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A. Refuse the request because they must operate the service to meet the agreed service levels
B. Make a decision based on balancing stability and responsiveness
C. Accept the request as they must support customer business outcomes
D. They should escalate this decision to Service Strategy

Answer: B
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

A. Service Design
B. Service Transition
C. Service Strategy
D. Service Operation

Answer: C
Question: 50
Which of the following activities are carried out in the “Where do we want to be?” step of the
Continual Service Improvement (CSI) Model?

A. Implementing service and process improvements
B. Reviewing measurable improvements
C. Creating a baseline
D. Defining measurable targets

Answer: D
Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?

A. Service Operation
B. Service Transition and Service Operation
C. Service Design, Service Transition and Service Operation
D. Service Strategy, Service Design, Service Transition, Service Operation and Continual Service
Improvement

Answer: D
Which of the following is NOT a purpose of Service Transition?

A. To ensure that a service can be managed, operated and supported
B. To provide training and certification in project management
C. To provide quality knowledge of Change, Release and Deployment Management
D. To plan and manage the capacity and resource requirements to manage a Release

Answer: B

Question: 54
Major Incidents require:

A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation

Answer: A

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2. 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) Analyzing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of Service Management

3. What is the main reason for establishing a baseline?
a) To standardize operation
b) For knowing the cost of services provided
c) For roles and responsibility to be clear
d) For later comparison

4. Which of the following is NOT an objective of Service Operation?
a) Through testing, to ensure that services are designed to meet business needs
b) To deliver and support IT services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes

5. Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?
a) They are driven by patterns of business activity
b) It is impossible to predict how they behave
c) It is impossible to influence demand patterns
d) They are driven by the delivery schedule generated by capacity management

6. Which of the following is NOT one of the ITIL core publications?
a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy

7. 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) All of the above
b) 1 only
c) 2 only
d) None of the above

8. Which is the correct sequence of events in the selection of a technology tool?
a) Select Product, Requirements, Selection Criteria, Evaluate Product
b) Selection Criteria, Requirements, Evaluate Product, Select Product
c) Requirements, Selection Criteria, Select Product, Evaluate Product
d) Requirements, Selection Criteria, Evaluate Product, Select Product

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

10. The priority of an Incident refers to?
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

11. The goal of Service Asset and Configuration Management is to?
a) Account for all financial assets of the organization
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 the ITIL implementations
d) Implement ITIL across the organization

12. 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 Fulfillment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management

13. Which of the following identifies two Service Portfolio components within the Service Lifecycle?
a) Requirements Portfolio and Service Catalogue
b) Service Knowledge Management System and Service Catalogue
c) Service Knowledge Management System and Requirements Portfolio
d) Requirements Portfolio and Configuration Management System

14. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle?
1. Hardware and Software design
2. Environmental design
3. Process design
4. Data design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only

15. Business drivers and requirements for a new service should be considered during?
a) Review of the router operating system patches
b) Review of the current capabilities of IT service delivery
c) The Post Implementation Review (PIR) of a change
d) Decommissioning legacy servers

16. 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 program

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 utilization of resources
c) Levels of Configuration and testing required to deliver a Service Capability
d) The business perspective as perceived by the customer and the user of services

18. Technical Management is NOT responsible for?
a) Maintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and support the IT infrastructure
c) Defining the Operational Level Agreements for the technical teams
d) Diagnosis of, and recovery from, technical failures

19. 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

20. Which of the following activities is Service Level Management responsible for?
a) Design the configuration management system from a business perspective
b) Create technology metrics to align with customer needs
c) Create a customer facing service catalogue
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?
a) Objectives, Metric, Desired outcome
b) Business Objectives, IT objectives, Process metrics
c) Desired outcome, Supplier metrics, IT objectives
d) People, Products, Technology

22. 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

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
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

24. Consider the following statements:
1. 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
Which of the above statements is CORRECT?
a) 1 and 2 only
b) 2 only
c) 1, 2 and 3 only
d) All of the above

25. Which of the following statements are CORRECT about Functions?
1. They provide structure and stability to organizations
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

26. If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?
a) They are likely to increase gradually
b) They are likely to increase dramatically
c) They are likely to gradually reduce
d) They are likely to reduce initially and then gradually return to current level

27. Which of the following statements about Supplier Management is INCORRECT?
a) Supplier Management negotiates internal and external agreements to support the delivery of services
b) Supplier Management ensures that suppliers meet business expectations
c) Supplier Management maintains information in a Supplier and Contracts Database
d) Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement

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
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

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
b) To assist the Change Manager in 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.

30. Which of the following is a good use of a baseline?
a) The desired end state of a project
b) A marker or starting point for later comparison
c) The current desktop models in use
d) The type of testing to be done for a release

31. The main objective 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

32. Operations Control refers to?
a) The managers of the Technical and Applications Management functions
b) Overseeing the execution and monitoring of IT operational events and activities
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

33. Which off the following is a characteristic of every process?
1. It is measurable
2. It is timely
3. It delivers a specific result
4. It responds to a specific event
5. It delivers its primary result to a customer or stakeholder
a) 1, 2, 3 and 4 only
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and 5 only
d) All of the above

34. 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 website to download a licensed copy of software from a list of approved options

35. A Service Level Package is best described as?
a) A definite level of utility and warranty associated with a core service package
b) A description of customer requirements used to negotiate a Service Level Agreement
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

36. Incident Management has a 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
37. A Service owner is responsible for which of the following?
a) Recommending improvements
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

38. 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

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
b) Gather data, process data, analyze 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

40. Which of the following statements is CORRECT for all processes?
a) They define activities, roles, responsibilities, functions and metrics
b) They create value for stakeholders
c) They are carried out by a Service Provider in support of a Customer
d) They are units of organizations responsible for specific outcomes
ITIL Foundation Sample Paper – Answers

Question Answer Question Answer
1 D 21 A
2 D 22 D
3 B 23 C
4 A 24 D
5 A 25 B
6 C 26 A
7 B 27 A
8 A 28 C
9 A 29 B
10 A 30 D
11 B 31 D
12 A 32 C
13 B 33 A
14 C 34 A
15 D 35 C
16 D 36 B
17 D 37 C
18 C 38 B
19 B 39 D
20 B 40 C
ITIL training provides the best structure and framework of approaches, processes, functions and organizational structures that enable a particular specification to be met. The ITIL certification framework has been refined from the knowledge and experience of IT Services Management professionals worldwide. The cyclic updating of ITIL Certification ensures that the guidance describes the best way that the authors could ever discover of accomplishing any particular aspect. That’s why best practices are so compelling; anybody working alone could not duplicate this effort, and will not discover the best way to approach every aspect of ITIL Training without reference to best practice.

To continue the ITIL Training to offer best practice guidelines it must develop with time, to reflect developments in both the business and IT world. To ensure that this is the case, it is refreshed or updated every few years. Following the original release of ITIL Ver.3, the first ITIL certification refresh and republication came in 2000. From there, although ITIL training continued to increase in popularity, it was not until December 2005 that there would be another refresh, which became known widely as ITIL ver.3.

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The ITIL certification covers a wide range of concepts and policies for managing information technology (IT), infrastructure, development and also operations. The overall ITIL framework consists of a glossary of closely defined and widely accepted stipulations. ITIL is a registered trademark of the United Kingdoms Office of Government and Commerce. The ITIL exams cover, in depth, important IT practices with comprehensive checklists, tasks and measures that each IT organization can tailor to their needs.

ITIL was first established as a concept back in the 1980’s. It has since evolved into two other carnations; Version 2 and Version 3, commonly referred to as ITIL v3. Each version revised towards current trends and technologies. The versions of ITIL are:

ITIL Version 1 (released 1980’s)
ITIL Version 2 (released 1990’s)
ITIL Version 3 (released 2007)

ITIL Version 2 is grouped into logical sets rather than the 30 volumes that were part of the original ITIL Version 1. Each set is a group of correlated process guidelines to match different parts of IT management, applications and services. Service Management is by far the most commonly used and understood of the ITIL publications. The overall ITIL structure expands to far greater lengths in version 2.

ITIL Version 2

The 8 groups enclosed in ITIL Version 2 are:

1. Service Delivery
2. Service Support
3. ICT Infrastructure Management
4. Security Management
5. The Business Perspective
6. Application Management
7. Software Asset Management
8. Planning to Implement Service Management

ITIL Version 3

ITIL version 3 takes the framework one step further by refining processes and terms to align with today’s standards. The 5 groups comprising ITIL Version 3 are:

1. Service Strategy
As the centre and origin point of the ITIL Service Lifecycle, the Service Strategy volume provides guidance on clarification and prioritization of service provider investments in services

2. Service Design
The ITIL Service Design framework provides good practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself

3. Service Transition
Service transition relates to the delivery of services required by the business into live/operational use, and often encompasses the “project” side of IT rather than “BAU” (Business As Usual)

4. Service Operation
Best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where “customers” refer to those individuals who pay for the service and negotiate the SLAs)

5. Continual Service Improvement
The goal of Continual Service Improvement is to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes

Note: ISO/IEC20000 and ITIL Version 3 are quite different. ISO20000 does not recognise assets which include management organisation, process, knowledge, people, information, applications or infrastructure. Instead, ICO/IEC20000 deals with the management of financial assets. These are quite different from the assets managed through the ITIL.

Our practice exam covers the full spectrum of ITIL methods and framework techniques. Including:

Service Desk
Local Service Desk, Central Service Desk, Virtual Service Desk
Incident Management
Level Agreement
Problem Management
Problem classification, Problem investigation and diagnosis, Problem identification and recording
Trend analysis;
Change Management
Minimal disruption of services, Reduction in back-out activities
Request for Change, Forward Schedule of Changes
Release Management
Release Categories
Delta Release, Full Release, Packaged Release
Configuration Management
Service Level Management, Capacity Management, Availability Management
IT Service Continuity Management, Financial Management
Capacity Management
Availability Management
Reliability, Maintainability, Serviceability, Resilience, Security
Financial Management for IT Services
Security Management
ICT Infrastructure Management
ICT Design and Planning
ICT Operations Management
Application Management
Software Asset Management

Our free practice test for ITIL covers the full syllabus of the exam and is the ideal ITIL training simulator. All candidates hoping to take this exam should be able to demonstrate competence in all aspects of ITIL practices. Each ITIL book should be read from front to back to ensure full preparedness.

All our free questions are presented in our unique multiple choice simulator that mimics the actual exam content by pulling random questions from a pool of hundreds! Simply read the ITIL question to understand the topic or area being tested, then select the appropriate choice from the radio buttons underneath. The exam simulator informs you of right or wrong answers as you progress. There are 15 random questions per practice exam, and you are free to take the ITIL exam as many times as you wish. Please bookmark this page, as we revise new questions on a regular basis. Always stay ahead of the curve, use Accelerated Ideas as you number one training provider for practice exams.

Please Note: Our exam does not contain official sample or live questions which are protected by APM Group Copyright or Crown Copyright.

Quote:Key features:
The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
Gives an overview of the guidance specific to each stage of the lifecycle.
Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application.

Brief Table of Contents:
===============
Introduction
Core Guidance Topics
The ITIL Service Management Lifecycle – Core of Practice
Service Strategy – Governance and Decision-Making
Service Design – Building Structural Service Integrity
Service Transition – Prepairing for Change
Service Operation
Continual Service Improvement
Complementary Guidance
The ITIL Service Management Model

File size: 13 MB
File type: PDF (Scanned)

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ITIL Foundation v.3
418 Q&A
Version 10.0

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Eight tests consisting of ten questions each based each of the eight Key Element areas of the ITIL v3 Foundation course syllabus
Service Management as a Practice.
The Service Lifecycle.
Generic Concepts and Definitions.
Key Principles and Models.
Selected Processes.
Selected Functions.
Selected Roles.
Technology and Architecture

What are these BEST described as?

A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups

What type of improvement should be achieved by using the Deming Cycle?

A. Rapid, one-off improvement
B. Return on investment within 12 months
C. Quick wins
D. Steady, ongoing improvement

Answer: D
Access Management is closely related to which other processes?

A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only

Answer: C
Service Transition contains detailed descriptions of which processes?

A. Change Management, Service Asset and Configuration Management, Release and
Deployment Management
B. Change Management, Capacity Management Event Management, Service Request
Management
C. Service Level Management, Service Portfolio Management, Service Asset and Configuration
Management
D. Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfilment

Answer: A

Which of the following statements about the Service Portfolio and Service
Catalogue is the MOST CORRECT?

A. The Service Catalogue only has information about services that are live, or being prepared for
deployment; the Service Portfolio only has information about services which are being
considered for future development
B. The Service Catalogue has information about all services; the Service Portfolio only has
information about services which are being considered for future development
C. The Service Portfolio has information about all services; the Service Catalogue only has
information about services which are live, or being prepared for deployment
D. Service Catalogue and Service Portfolio are different names for the same thing

Answer: C
Which of the following statements is CORRECT?

A. Process owners are more important to service management than service owners
B. Service owners are more important to service management than process owners
C. Service owners are as important to service management as process owners
D. Process owners and service owners are not required within the same organization

Answer: C
Which of the following is the BEST description of a relationship in Service Asset and
Configuration Management?

A. Describes the topography of the hardware
B. Describes how the Configuration Items (CIs) work together to deliver the services
C. Defines which software should be installed on a particular piece of hardware
D. Defines how version numbers should be used in a release

Answer: B
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Exam Name: EX0-101 – ITIL Foundation v.3
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A. Change Management, Service Asset and Configuration Management, Release and
Deployment Management
B. Change Management, Capacity Management Event Management, Service Request
Management
C. Service Level Management, Service Portfolio Management, Service Asset and Configuration
Management
D. Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfilment

Answer: A

A Know Error has been raised after diagnosis of a Problem was complete but before a
workaround has been found. Is this a valid approach?

A. Yes
B. No, the workaround must be found before a Known Error is created
C. No, a Known Error can only be raised after the permanent resolution has been implemented
D. No, a Known Error must be raised at the same time as a problem

Answer: A
In the Continual Service Improvement (CSI) model, the stage ‘How do we get there?’ is
underpinned by which set of activities?

A. Baseline assessments
B. Service and process improvements
C. Taking measurements and recording metrics
D. Setting measurement targets

Answer: B
A consultant has made two recommendations to you in a report:
1. To include legal terminology in your Service Level Agreements(SLAs)
2. It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?

A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above

Answer: D

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