ITIL Foundation - 100 Sample Questions

ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 1

A customer based SLA structure includes: A. B. C. D.

2

Which one of the following is NOT necessarily a direct benefit of implementing a formal incident management process ? A. B. C. D.

3

Market Rate The going rate that is agreed with customers Cost-Plus Profitable

Which of the following is NOT an element of Availability Management? A. B. C. D.

5

Improved User satisfaction Incident Volume Reduction Elimination of lost incidents Less disruption to both IT support staff and users

An IT department is seeking to set its prices to match those of external suppliers selling comparable services. Which one of the following is the best description of this approach. A. B. C. D.

4

An SLA with each individual Customer group, covering all of the services they use. An SLA covering all customer groups and all the services they use. SLA’s for each service that are customer-focused and written in business language An SLA for each service type, covering all those customer groups that use that service.

Verification Security Reliability Maintainability

The Extent of CI information held in the CMCB should:

A. B. C. D.

Be as detailed as possible so that reports can be produced to avoid spending a lot of money. Be as high level as possible Match the organisation’s requirement for information to be held Vary according to cost

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6

To enable a new Service Desk management tool to be implemented, the capacity of the service desk servers has to be extended. Who is responsible for managing the request for additional capacity? A. B. C. D.

7

Configuration Management plans should be integrated with those of: A. B. C. D.

8

Service Level Management IT Financial Management & Continuity Management Change & Capacity Management Change & Release Management

Possible problems with Change Management include: A. B. C. D.

9

Service Level Manager Change Manager Capacity Manager Financial Manager

Lack of Ownership of impacted services Increased visibility and communication of changes Better alignment of IT servicesnto actual business needs The ability to absorb a larger volume of change

Which of the following would normally be included in a Capacity Plan? A. B. C. D.

Options Management Summary Business Workload Forecasts Backout Plans A. B. C. D.

10

2, 3 and 4 All of them 2 and 3 only 1, 2 and 3

Which of the following activities is NOT uncluded in the Operational Management stage of the continuity Management Life-cycle? A. B. C. D.

Develop Procedures and Initial Testing Education and Awareness Review, Audit and Assurance Ongoing Training and Testing

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11

Intermediate Recovery is initially concerned with which of the following time periods? A. B. C. D.

12

4 to 24 hours More than 72 hours 24 to 72 hours 4 to 8 hours

Which of the following are likely members of the Change Advisory Board? 1. 2. 3. 4.

Problems Manager Customer Representatives Change Manager Senior IT technical managers A. B. C. D.

13

All of them 2 and 3 only 1, 2 and 4 1, 3 and 4

Consider the following activities: 1. 2. 3. 4.

The analysis of raw data The identification of trends The definitionof service Management Processes The implementation of preventative measures

Which of the above should be easier after implementing a good IT service Management software Tool? A. B. C. D. 14

1, 2 and 4 2 and 3 All of them None of them

The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is: A. B. C. D.

Root Cause Analysis Service Outage Analysis Business Impact Analysis Component Failure Impact Analysis

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15

In Availability Management, What is SOA? A. B. C. D.

16

Serviceability is an element of Availability Management. How is it best defined? A. B. C. D.

17

Direct Costs can be allocated to a single customer, service or activity. Depreciation is used to calculatehow maintainance can be offset against tax. Staff costs are capital costs because of their high value Cost centres are used to measure ROCE (Return on Capital Employed)

Which of the following is NOT a major CI type? A. B. C. D.

19

The prevention of failure, and the ability to keep services and components operable. The ability to restore services or components back to normal operation The percentage of the agreed service hours for which the service is available. The support which external suppliers can be contracted to provide for parts of the IT infrastructure.

Which of the following statements is TRUE? A. B. C. D.

18

System Optimisation Approach Systematic Operational Adjustment Serviceability of Applications Service Outage Analysis

Documentation Software Purchase Order Accomodation

Where would information relating to software release components be stored? A. B. C. D.

DSL AMDB CMDB CDB

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20

A remote site has recently had its Local Area Network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with the netqork capacity. Who should they contact for assistance? A. B. C. D.

21

Network Management The Service Desk Capacity Management Problem Management

The following activities are involved in implementing a Service Management function: 1. 2. 3. 4.

Tool Selection Tool Specification Process Design Functional requirements analysis

In which order should the above activities be taken? A. B. C. D.

22

4–2–1–3 4–3–2–1 2–1–4–3 2–1–3–4

The process to implement SLAs comprises the following activities in sequence: A. Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft SLRs, negotiate service levels, agree SLAs. B. Draft SLAs, review underpinning contracts and OLAs, negotiate service levels, catalogue services, agree SLAs. C. Review underpinning contracts and OLAs, draft SLAs, Catalogue services, negotiate service levels, agree SLAs. D. Catalogue services, establish SLRs, review underpinning contracts and OLAs, negotiate Service levels, agree SLAs

23

Which of the following statements is TRUE? A. B. C. D.

An urgent release is always a delta release. A full release may contain package and delta releases A full release may contain several delta releases A package release may contain full and delta releases

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24

Which of these best describes the purpose of Capacity Management? A. B. C. D.

25

To reduce costs and performance levels to a minimum. To ensure that there is always sufficient capacity available to meet all customer demands. To ensure that business demands are affordable and achievable. To provide cost-effective IT capacity to meet agreed service levels.

Consider the following: A. B. C. D.

26

Incident Diagnostic scripts A knowledge base of previously recorded incidents A Configuration Management Database covering the infrastructure supported. A forward schedule of Change

The service Desk can act as a focal point for: 1. 2. 3. A. B. C. D.

27

1 Only 2 Only 1&3 1, 2 & 3

Which of these is NOT a recognised service desk structure? A. B. C. D.

28

Receiving incidents & service requests from users. Recording change requests from users Handling complaints and queries

Remedial Service Desk Virtual Service Desk. Local Service Desk. Central Service Desk.

The wording of SLAs and OLAs should be: A. Technically focused, so that they may be understood by IT professionals. B. A mixture of business, technical and legal language, so that they can be understood by everyone. C. Clear and consise, leaving no room for ambiguity. D. Legally worded as they must be contractually binding.

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29

Consider the following list: 1. 2. 3. 4.

Modelling Risk Analysis Application Sizing DSL maintenance

Which two from the above list are among the main responsibilities of Capacity Management. A. B. C. D. 30

At what point does an Incident turn in to a problem? A. B. C. D.

31

1&2 3&4 2&4 1&3

When it is Urgent. When it is a major Incident If the person reporting the Incident is very senior Never.

Does Problem Management depend entirely on having a mature incident Management process in place. A. Yes, because without a mature Incident Management process in place there is NO reliable information available. B. No, because the quality of Incident Management information is of little importance to proactive Problem Management. C. No, because progress can still be made on solving long-standing problems. D. Yes, because trend analysis cannot be undertaken without a lot of accurate Incident Management information.

32

For which of these activities is the change manager responsible? A. B. C. D.

Establishing the root cause of a Capacity Incident which has led to an RFC being raised. Devising the backout plan for a significant change. Chairing the CAB. Ensuring the release has reached the target Cis.

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33

Which of these statements is true when deciding on the initial scope and depth of the information to be held in a CMDB? A. You should try and capture as much information as possible about all types of CIs. B. You shouldn’t collect detailed information about Cisthat are not under Change control. C. You shouldn’t worry too much about change control, the main objective is to get the database loaded. D. You should try to satisfy all the wishes of the IT staff.

34

There are strong links between Service Level Management and … 1. 2. 3. 4. 5.

Incident Management Availabilty Management Configuration Management IT Service Continuity Management Change Management A. B. C. D.

35

Within a CMDB, which relationships are most likely to exist between Incidents and Problems? 1. 2. 3.

One Incident to One Problem One Incident to many Problems Many Incidents to one Problem A. B. C. D.

36

1, 3 & 5 2 and 4 2, 3 & 5 All of them.

1 and 2 only 2 and 3 only 1 and 3 only All of them

Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk? A. B. C. D.

The number of Problems raised The number of Known errors identified The number of Problems correctly categorised The number of RFCs raised

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37

Which of the following best describes the goal of Service Level Management? A. To maintain and improve IT service qualiyu in line with business requirements. B. To provide IT Services at the lowest possible cost by agreeing with customers their minimum requirements for service availability and ensuring performance does not exceed these targets. C. To provide the highest possible level of service to customers and continually improve on this through ensuring all services operate at maximum availability. D. To ensure that IT delivers the same standard of service at the least cost.

38

Which of these is a DIRECT benefit of having a Service Desk? A. B. C. D.

Customer Service Level Requirements are established. Technical support staff are less likely to be interrupted to deal with user’s calls. Changes taking place are properly co-ordinated. All the information in the CMDB is kept up to date.

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39

The scope of a Release can best be defined by: A. B. C. D.

40.

The RFCs that it satisfies The number of updates to the DHS Service Level Metrics The DSL configuration

An ‘Unabsorbed’ cost is best described as: A. B. C. D.

A capital cost A type of charging policy An uplift to allocated costs A revenue stream

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ITIL Foundation Sample Exam Questions- Marking schema The Evaluation Examination Results A maximum of 40 points can be earned on an ITIL Foundation examination. A score of 26 points or higher is considered a passing grade. The following table relates the number of points earned to a grade. Failed Number of Points Earned

Grade

Passed Number of Points Earned

Grade

0 – 11

1

26 – 29

6

12 – 15

2

30 – 32

7

16 – 18

3

33 – 36

8

19 – 22

4

37 – 39

9

23 – 25

5

40

10

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question

Sample Foundation Examination sample Paper 1 - Answers The table below shows the correct answers to the questions in this sample examination. No:

Ans

Points

No:

Ans

Points

1

A

1

21

B

1

2

B

1

22

D

1

3

A

1

23

D

1

4

A

1

24

D

1

5

C

1

25

B

1

6

B

1

26

C

1

7

D

1

27

A

1

8

A

1

28

C

1

9

D

1

29

D

1

10

A

1

30

D

1

11

C

1

31

D

1

12

A

1

32

C

1

13

A

1

33

A

1

14

C

1

34

B

1

15

D

1

35

D

1

16

D

1

36

D

1

17

A

1

37

C

1

18

C

1

38

C

1

19

C

1

39

D

1

20

B

1

40

A

1

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 1

Which of the following is a Service Desk activity? E. To function as the first point of customer contact F. To investigate the cause of disruptions for the customer G. To trace the cause of incidents

2

What is the role of ITIL within IT Service Management? E. F. G. H.

3

To provide an approach based on the best examples taken from practice To serve as the international standard for IT Service Management To serve as the standard model for IT service provision To serve as a theoretical framework for process design

The network managers have excessive workloads and have no time to proactively manage the network. One of the contributing factors to these large workloads is the frequency that users contact these managers directly. Which ITIL process would improve this situation? E. F. G. H.

4

Which task is a Problem Management responsibility? E. F. G. H.

5

Change Management Configuration Management Incident Management Problem Management

To co-ordinate all modifications to the IT infrastructure To record incidents for later study To approve all modifications made to the Known Error database To identify user needs and modify the IT infrastructure based on such needs

The data in the Configuration Management Database (CMDB) can only be modified after permission is granted to modify the infrastructure. Which process grants such permission? E. F. G. H.

Change Management Configuration Management Incident Management Service Level Management

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 6

Which concept is part of Change Management? E. F. G. H.

7

Post Implementation Review Emergency Release Service Request Work-around

A new-networked computer is installed to replace an existing PC. The old PC is installed as a print server for the local area network. Which process is responsible for registering this modification in the Configuration Management Database (CMDB)? E. F. G. H.

8

Change Management Configuration Management Problem Management Release Management

Because of its increased dependency on information systems, a national realty firm decides that there must be assurances for the provision of IT services following an interruption to the service. Which process should be implemented to provide this assurance? E. F. G. H.

9

Availability Management IT Service Continuity Management Service Level Management Service Management

Data provided for the financial administration of XYZ must only be accessible to authorized users. Security Management takes steps to ensure this. By taking these steps, which aspect of data can be ensured? E. F. G. H.

Availability Integrity Stability Confidentiality

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 10

A computer operator notices the full storage capacity of her/his disk will soon be used. To which ITIL process must this situation be reported? E. F. G. H.

11

Availability Management Capacity Management Change Management Incident Management

Which activity is a Release Management responsibility? E. To check whether there is any illegal software on computers within the organization F. To store the original versions of all authorized software within the organization G. To register where each software version is available

12

For which purpose does Service Level Management use data from the Service Desk's incident registration? A. B. C. D.

13

To draw up Service Level Agreements (SLAs) To report on the number and nature of incidents that occurred during a specific period To determine the availability of an IT service using the number of resolved incidents To analyze, together with other data, in order to determine if the agreed service level is being provided

The Service Desk has handled 2317 calls this month. What would these calls include? A. Modifications to Service Level Agreements (SLAs) B. Notices regarding modified Configuration Items (CIs) C. Requests to the IT organization for user support

14

A steel company is merging with a competitor. The IT departments, along with the IT infrastructures of both companies will be combined. Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure? E. F. G. H.

Application Management Capacity Management Computer Operations Management Release Management

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 15

Which concept is not part of Financial Management for IT Services? E. F. G. H.

16

Budgeting Charging Procuring Pricing

Service Level Requirements are used in the Service Level Management process. What do these Service Level Requirements represent? E. F. G. H.

17

The customer's expectations and needs regarding the service What the IT organization expects of the customer The conditions required for the Service Level Agreement (SLA) A paragraph of the SLA with additional specifications required to execute the SLA

Which of the following is one of the responsibilities of Availability Management? E. To enter into contracts with suppliers F. To monitor the availability of a charge through system G. To verify the reliability and the service level of the Configuration Items (CIs) purchased from and maintained by third parties H. To plan and manage the reliability and availability of IT Service

18

A user complains to the Service Desk that an error continually occurs when using a specific application. This causes the connection with the network to be broken. Which ITIL process is responsible for tracing the cause? E. F. G. H.

19

Availability Management Incident Management Problem Management Release Management

A serious incident has occurred. The assigned solution team is unable to resolve this incident within the agreed time. The Incident Manager is called in. Which form of escalation describes the above sequence of events? E. F. G. H.

Formal escalation Functional escalation Hierarchical escalation Operational escalation

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 20

Which of the following best describes a Problem? E. F. G. H.

21

Which concept is part of IT Service Continuity Management? A. B. C. D.

22

One or more Known Errors A known cause of one or more disruptions The unknown cause of one or more incidents A Known Error with one or more incidents

Application Sizing Vulnerability Maintainability Resilience

How does IT Service Management contribute to the quality of IT service provision? E. By recording agreements between internal and external customers and suppliers in formal documents F. By defining generally accepted norms for service levels G. By promoting a customer focus among all the employees of the IT organization H. By planning, implementing and managing a coherent set of processes for providing IT services

23

Performance Management and Resource Management are parts of which process? E. F. G. H.

Availability Management Capacity Management IT Service Continuity Management Service Level Management

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 24

An organization has set up an Incident Management Process. In doing so, several groups were created to resolve specific incidents. These groups include: − PC Solution Team; − Network Solution Team; − Service Desk; − Specialists’ Group to support the other teams. Within an IT organization, support groups are generally categorized by levels. Select the answer that correctly categorizes the support groups mentioned above.

25

A. 0-line First-line Second-line

Service Desk Both Solution Teams Specialists

B. First-line Second-line Third-line Fourth-line

Service Desk PC Solution Team Network Solution Team Specialists

C. First-line Second-line Third-line

Service Desk Both Solutions Teams Specialists

The management of ABC Inc. has insisted that each request for a new workstation installation be handled with optimum efficiency and effectiveness. Which ITIL process is designed to achieve this desired outcome? E. F. G. H.

26

Change Management Customer Liaison Problem Management Service Level Management

Which of the following is a Configuration Item (CI)? E. F. G. H.

A call Documentation An incident A process

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 27

How does Problem Management support the Service Desk activities? E. F. G. H.

28

Which of the following is a Configuration Baseline? E. F. G. H.

29

The standard configuration for the Configuration Management Database (CMDB) A description of a standardized Configuration Item (CI) A set of CIs that is delivered once A recorded snapshot of a product or service, to provide a basis for a configuration audit and regression

Which of the following is the role of the Definitive Software Library (DSL) in the Release Management process? E. F. G. H.

30

It resolves serious incidents for the Service Desk. It studies all incidents resolved by the Service Desk. It relieves the Service Desk by communicating the resolution directly to the user. It makes information on a Known Error available to the Service Desk.

A physical storage area for the original versions of all authorized software in use A reference manual that includes all software documentation A registration tool for all software items A type of Configuration Management Database (CMDB) for software

Your Network Department has made an agreement with an external organization in order to fulfil an agreement with its internal customer. Where would the agreement with the external organization be specified? E. F. G. H.

31

Operational Level Agreement (OLA) Service Level Agreement (SLA) Service Level Requirement (SLR) Underpinning Contract (UC)

How does Availability Management work with Security Management? E. F. G. H.

By making agreements on the availability of the Security Database By making agreements on the security of the Availability Database By establishing the security boundaries based on the availability requirements By implementing the measures specified by Security Management for securing the data

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 32

Which question is being answered when an organization specifies its vision and business objectives? A. B. C. D.

33

Which task is the responsibility of Configuration Management? E. F. G. H.

34

How do we get where we want to be? How do we know we have arrived? Where do we want to be? Where are we now?

Convening the Configuration Advisory Board Physically managing software items Installing equipment at the workplace Recording the relations between Configuration Items (CIs)

After the requisite search, the common cause of a series of incidents is found. This results in a Known Error. In the sequence of things, what should happen after the Known Error has been declared? E. F. G. H.

35

What is the primary task of Error Control? A. B. C. D.

36

All incidents must be resolved as quickly as possible. The error must be resolved using a change. The error must be included in the Configuration Management Database (CMDB). The problem must be identified.

To figure out the details for work-arounds To resolve Known Errors through the Change Management process To recognize and register Known Errors To register and manage Known Errors

Which ITIL process is associated with a Post Implementation Review? A. B. C. D.

Application Management Incident Management Problem Management Release Management

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 37

When processing a Request for Change (RFC), the Change Manager initiates a number of activities. Which action is required if this involves a complex change? E. F. G. H.

38

The Change Manager reports the change to Problem Management. The Change Manager reports the change to Incident Management. The Change Manager presents the change to the Change Advisory Board. The Change Manager presents the change to the IT Manager.

What is the difference between Asset Management and Configuration Management? E. Asset Management only deals with what you own; Configuration Management deals with everything in your infrastructure. F. Asset Management is a superset of Configuration Management, as it includes non-IT assets such as chairs and tables. G. Asset Management deals with the financial aspects of Configuration Items; Configuration Management only deals with the technical details of the infrastructure. H. Configuration Management goes much further than Asset Management, because it also specifies the relations between the assets.

39

Which ITIL process uses Mean Time Between Failures (MTBF)? E. F. G. H.

40

Availability Management Capacity Management IT Service Continuity Management Service Level Management

A company sets up an Intranet for its graphic design workstations. The bandwidth must be increased because of the high volume of illustrations sent over the network. Which ITIL process is responsible for approving the implementation of increased bandwidth? E. F. G. H.

Capacity Management Change Management Availability Management Problem Management

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question The Evaluation Examination Results – Marking schema

A maximum of 40 points can be earned on an ITIL Foundation examination. A score of 26 points or higher is considered a passing grade. The following table relates the number of points earned to a grade. Failed Number of Points Earned

Grade

Passed Number of Points Earned

Grade

0 – 11

1

26 – 29

6

12 – 15

2

30 – 32

7

16 – 18

3

33 – 36

8

19 – 22

4

37 – 39

9

23 – 25

5

40

10

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question

Sample Foundation Examination sample Paper 2 - Answers The table below shows the correct answers to the questions in this sample examination. No:

Ans

Points

No:

Ans

Points

1

A

1

21

B

1

2

A

1

22

D

1

3

C

1

23

B

1

4

C

1

24

C

1

5

A

1

25

A

1

6

A

1

26

B

1

7

B

1

27

D

1

8

B

1

28

D

1

9

D

1

29

A

1

10

D

1

30

D

1

11

B

1

31

D

1

12

D

1

32

C

1

13

C

1

33

D

1

14

B

1

34

B

1

15

C

1

35

B

1

16

A

1

36

C

1

17

C

1

37

C

1

18

C

1

38

D

1

19

C

1

39

A

1

20

C

1

40

B

1

23/28

ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question

1. In which of the following circumstances is requesting an urgent change justified. A. Only one small component requires changing and it is unlikely to affect any other components. B. The CAB meeting has been cancelled because most of the members are unavailable at the time previously agreed. C. The supplier has advised that previous versions will not be supported very much longer. D. The change is needed to correct an error on a business critical system.

2. Within an ITIL compliant Change Management process, who decides on the categorization of a proposed change? A. B. C. D.

Change Manager. Change Advisory Board. Change Requestor Change Implementer

3. Consider the following statements:

3.1. Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes. 3.2.

Change Management controls all aspects of the change process.

Which of these statements are true? A. B. C. D.

Only 1 Neither Only 2 Both

4. Consider the following periodic metrics: 1. 2. 3. 4.

Number of changes implemented during the perio, in total and by CI.. Number of changes backed out, by reason Number of known errors cleared. Number of change management staff training records complete and up to date.

Which of those collected and monitored by Change management. A 1, 2 and 3. B 2, 3 and 4. C. 1, 2 and 4. D. All of them

5. Which of the following is NOT the responsibility of the Release Management process? A. B. C. D.

Distributing Software. The physical aspects of software control. Helping to determine the software release policy. Ensuring that CMDB entries concerning software CI’s are verified.

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question 6. The primary responsibility of Incident Control is: A. B. C. D.

Keeping customers informed of future problems. Matching Incidents with known errors. Restoring service following incidents. Raising multiple incidents to problem management.

7. The percentage of service requests closed without requiring further action is am effectiveness measure of: A. B. C. D.

Availability Management Problem Management Service Desk Service Level Management

8. Status Accounting is an important part of which process? A. B. C. D.

IT Financial Management. Change Management Incident Management Configuration Management

9. Which of the following need NOT be recorded as part of a Change Record? A. B. C. D.

The scheduled implementation date Some details of the back-out-plan. Any CAB recommendations.. The names of the CAB members.

10. Under an ITIL Change Management process, once a change has been built, who should undertake testing? A. B. C. D

The Change builder. The Change Manager. The Change advisory board An independent Tester.

11. How frequent should CAB/EC meetings be held? A. B. C. D.

Daily Monthly Weekly As required

12. The sequence of dealing with problems must be based on... A. The category to which the problem belongs. B. The impact of the problem. C. The priority of the problem.

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question D. The urgency of the problem.

13. A new networked computer is installed to replace an existing PC. The old PC is installed as a print server for the local area network. Which process is responsible for registering this modification in the Configuration Management Database (CMDB)? A. B. C. D.

Change Management Configuration Management Problem Management Release Management

14. A computer operator establishes that a memory disk is in danger of becoming completely full. He reports this to... A. B. C. D.

Capacity Management. Change Management. Planning & Control for IT Services Service Level Management.

15. Because of its increased dependency on information systems, a large financial institution decides that there must be plans for the provision of IT services following a major interruption to the service. Which process, therefore, should be implemented? A. B. C. D.

Availability Management IT Service Continuity Management Service Level Management Service Management

16. A printer in a department of an insurance office has broken down. Hardware Support wants to approach the supplier of the printer to remedy the defect. Hardware Support can obtain data from Configuration Management about which of the following:

1. The location of the printer 2. The type of maintenance contract 3. The number of disruptions the printer has experienced in the last six months Which of the above is correct: A. Only 1 and 2 B. Only 1 and 3 C. Only 2 and 3 D. 1,2, and 3 17. What information does the Service Desk provide to the IT management of an organisation? A. B. C. D.

All deviations from the specified service levels The growth of the IT infrastructure The time spent on investigation and diagnosis for each department The number of incidents per category

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question

18. Which is the correct combination of concepts and ITIL processes? •1. •2. •3. •4.

CMDB DSL MTBF SLA

•a. Availability Management •b. Configuration Management •c. Service Level Management •d. Release Management A. B. C. D.

1-a, 2-b, 3-c, 4-d 1-b, 2-d, 3-a,4-c 1-c, 2-a, 3-d, 4-b 1-d, 2-c, 3-b, 4-a

19. Which of these tasks is a task of Problem Management? A. B. C. D.

Co-ordination of all changes to the IT infrastructure. Classification of Requests for Change (RFCs). Approval of all changes / modifications made to the Known-Error database. Recognising user's requirements and subsequently implementing changes to the IT infrastructure.

20. Which of the following activities does the Service Desk undertake? A. B. C. D.

Error Control, Recording Incidents, Status Accounting Impact determination, Problem Management, Verification Incident Management, Providing Management Information, Recording CIs Incident Management, Providing Management Information, Recording Incidents

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ITIL Foundation Sample PaperS 1, 2 & 3 : Total 100 Questions

Select only ONE answer for each question

Foundation Examination sample Paper 3 - Answers The table below shows the correct answers to the questions in this sample examination. No:

Ans

Points

1

D

1

2

A

1

3

D

1

4

C

1

5

D

1

6

C

1

7

C

1

8

D

1

9

D

1

10

D

1

11

D

1

12

C

1

13

B

1

14

A

1

15

B

1

16

D

1

17

D

1

18

B

1

19

C

1

20

D

1

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