which of the followin activities forms part of the Service Portfolio -anaement process&
1. $nal%se
,. 0efine
3. $pprove
3. 4harter.
a. 1 onl%
#. 1 and , onl%
c. 1/ ,/ and 3 onl%
d. $ll of the a#ove
37. To answer the )uestion Awhere do we want to #e&B in the 4ontinual Service Improvement
model/ we need to 'now.
1. The vision of the orani2ation
,. The mission of the #usiness
3. The current #aseline
3. The metrics.
a. 1 onl%
#. 1 and , onl%
c. 1/ ,/ and 3 onl%
d. $ll of the a#ove
39. Dood Service 0esin is dependent on effective and efficient use of the four Ps E people/
processes/ partners and.
a. Plans
#. Products
c. Practices
d. Policies
3:. Which is the #est description of a Service 4ataloue&
a. $ document definin all aspects of an IT Service and its re)uirements throuh each stae of its
lifec%cle.
#. The complete set of services that are manaed #% a Service Provider
c. $ data#ase or structured document with information a#out all live IT services/ includin those
availa#le for deplo%ment.
d. $n areement #etween an IT Service Provider and the IT customer(s).
3<. Which of the followin statements are 4(11"4T a#out utilit% and warrant%&
1. =tilit% can #e descri#ed as what the customer ets.
,. Warrant% can #e defined as Afitness for useB.
3. =tilit% increases the averae performance.
3. Warrant% reduces the variation in performance.
a. 1 onl%
#. 1 and , onl%
c. 1/ ,/ and 3 onl%
d. $ll of the a#ove
3?. The Service Portfolio is the sinle interated source of information on the status/ interfaces
and dependencies of each service used #% activities within the followin staes in the Service
Lifec%cle.
1. Service Strate%
,. Service Transition
3. Service 0esin
3. Service (peration
a. 1 onl%
#. 1 and , onl%
c. 1/ ,/ and 3 onl%
d. $ll of the a#ove