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ITIL V3 Sample Papers
ITIL V3 Sample Papers
1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?
c) Is there budget?
a) To standardize operation
a) Through testing, to ensure that services are designed to meet business needs
b) To deliver and support IT services
5. Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?
a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy
b) 1 only
c) 2 only
9. 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
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
b) Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services
12. Which are the missing Service Operation processes from the following?
1. Incident Management
2. Problem Management
3. Access Management
4. ?
5. ?
14. 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
15. Business drivers and requirements for a new service should be considered during?
a) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted
b) An occurrence that is significant for the management of the IT infrastructure or delivery of services
d) A planned meeting of customers and IT staff to announce a new service or improvement program
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
b) Documenting and maintaining the technical skills required to manage and support the IT infrastructure
a) Incident Management
20. Which of the following activities is Service Level Management responsible for?
d) Train service desk on how to deal with customer complaints about service
21. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?
22. 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
23. 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
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
2. They are self-contained units with their own capabilities and resources
a) 1, 2 and 3 only
b) 1, 2 and 4 only
26. 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
a) Supplier Management negotiates internal and external agreements to support the delivery of services
28. 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
29. 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.
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
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
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
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
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
a) Recommending improvements
39. 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
c) What is the vision, where are we now, what do we want to be, how do we get there?
d) Gather data, process data, define what you should measure and define what you can measure
a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
5. ?
3. Which of the following Roles is responsible for identifying opportunities for improvement?
1. Service Owner
a) 1 and 2 only
b) 1 and 3 only
d) 2 and 3 only
4. 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
5. 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
b) Service Operations should maintain a balance between an internal IT view and an external
business view
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
6. 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
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
8. 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
9. Which of the following statements BEST describes the role of Communication during
Service Operation?
b) Communication is a separate process that needs to be defined and executed with 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
12. Which of the following is NOT an advantage of organizing Continual Service Improvement
(CSI) using the RACI model?
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
c) Identifies where internal Service Level Agreements (SLAs) can be established to implement
CSI
d) Provides a clear focus for matching the CSI processes to financial planning
13. 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
d) 1, 3 and 4 only
14. Which of the following questions is NOT answered by Service Portfolio Management?
15. Which of the following statements are NOT included in Access Management?
a) 3 and 4 only
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only
17. If something cannot be measured, it should not be documented within which of the
following?
19. Which of the following areas would technology help to support during the Service
Transition phase of the lifecycle?
1. Data mining and workflow tools
4. Process Design
a) 1, 2 and 3 only
b) 1, 3 and 4 only
c) 2, 3 and 4 only
a) 1 only
d) 2 only
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
23. 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
a) The Management of IT services that are viewed as “utilities”, such as printers or network
access
d) The procurement and maintenance of tools that are used by IT operations staff to maintain
the infrastructure
26. 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
27. Which of the following would NOT be stored in the Definitive Media Library (DML)?
c) Software licenses
28. 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
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
31. Which of the following statements CORRECTLY defines Insourcing and Outsourcing
delivery model options?
32. Why should monitoring and measuring be used when trying to improve services?
34. 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
1. Service Transition provides guidance on moving new and changed services into production
3. Service Transition provides guidance on the transfer of services to or from an external service
provider
a) 1 and 2 only
b) 1 only
d) 1 and 3 only
36. Which is the first activity of the Continual Service Improvement (CSI) model?
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
38. Which process reviews Operational Level Agreements (OLAs) on a regular basis?
a) Supplier Management
39. 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
40. The Information Security Policy should be available to which groups of people?
01. c. 02. d. 03. c 04. d. 05. b. 06. d. 07. b. 08. b. 09. c. 10. d.
11. b. 12. d. 13. a. 14. b. 15. a. 16. d. 17. b. 18. a. 19. a. 20. b.
21. b. 22. d. 23. d. 24. d. 25. c. 26. c. 27. b. 28. a. 29. c. 30. c
31. a. 32. a. 33. a. 34. d. 35. c. 36. b. 37. a. 38. b. 39. d. 40. c.
ITIL Dumps Practice Paper 3
1. Which of the following best means Combination of Internal & External Sourcing?
A. Internal Sourcing-.
B. External Sourcing
C. Co-Sourcing
D. Managed Services
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
A. Knowledge
B. Information
C. Wisdom
D. Data
4. The spell check module of a word-processing software package contains a number of errors. The
Development department has corrected these errors in a new version. Which process is responsible
for ensuring this updated version is tested?
A. Configuration Management
B. Incident Management
C. Problem Management
D. Release Management
5. The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes:
How many times should each stage of the cycle be visited?
A. There should be a single Plan and Do, and then Check and Act should be carried out multiple times to
Implement Continual Improvement
C. The entire cycle should be repeated multiple times to Implement Continual Improvement
D. There should be a single %n. then the Do-Check-Act cycle should be repeated multiple times to
Implement Continual improvement
1. “Processes” should be implemented in such a way that the “Role” and “Function” in an organization
are defined
A. 1 Only
D. 2 only
A. Application Management
B. Operations Management
C. Service Desk
D. Availability Management
8. Which of the following statements fully describes the aim of Release and Deployment
Management?
A. To build, test and deliver the capability to provide the services specified by Service Design and that
will accomplish the stakeholders’ requirements and deliver the Intended objectives
B. To ensure that each release package specified by Service Design consists of a set of related assets and
service components that are compatible with each other
C. To ensure that all release and deployment packages can be tracked, installed, tested, verified, and/or
uninstalled or backed out if appropriate
D. To record and manage deviations, risks, and issues related to the new or changed service
1. Roles
2. Activities
3. Functions
4. Guidelines
5. Standards
6. Governance Framework
A. 1, 2, 3 and 5 only
C. 1. 2, 5 and 6 only
D. 1, 2, 4, and 5 only
11. Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical
model of the IT infrastructure and IT services?
A. Capacity Management
B. Change Management
C. Configuration Management
12. The Design Manager Is responsible for the overall coordination and deployment of quality solution
designs for services and processes. Which of the following are NOT responsibilities included In this
role?
B. Produce quality, secure and resilient designs for new or improved services, technology architecture,
processes or measurement systems that meet all the agreed current and future IT requirements of the
organization
C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the
service designs that are produced
D. Measuring the effectiveness and efficiency of the Service Design and supporting processes
13. Of which ITIL process are Reliability, Serviceability and Maintainability components?
C. Problem Management
D. Availability Management
A. The Process responsible for allowing Users to make use of IT Services, data, or other Assets.
B. Access Management helps to protect the Confidentiality, Integrity and Availability of Assets by
ensuring that only authorized Users are able to access or modify the Assets.
D. All of above
15. What aspects would you not expect to see in a Service Level report designed for the customer?
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
18. Which of the following is the correct set of steps for the Continual Service improvement (CSI)
Model?
A. Devise a strategy; Design the solution; Transition into production; Operate the Solution; continually
improve
B. Where do we want to be?; How do we get there?; How do we check we arrived; How do we keep the
momentum going?
C. identifies the required business outcomes; Plan how to achieve the outcomes; Implement the plan;
Check the plan has been properly implemented; improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we
get there?; How do we keep the momentum going?
C. The degree to which the provision of IT services can be supported by maintenance contracts
D. The degree to which the services agreed in the Service Level Agreement (SLA) are complied with
20. A user reports a PC problem to the Service Desk. A Service Desk representative determines that
the PC is defective and indicates that according to the services catalogue, the PC will be replaced
within three hours. Which ITIL process is responsible for having this user's PC replaced within three
hours?
A. Availability Management
B. Change Management
C. Configuration Management
A The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
C. The KEDB and the CMS form part of the larger SKMS
22. Information is regularly exchanged between Problem Management and Change Management.
What information is this?
A. Known Errors from Problem Management, on the basis of which Change Management can generate
Requests for Change (RFCs)
C. RFCs from the users that Problem Management passes on to Change Management
D. RFCs from the Service Desk that Problem Management passes on to Change Management
D. Co-Sourcing
24. Where are activities documented with the aim of improving an IT service?
A. Service Catalogue
26. In IT Service Continuity Management various precautionary measures are taken, for example using
an emergency power provision.
Which of the following ITIL processes could also initiate this kind of measure?
A. Availability Management
B. Capacity management
C. Change Management
D. Incident Management
A. Replacement Request
B. Request for Change
D. Service Request
28. Which ITIL process manager requires a report specifying the duration of an interruption of a
Configuration Item?
A. Availability Manager
B. Incident Manager
C. Problem Manager
29. Which of the following steps from the continual improvement Model is missing?
6.?
30. Which of the following best describes the goal of Information Security Management Process?
A. To align IT security with business security and ensure that information security is effectively
managed in all service and Service Management activities’.
B. To ensure that that the information security risks are appropriately managed and enterprise
information resources are used responsibly.
C. To provide a focus for all aspects of IT security and manage all IT security activities.
D. To provide the strategic direction for security activities and ensures objectives are achieved
31. Which of the following statements about Supplier and Contract Database (SCD) are correct?
1. A database or structured Document used to manage Supplier Contracts throughout their Lifecycle.
A. 1 & 2 only
B. 1, 2 & 3
C. 1, 2 & 4
D. All of above
32. Which of the following will complete the Four P's of Service Design?
1. Perspectives
2. Positioning
3. Plan
4. ???
A. People
B. Product
C. Patterns
D. Partners
34. Which of the following statements is true about the term Event?
A. A change of state which has significance for the management of a Configuration Item or IT service.
B. The term Event is also used to mean an Alert or notification created by any IT Service, configuration
Item or Monitoring tool.
C. Events typically require IT Operations personnel to take actions, and often lead to Incidents being
logged
D. All of above
35. Which of the following is the best description of the contents of the Definitive Media Library
(DML)?
3. The Application Portfolio is sometimes implemented as part of the Service Portfolio, or as part of the
Configuration Management System.
A. 1 only
B. 2 & 3only
C. All of above
D. 1 & 2 only
A. The ability of an IT Service or Configuration Item to continue to operate correctly after Failure of a
Component part.
B. The ability of a third-party supplier to meet the terms of their contract. Often this contract will include
agreed levels of availability, reliability and/or maintainability for a supporting service or component.
C. A measure of how quickly and effectively a service, component or CI can be restored to normal
working after a failure.
D. A measure of how long a service, component or CI can perform its agreed function without
interruption
A. Capacity Forecasts
B. Recommendations
39. How can an organization determine the effectiveness of the Service Level Management process?
A. Designing and building a releaseB. Testing a releaseC. Compiling the release scheduleD.
Communicating and preparing the release