Sample Exams: ITIL V3 Foundation For IT Service Management

ITIL V3 Foundation for
IT Service Management
HF421S C.01
Sample exams
ITIL V3 Foundation for
IT Service Management
HF421S C.01
Sample exams
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ITIL V3 Foundation for IT Service Management
Sample exams
April 2008
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Document Name ITILv3FoundationSample5_v3.0.doc
Purpose of Document To help candidates prepare for the ITIL® v.3 Foundation
Examination based on the INTERIM Foundation syllabus
Document Version Number 3.0
Document Status Live
Document Owner Chief Examiner
Prepared By ITIL® v.3 Examination Panel
Date of First Draft 18 January 2008
Date Approved 18 January 2008
Approved By Jessica Barry
Next Scheduled Review Date
Version History
Version Number Date Approved Change/Reasons for Change/Comments
3.0 18 January 2008 New Document
Distribution List
Version Name Title/Company
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3.0 All ITIL EIs and ATOs
© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Ltd 2008
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
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ITILv3FoundationSample5_v3.0 – 18 January 2008
Version 3.0 (Live) Owner – Chief Examiner
The ITIL® v.3. Foundation Examination
ITIL® v. 3 Foundation Examination:

Sample Paper 5, version 3.0
Multiple Choice
Instructions
1. All 40 questions should be attempted.
2. There are no trick questions.
3. All answers are to be marked on the original examination paper.
4. Please use a pen to mark your answers with either a 9 or x .
5. You have 1 hour to complete this paper.
6. You must get 26 or more correct to pass.
Candidate Number: ......................................................
Page 1
1 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
c) Both of the above
d) Neither of the above
2 Which of the following are characteristics of every process?

1. It is measurable
2. It is timely
3. It delivers a specific result
4. It delivers its primary results to a customer or stakeholder
a) 1, 2, and 3 only
b) 1, 2, and 4 only
c) 1, 3, and 4 only
d) All of the above
3 Which of the following would NOT be stored in the Definitive Media Library (DML)?
a) Master copies of software
b) Backups of application data
c) Software licences
d) Master copies of controlled documentation
4 Setting policies and objectives is the PRIMARY concern of which of the following
elements of the Service Lifecycle?
a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service Operation and

Continual Service Improvement
© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 2008
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
Page 2
5 The MAIN goal of Availability Management is:
a) To monitor and report availability of services and components
b) To ensure that all targets in Service Level Agreements (SLAs) are met
c) To guarantee availability levels for services and components
d) To ensure that service availability matches or exceeds the agreed needs of the
business
6 What is the BEST definition of an Incident Model?
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
d) An Incident that is easy to solve
7 The priority of an Incident is BEST described as:
a) The relative importance of the Incident based on impact and urgency
b) The speed with which the Incident needs to be resolved
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
8 Which are the missing Service Operation processes from the following?
1. Incident Management
2. Problem Management
3. Access Management
4. ?
5. ?
a) Event Management and Request Fulfilment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management
Page 3
9 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
b) Gather data, process data, analyse data and present 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
10 Which of the following is NOT one of the ITIL core publications?
a) Service Optimisation
b) Service Transition
c) Service Design
d) Service Strategy
11 Which of the following statements about Supplier Management is INCORRECT?
a) Supplier Management negotiates Operational Level Agreements (OLAs) with

internal groups to support the delivery of services
b) Supplier Management ensures that suppliers meet business expectations
c) Supplier Management maintains information in a Supplier and Contract

Database
d) Supplier Management negotiates external agreements to support the delivery
of services
12 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
b) To assist the Change Manager by implementing Emergency Changes
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
Page 4
13 Which of the following BEST describes a Local Service Desk structure?
a) A Service Desk that also provides onsite technical support to its users
b) A Service Desk where analysts only speak one language
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
14 Which of the following statements is CORRECT?

1. Continual Service Improvement (CSI) provides guidance on how to improve
process efficiency and effectiveness
2. CSI provides guidance on how to improve services
3. CSI provides guidance on the improvement of all phases of the Service Lifecycle
4. CSI provides guidance on the measurement of processes and services
a) 1 and 2 only
b) 2 only
c) 1, 2 and 3 only
d) All of the above
15 Which of the following is the CORRECT description of 'normal service operation'?
a) The response time of the service meets user expectations
b) The service is providing all functionality and performance that the business
wants
c) The service is operating within the limits defined in the Service Level
Agreement (SLA)
d) All users are able to log into the service and use it
16 Which of the following is a Service Owner responsible for?
a) Continual Improvement of the service
b) Designing and documenting a service
c) Carrying out the Service Operations activities needed to support a service
d) Producing a Balanced Scorecard showing the overall status of all services
Page 5
17 What does the 'Service V model' represent?
a) A strategy for the successful completion of all Service Management projects
b) The path to Service Delivery and Service Support for efficient and effective
utilisation of resources
c) Levels of testing required to deliver a Service Capability
d) The business perspective as perceived by the customer and the user of

services
18 The BEST definition of an Event is:
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
c) A known system defect that generates multiple Incident reports
d) A planned meeting of customers and IT staff to announce a new service or

improvement programme
19 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) Analysing the business impact of an Incident
d) Creating a Balanced Scorecard showing the overall status of service

management
20 Which of the following statements is CORRECT for all IT services?
a) They deliver resources and capabilities to customers
b) They deliver costs and risks to customers
c) They deliver business solutions to customers
d) They deliver value to customers
Page 6
21 Defining the functional requirements for a new service is part of:
a) Service Operation: Application Management
b) Service Strategy: Service Portfolio Management
c) Service Design: Design the technology architecture
d) Service Design: Design the service solutions
22 The four stages of the Deming Cycle are?
a) Plan, Measure, Monitor, Report
b) Plan, Check, Re-Act, Implement
c) Plan, Do, Act, Audit
d) Plan, Do, Check, Act
23 Which of the following BEST describes a Workaround?
a) A technician uses a pre-defined technique to restore service, as this Incident

has been seen before
b) A technician tries several approaches to solve an Incident. One of them works,
although he does not know why
c) After reporting the Incident to the Service Desk, the user works on alternative
tasks while the problem is identified and resolved
d) A device works intermittently, allowing the user to continue working at
degraded levels of performance while the technician diagnoses the Incident
24 Operations Control refers to:
a) The managers of the Technical and Applications Management functions
b) Overseeing the execution and monitoring of operational activities and Events
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
Page 7
25 Which of the following is the CORRECT description of the Four Ps of Service
Design?
a) A four step process for the design of effective Service Management
b) A definition of the people and products required for successful design
c) A set of questions that should be asked when reviewing design specifications
d) The four major areas that need to be considered in the design of effective
Service Management
26 What is the main reason for establishing a Baseline?
a) To standardise operation
b) For knowing the cost of services provided
c) For roles and responsibility to be clear
d) For later comparison
27 Which of the following statements is CORRECT?

1. Only one person can be responsible for an activity
2. Only one person can be accountable for an activity
a) Both of the above
b) 1 only
c) 2 only
28 The objective of Service Asset and Configuration Management is most accurately

described as:
a) To understand the performance characteristics of assets and Configuration
Items (CIs) in order to maximise their contribution to service levels
b) To manage service assets and CIs from an operational perspective
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
Page 8
29 An Incident occurs when:
1. A user is unable to access a service during service hours
2. An authorised IT staff member is unable to access a service during service hours
3. A network segment fails and the user is not aware of any disruption to service
4. A user contacts the Service Desk about slow performance of an application
Which of the above statements is CORRECT?
a) All of the above
b) 1 and 4 only
c) 2 and 3 only
d) None of the above
30 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
b) The ability to implement monitoring tools
c) The ability to monitor and control the activities of technical staff
d) The ability to report on the successful delivery of services by checking the

uptime of infrastructure devices
31 What does "Warranty of a service" mean?
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
Page 9
32 Which of the following statements are CORRECT?
Service Transition provides guidance on…

1. Moving new and changed services into production
2. Testing
3. The transfer of services to or from an external service provider
a) 1 and 2 only
b) 1 only
c) All of the above
d) 1 and 3 only
33 Which of the following is a benefit of using Service Design tools?
a) To help ensure that standards and conventions are followed
b) To help ensure that Events are detected as quickly as possible
c) To help enable different applications to work together
d) To help implement architectures that support the business strategy
34 Which of these is NOT a type of Change?
a) Standard Change
b) Normal Change
c) Critical Change
d) Emergency Change
35 Which of the following is NOT an objective of Service Operation?
a) Thorough testing to ensure that services are designed to meet business needs
b) To deliver and manage IT services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes
Page 10
36 Incident Management provides value to the business by:
a) Helping to control infrastructure cost of adding new technology
b) Enabling users to resolve Problems
c) Helping to align people and process for the delivery of service
d) Contributing to the reduction of impact of service outages
37 Which of the following areas would technology help to support during the Service
Design phase of the Lifecycle?
1. Hardware design
2. Environmental design
3. Process design
4. Software design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only
38 Which of the following activities is Service Level Management (SLM) responsible for?
a) Designing the Configuration Management system from a business perspective
b) Creating technology metrics to align with customer needs
c) Discussing service achievements with customers
d) Training Service Desk staff how to deal with customer complaints about service
39 The following options are considered within which process?

1. Big Bang vs Phased
2. Push and Pull
3. Automated vs Manual
a) Incident Management
b) Release and Deployment Management
c) Service Asset and Configuration Management
d) Service Catalogue Management
Page 11
40 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
Page 12
Document Details
Document Name ITILv.3FoundationSample5_ANSWERS_v3.0.doc
Purpose of Document To provide the answers to the ITIL® v.3 Foundation Sample
Paper 5 for ATOs and exam candidates to the INTERIM
Foundation syllabus
Prepared By ITIL® v.3 Examination panel
Date of First Draft 18 January 2008
Date Approved 18 January 2008
Version History
3.0 18 January 2008 New Document
Distribution List
®
ITILv3FoundationSample5_ANSWERS_v3.0 – 18 January 2008
ITIL® v.3 Foundation Examination: Sample Paper 5
ANSWER SHEET
Answer Key for Exam Paper: ITILv3FoundationSample5_ANSWERS_v3.0.doc
Q A Syllabus Ref Q A Syllabus Ref
1 B 06-01 21 D 04-04
2 C 01-06 22 D 04-08
3 B 03-19 23 A 03-30
4 A 02-01 24 B 06-02
5 D 05-04 25 D 04-03
6 C 05-07 26 D 04-10
7 A 03-27 27 C 07-02
8 A 02-08 28 D 05-06
9 A 05-09 29 A 03-26
10 A 02-02 30 A 05-08
11 A 05-04 31 D 03-01
12 C 05-05 32 C 02-06
13 C 06-01 33 A 08-01
14 D 02-10 34 C 05-05
15 C 05-07 35 A 02-08
16 A 07-01 36 D 05-07
17 C 04-06 37 C 08-02
18 B 03-24 38 C 05-03
19 A 07-02 39 B 05-06
20 D 01-02 40 C 04-10
ITILv3FoundationSample5_ANSWERS_v3.0 – 18 January 2008
Page 1
Document Details
Document Name ITILv3FoundationSample7_v3.0.doc
Purpose of Document To help candidates prepare for the ITIL® v.3 Foundation
Examination based on the INTERIM Foundation syllabus
Prepared By ITIL® v.3 Examination Panel
Date of First Draft 31 March 2008
Date Approved 31 March 2008
Version History
3.0 31 March 2008 New Document (to replace sample paper 6)
Distribution List
®
ITILv3FoundationSample7_v3.0 – 31 March 2008
The ITIL® v.3. Foundation Examination
ITIL® v. 3 Foundation Examination:

Sample Paper 7, version 3.0
Multiple Choice
Instructions
1. All 40 questions should be attempted.
2. There are no trick questions.
3. All answers are to be marked on the original examination paper.
4. Please use a pen to mark your answers with either a 9 or x .
5. You have 1 hour to complete this paper.
6. You must get 26 or more correct to pass.
Candidate Number: ......................................................
ITILv3FoundationSample7_v3.0 – 31 March 2008
Page 1
1 Which of the following statements CORRECTLY defines Insourcing and Outsourcing
delivery model options?
a) Insourcing relies on internal resources; outsourcing relies on external
organisation(s) resources
b) Insourcing relies on external organisation(s) resources; outsourcing relies on
internal resources
c) Insourcing relies on co-sourcing; outsourcing relies on partnerships
d) Insourcing relies on knowledge process outsourcing; outsourcing relies on

application service provisioning
2 Learning and Improvement is the PRIMARY concern of which of the following

phases of the Service Lifecycle?
a) Service Strategy, Service Design, Service Transition, Service Operation, and
Continual Service Improvement
b) Service Strategy, Service Transition, and Service Operation
c) Service Operation and Continual Service Improvement
d) Continual Service Improvement
3 Which is the first activity of the Continual Service Improvement (CSI) model?
a) Understand the business objectives
b) Carry out a baseline assessment to understand the current situation
c) Agree on priorities for improvement
d) Create and verify a plan
4 Which of the following should a Service Catalogue contain?
a) The version information of all software
b) The organisational structure of the company
c) Asset information
d) Details of all operational services
ITILv3FoundationSample7_v3.0 – 31 March2008
Page 2
5 What is the purpose of the Request Fulfilment Process?
a) Dealing with Service Requests from the users
b) Making sure all requests within an IT organisation are fulfilled
c) Ensuring fulfilment of Change Requests
d) Making sure the Service Level Agreement (SLA) is met
6 Which of the following statements about the Service Desk are CORRECT?
1. A Local Service Desk provides support to the whole organisation from one specific
location
2. A Centralised Service Desk supports a single location or service
a) 2 only
b) 1 only
c) Both of the above
7 Which of the following is the CORRECT sequence of activities for handling an

Incident?
a) Identification, Logging, Categorisation, Prioritisation, Initial Diagnosis,
Functional Escalation, Investigation Diagnosis, Resolution Recovery, Closure
b) Identification, Prioritisation, Logging, Categorisation, Initial Diagnosis,
c) Identification, Logging, Initial Diagnosis, Categorisation, Prioritisation,
d) Identification, Investigation, Logging, Categorisation, Functional Escalation,
Prioritisation, Initial Diagnosis, Resolution Recovery, Closure
8 Which of the following is NOT an example of a Service Request?
a) A user calls the Service Desk to order a toner cartridge
b) A user calls the Service Desk because they would like to change the
functionality of an application
c) A Manager submits a request for a new employee to be given access to an
application
d) A user logs onto an internal web site to download a licensed copy of software
from a list of approved options
Page 3
9 Which of the following roles is responsible for identifying opportunities for
improvement?
1. Service Owner
2. Continual Service Improvement (CSI) Manager
3. Process Owner
a) 1 and 2 only
b) 1 and 3 only
c) All of the above
d) 2 and 3 only
10 Which of the following is NOT defined as a main metric type by Continual Service
Improvement (CSI)?
a) Process Metrics
b) Service Metrics
c) Personnel Metrics
d) Technology Metrics
11 Which activities would you expect a service owner to undertake?

1. Representing a specific service across the organization
2. Updating the Configuration Management Database (CMDB) after a change
3. Helping to identify service improvements
4. Representing a specific service in Change Advisory Board (CAB) meetings
a) 1, 2 and 4 only
b) All of the above
c) 1 and 4 only
d) 1, 3 and 4 only
12 The 7 Step Improvement Process can BEST be described as?
a) The Seven P's of Continual Service Improvement (CSI)
b) A service improvement methodology based on the Deming Cycle
c) A set of roles and responsibilities for managing service improvements
d) A process for defining what is to be measured, gathering the data, processing

the data and using it to take corrective action
Page 4
13 Which of the following is a benefit of using an Incident Model?
a) It will make Problems easier to identify and diagnose
b) It means known Incident types never recur
c) It provides pre-defined steps for handling particular types of Incidents
d) It ensures all Incidents are easy to solve
14 Facilities Management refers to:
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 Centre
d) The procurement and maintenance of tools that are used by IT Operations staff
to maintain the infrastructure
15 Which of the following statements are CORRECT?

1. A Process responds to specific events
2. A process is performance driven and able to be measured
a) 1 only
b) Both of the above
c) Neither of the above
d) 2 only
16 The Information Security Policy should be available to which groups of people?
a) Senior Business Managers and all IT staff
b) Senior Business Managers, IT Executives and the Security Manager
c) All Customers, Users and IT staff
d) Information Security Management staff only
Page 5
17 The ITIL core is structured around:
a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
18 Which phase of the Service Lifecycle provides a framework for evaluating service
capability and risk profile before a service is deployed?
a) Service Strategy
b) Service Design
c) Service Transition
d) Service Operation
19 Which of the following statements are CORRECT about Functions?

1. They provide structure and stability to organisations
2. They are self-contained units with their own capabilities and resources
3. They rely on processes for cross-functional coordination and control
4. They are costlier to implement compared to processes
a) 1, 2 and 3 only
b) 1, 2 and 4 only
c) All of the above
d) None of the above
20 Which of the following is an objective of Continual Service Improvement (CSI)?

1. To improve process efficiency and effectiveness
2. To improve services
3. To improve all phases of the Service Lifecycle except Service Strategy
4. To improve standards such as ISO/IEC 20000
a) 1 and 2 only
b) 2 only
c) 1, 2 and 3 only
d) All of the above
Page 6
21 Which of the following describes the Four Ps of Service Design?
a) A process for the design of effective services
b) The Planning, Perspective, Position and People aspects of Service Design
c) Questions that should be asked when reviewing design specifications
d) The People, Partner, Product and Process elements to be considered in the

design of services
22 Which of these statements about Service Desk staff is CORRECT?
a) The Service Desk should try to have a high level of staff turnover as the
training requirements are low and this helps to minimise salaries
b) Service Desk staff should be discouraged from applying for other roles as it is
more cost effective to keep them in the role where they have been trained
c) The Service Desk can often be used as a stepping stone for staff to move into
other more technical or supervisory roles
d) Technical skills are more important to the service desk than business or
interpersonal skills because they enable incidents to be resolved.
23 Positive effects on a customer's business outcomes are derived from:
a) Capabilities that provide the positive effect of the service and resources that
provide the assurance of that effect
b) Service Warranty that provides the positive effect of the service and Service
Utility that provides assurance of that effect
c) Resources that provide the positive effect of the service and capabilities that
provide the assurance of that effect
d) Service Utility that provides the positive effect of the service and Service
Warranty that provides assurance of that effect
24 Which of the following are aims of the Release and Deployment Management
process?
1. To ensure there are clear Release and Deployment plans
2. To ensure that skills and knowledge are transferred to operations and support staff
3. To ensure there is minimal unpredicted impact on production services, operations
and support
4. To provide cost justifiable IT capacity that is matched to the needs of the business
a) 1, 2 and 3 only
b) All of the above
c) 1 and 3 only
d) 1, 3 and 4 only
Page 7
25 Which of the following would be stored in the Definitive Media Library (DML)?
1. Copies of purchased software
2. Copies of internally developed software
3. Relevant licence documentation
4. The Change Schedule
a) All of the above
b) 1 and 2 only
c) 2, 3 and 4 only
d) 1, 2 and 3 only
26 Which of the following is a Process Owner responsible for?
a) Purchasing tools to support the process
b) Ensuring that targets specified in a Service Level Agreement (SLA) are met
c) Carrying out activities defined in the process
d) Ensuring that the process is performed as documented
27 The wording of a Service Level Agreement (SLA) should be:
a) In technical language to ensure that it fully reflects the details of the service to
be provided
b) In legal language to ensure that all terms are fully defined and unambiguous
c) Clear and concise and leave no room for ambiguity so everyone can
understand it
d) In both legal and technical language to cover the needs of the business and
the service provider
28 Which of the following is a MAJOR activity of Demand Management?
a) Increasing customer value
b) Understanding patterns of business activity
c) Increasing the value of IT
d) Aligning the business with IT cost
Page 8
29 The goal of Service Asset and Configuration Management is to:
a) Account for all the financial assets of the organisation
b) Provide a logical model of the IT Infrastructure, correlating IT services and

different IT components needed to deliver the services
c) Build service models to justify ITIL implementations
d) Implement ITIL across the organisation
30 A technician uses a pre-defined technique to restore service as the Incident has

been seen before. This is an example of:
a) A Workaround
b) A Standard Change
c) A Service Capability
d) An Alert
31 The RACI model ensures which combination of the following roles are allocated for
processes?
a) Responsible, Accountable, Consulted, Informed
b) Responsible, Achievable, Consulted, Informed
c) Realistic, Accountable, Consulted, Informed
d) Responsible, Accountable, Corrected, Informed
32 Which of the following is the BEST description of an Operational Level Agreement

(OLA)?
a) An agreement between an IT Service Provider and another part of the same
organisation that assists in the provision of services
b) A written agreement between the IT Service Provider and the IT Customer(s)
defining key targets and responsibilities of both parties
c) An agreement between two Service Providers about the levels of Service
required by the customer
d) An agreement between a 3rd party Service Desk and the IT customer about fix
and response times
Page 9
33 The Service Design Package should detail all aspects of the service and its
requirements through subsequent stages of its Lifecycle. Which of the following are
valid elements?
1 Agreed and documented Business Requirements
2. A service definition for operations
3. Requirements for new or changed processes
4. Metrics to measure the service
a) 1 only
b) 2 and 3 only
c) 1, 2 and 4 only
d) All of the above
34 Which process reviews Operational Level Agreements (OLAs) on a regular basis?
a) Supplier Management
b) Service Level Management
c) Service Portfolio Management
d) Demand Management
35 Which of the following is the BEST example of a benefit that might be obtained by
using Service Operation tools?
a) To help to design services, ensuring standards and conventions are followed
b) To help ensure that Incidents are logged as quickly as possible
c) To help enable different scenarios to be modelled
d) To help implement Enterprise Architectures
36 The Service Level Manager has responsibility for ensuring that the aims of Service
Level Management are met. The Service Level Manager is NOT responsible for?
a) Negotiating and agreeing Operational Level Agreements (OLAs)
b) Ensuring that all non-operational service are recorded within the Service
Catalogue
c) Negotiating and agreeing Service Level Agreement (SLA)
d) Assisting with the production and maintenance of an accurate Service

Catalogue
Page 10
37 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 authorised users
3. Defining security policies for system access
4. Monitoring the availability of systems that users should have access to
a) 2 and 4 only
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only
38 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 realised 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
39 Which of the following are examples of tools that might support the Service
Transition phase of the Lifecycle?
1. A tool to store definitive versions of software
2. A workflow tool for managing changes
3. An automated software distribution tool
4. Testing and validation tools
a) 1, 3 and 4 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only
Page 11
40 Which of the five major aspects of Service Design is missing from the list below?
1. The design of services
2. The design of service management systems and tools
3. The design of technology architecture and management systems
4. The design of the processes required
5. ?
a) The design of Functions
b) The design of Service Level Agreements (SLAs)
c) The design of applications
d) The design of measurement systems, methods and metrics
Page 12
Document Details
Document Name ITILv.3FoundationSample7_ANSWERS_v3.0.doc
Purpose of Document To provide the answers to the ITIL® v.3 Foundation Sample
Paper 7 for ATOs and exam candidates to the INTERIM
Foundation syllabus
Prepared By ITIL® v.3 Examination panel
Date of First Draft 31 March 2008
Date Approved 31 March 2008
Version History
3.0 31 March 2008 New Document (to replace Sample Paper 6)
Distribution List
®
ITILv3FoundationSample7_ANSWERS_v3.0 – 31 March 2008
ITIL® v.3 Foundation Examination: Sample Paper 7
ANSWER SHEET
Answer Key for Exam Paper: ITILv3FoundationSample7_ANSWERS_v3.0.doc
Q A Syllabus Ref Q A Syllabus Ref
1 A 04-05 21 D 04-03
2 D 02-02 22 C 06-01
3 A 04-09 23 D 03-01
4 D 05-04 24 A 05-06
5 A 05-08 25 D 03-19
6 D 06-01 26 D 07-01
7 A 05-07 27 C 05-03
8 B 03-28 28 B 05-02
9 C 05-09 29 B 05-06
10 C 04-10 30 A 03-30
11 D 07-01 31 A 07-02
12 D 05-09 32 A 03-12
13 C 05-07 33 D 03-14
14 C 06-02 34 B 05-03
15 B 01-06 35 B 08-01
16 C 05-04 36 B 05-03
17 C 02-01 37 D 05-08
18 C 02-06 38 B 04-07
19 A 01-04 39 C 08-02
20 A 02-10 40 D 04-04
ITILv3FoundationSample7_ANSWERS_v3.0 – 31 March 2008
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Sample Exams: ITIL V3 Foundation For IT Service Management

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Sample Exams: ITIL V3 Foundation For IT Service Management

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ITIL V3 Foundation for

ITIL® v. 3 Foundation Examination:

1. All 40 questions should be attempted.

2. There are no trick questions.

3. All answers are to be marked on the original examination paper.

4. Please use a pen to mark your answers with either a 9 or x .

5. You have 1 hour to complete this paper.

6. You must get 26 or more correct to pass.

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

c) Both of the above

d) Neither of the above

2 Which of the following are characteristics of every process?

d) All of the above

a) Master copies of software

b) Backups of application data

d) Master copies of controlled documentation

b) Service Strategy and Continual Service Improvement

c) Service Strategy, Service Transition and Service Operation

d) Service Strategy, Service Design, Service Transition, Service Operation and

a) To monitor and report availability of services and components

c) To guarantee availability levels for services and components

6 What is the BEST definition of an Incident Model?

b) A type of Incident involving a standard (or model) type of Configuration Item

7 The priority of an Incident is BEST described as:

a) The relative importance of the Incident based on impact and urgency

b) The speed with which the Incident needs to be resolved

a) Event Management and Request Fulfilment

b) Event Management and Service Desk

c) Facilities Management and Event Management

d) Change Management and Service Level Management

10 Which of the following is NOT one of the ITIL core publications?

11 Which of the following statements about Supplier Management is INCORRECT?

a) Supplier Management negotiates Operational Level Agreements (OLAs) with

c) Supplier Management maintains information in a Supplier and Contract

12 What is the role of the Emergency Change Advisory Board (ECAB)?

c) To assist the Change Manager in evaluating Emergency Changes and to

b) A Service Desk where analysts only speak one language

d) A Service Desk that could be in any physical location but uses

14 Which of the following statements is CORRECT?

d) All of the above

15 Which of the following is the CORRECT description of 'normal service operation'?

a) The response time of the service meets user expectations

16 Which of the following is a Service Owner responsible for?

a) Continual Improvement of the service

b) Designing and documenting a service

c) Carrying out the Service Operations activities needed to support a service

d) Producing a Balanced Scorecard showing the overall status of all services

a) A strategy for the successful completion of all Service Management projects

d) The business perspective as perceived by the customer and the user of

18 The BEST definition of an Event is:

a) An occurrence where a performance threshold has been exceeded and an

d) A planned meeting of customers and IT staff to announce a new service or

19 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) Analysing the business impact of an Incident

d) Creating a Balanced Scorecard showing the overall status of service

20 Which of the following statements is CORRECT for all IT services?

a) They deliver resources and capabilities to customers

b) They deliver costs and risks to customers

c) They deliver business solutions to customers

d) They deliver value to customers

a) Service Operation: Application Management