ITIL Foundation Examination Sample B v4.0 Combined

The ITIL Foundation Examination
Sample Paper B, version 4.0

Multiple Choice
Instructions
1.
2.
3.
4.
All 40 questions should be attempted.

All answers are to be marked on the answer grid provided.
You have 60 minutes to complete this paper.
You must achieve 26 or more out of a possible 40 marks (65%) to pass this
examination.
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Ltd 2011
The Swirl logo is a Trade Mark of the Office of Government Commerce
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
ITIL Foundation Examination SampleB v4.0.docx
This document must not be reproduced without express permission from The APM Group Ltd.
Version 4.0 (Live)
Owner APM Group-The Accreditor
Page 1
1. Input from which processes could be considered by service level management when
negotiating service level agreements (SLA)?
a)
b)
c)
d)
All other ITIL processes

Capacity and availability management only
Incident and problem management only
Change management, and release and deployment management only
2. Which of the following statements about a standard change is INCORRECT?

a) A standard change is one for which the approach is pre-authorized by change
management
b) Approval or authorization for each instance of a standard change will be granted by the
nominated authority for that change
c) Standard changes are usually low risk and well-understood
d) Standard changes are only raised by incident management
3. Which of these statements about service desk staff is CORRECT?
a) The service desk staff require less training than other members of the IT department
b) Service desk staff should represent customer views during service level agreement (SLA)
negotiations
c) Awareness of business priorities is essential for service desk staff to do their job well
d) Service desk staff should undertake root cause analysis of all calls they resolve
4. Which of the following statements about demand for IT services is CORRECT?
a)
b)
c)
d)
It is driven by patterns of business activity

It is impossible for demand to be predicted
It is impossible to influence demand patterns
It is driven by the delivery schedule generated by capacity management
5. Which of the following activities is carried out by facilities management?

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
6. Which process would assist with the identification and resolution of any incidents and
problems associated with service or component performance?
a)
b)
c)
d)
Capacity management
Supplier management
Technology management
Change management
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Page 2
7. Which of the following statements about the known error database (KEDB) is MOST correct?
a) The KEDB is the same database as the service knowledge management system (SKMS)
b) The KEDB should be used during the incident diagnosis phase to try to speed up the
resolution process
c) Care should be taken to avoid duplication of records in the KEDB. This can be done by
giving as many technicians as possible access in order to create new records
d) Access to the KEDB should be limited to the service desk
8. Which of these statements about key performance indicators (KPIs) and metrics is/are
CORRECT?
1.
2.
3.
4.
Service metrics measure the end-to-end service

Each KPI should relate to a critical success factor
Metrics can be used to identify improvement opportunities
KPIs can be both qualitative and quantitative
a)
b)
c)
d)
1 only
2 and 3 only
1, 2 and 4 only
All of the above
9. Which of the following maintains relationships between all service components?

a)
b)
c)
d)
The capacity plan

The definitive media library
The configuration management system
A service level agreement
10. Which of the following statements about a definitive media library (DML) are CORRECT?
1. The DML can include a physical store
2. The DML holds definitive hardware spares
3. The DML includes master copies of controlled documentation
a)
b)
c)
d)
All of the above

1 and 2 only
2 and 3 only
1 and 3 only
11. Which of the following statements is/are CORRECT?

1. Problem management can support the service desk by providing known errors to speed
up incident resolution
2. Problem management is the only source of information to service level management
about the impact of changes
a)
b)
c)
d)
1 only
2 only
Both of the above
Neither of the above
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Page 3
12. A failure has occurred on a system and is detected by a monitoring tool. This system supports
a live IT service. When should an incident be raised?
a) When users notice the failure
b) No incident should be raised if the technicians have seen this before and have a
workaround
c) Only if the failure results in a service level being breached
d) Immediately, to limit or prevent impact on users
13. Where would you find the answer to a question about how IT resources and capabilities
should be allocated across the service lifecycle?
a)
b)
c)
d)
Definitive media library

Service portfolio
Schedule of change
Performance review
14. Which activities does service asset and configuration management ensure are performed on
configuration items (CIs)?
1. CIs are identified
2. Baselines of configuration are kept
3. Changes to CIs are controlled
a)
b)
c)
d)
All of the above

1 and 2 only
1 and 3 only
2 and 3 only
15. Which of the following statements about processes is/are CORRECT?

1. All processes must have an owner
2. A process takes one or more inputs and turns them into defined outputs
a)
b)
c)
d)
1 only
2 only
Both of the above
Neither of the above
16. Which of the following statements is CORRECT for ALL processes?

a)
b)
c)
d)
They define functions as part of their design

They should deliver value for stakeholders
They are carried out by an external service provider in support of a customer
They are units of organizations responsible for specific outcomes
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Page 4
17. Which process is responsible for packaging, building, testing and deployment of services?
a)
b)
c)
d)
Incident management
Release and deployment management
Service asset and configuration management
Service catalogue management
18. Which of the following is the BEST example of a workaround?

a) A technician installs a script to temporarily divert prints to an alternative printer until a
permanent fix is applied
b) A technician tries several approaches to solve an incident. One of them works, although
the technician 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
19. Which of the following areas would technology help to support?
1.
2.
3.
4.
Self-help
Reporting
Release and deployment
Process design
a)
b)
c)
d)
1, 2 and 3 only
1, 3 and 4 only
2, 3 and 4 only
All of the above
20. What are the four stages of the Deming Cycle?

a)
b)
c)
d)
Plan, Measure, Monitor, Report

Plan, Check, React, Implement
Plan, Do, Act, Audit
Plan, Do, Check, Act
21. Which two processes will negotiate and agree the necessary contracts for the provision of
recovery capability to support all continuity plans?
a)
b)
c)
d)
Service level management and capacity management

Supplier management and service level management
IT service continuity management and service level management
IT service continuity management and supplier management
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Page 5
22. Which is the BEST definition of an incident model?

a)
b)
c)
d)
The template used to define the incident logging form for reporting incidents
A type of incident involving a standard (or model) type of configuration item (CI)
A set of pre-defined steps to be followed when dealing with a known type of incident
An incident that is easy to solve
23. What roles are defined in the RACI model?

a)
b)
c)
d)
Responsible, Accountable, Consulted, Informed

Responsible, Achievable, Consulted, Informed
Realistic, Accountable, Consulted, Informed
Responsible, Accountable, Corrected, Informed
24. In which phase of the service lifecycle is it decided what services should be offered and to
whom they will be offered??
a)
b)
c)
d)
Continual service improvement

Service operation
Service design
Service strategy
25. Which of the following does continual service improvement (CSI) provide guidance on?
1. How to improve process efficiency and effectiveness
2. How to improve services
3. Improvement of all phases of the service lifecycle
a)
b)
c)
d)
1 and 2 only
1 and 3 only
2 and 3 only
All of the above
26. Which of the following is a type of service level agreement (SLA) described in the ITIL service
design publication?
a)
b)
c)
d)
Priority-based SLA
Technology-based SLA
Location-based SLA
Customer-based SLA
27. Which of the following is the BEST definition of an event?

a) An occurrence where a performance threshold has been exceeded and an agreed service
level has been impacted upon
b) An occurrence that has significance for the management of an IT service
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
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Page 6
28. Which service lifecycle phase is responsible for ensuring that measurement methods will
provide the required metrics for new or changed services?
a)
b)
c)
d)
Service design
Service operation
Service strategy
Service delivery
29. Which of the following should be treated as an incident?

1.
2.
3.
4.
A user is unable to access a service during service hours

An authorized IT staff member is unable to access a service during service hours
A network segment fails and the user is not aware of any disruption to service
A user contacts the service desk about slow performance of an application
a)
b)
c)
d)
All of the above

1 and 4 only
2 and 3 only
None of the above
30. Which of the following statements about a change model is CORRECT?

a) A change process model should NOT be used for emergency changes
b) A change process model should be constructed when a significant change is required
c) A change process model predefines steps that should be taken to handle a change in an
agreed way
d) Escalation procedures are outside the scope of a change process model
31. Which is the first activity of the continual service improvement (CSI) model/approach?
a)
b)
c)
d)
Understand the business vision and objectives

Carry out a baseline assessment to understand the current situation
Agree on priorities for improvement
Create and verify a plan
32. Which service operation processes are missing from the following list?
1.
2.
3.
4.
5.
Incident management
Problem management
Access management
?
?
a)
b)
c)
d)
Event management and request fulfilment

Event management and service desk
Facilities management and event management
Change management and service level management
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Page 7
33. Which phase of the service lifecycle provides a framework for evaluating service capability
and risk profile before and during service deployment?
a)
b)
c)
d)
Service strategy
Service transition
Service operation
34. Which of the following activities should a service owner undertake?

1.
2.
3.
4.
Representing a specific service across the organization

Updating the configuration management database (CMDB) after a change
Helping to identify service improvements
Representing a specific service in change advisory board (CAB) meetings
a)
b)
c)
d)
2, 3 and 4 only
All of the above
1, 2 and 3 only
1, 3 and 4 only
35. Which of the following is NOT a goal or objective of availability management?

a)
b)
c)
d)
To monitor and report availability of components

To ensure that service availability matches the agreed needs of the business
To assess the impact of changes on the availability plan
To ensure that business continuity plans are aligned to the business objectives
36. Which of the following is the CORRECT description of the Four Ps of service design?
a)
b)
c)
d)
A four-step process for the design of effective service management

A definition of the people and products required for successful design
A set of questions that should be asked when reviewing design specifications
The four major areas that need to be considered in the design of effective service
management
37. Change management and release and deployment management are processes described
within which phase of the service lifecycle?
a)
b)
c)
d)
Service operation
Service strategy
Service transition
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Page 8
38. Which of the following statements about supplier management is INCORRECT?

a) Supplier management negotiates operational level agreements (OLAs)
b) Supplier management ensures that suppliers meet business expectations
c) Supplier management maintains information in a supplier and contract database or
supplier and contractor management information system
d) Supplier management negotiates external agreements to support the delivery of services
39. Which phase of the service lifecycle will identify, select and prioritize opportunities to deliver
services?
a)
b)
c)
d)
Service strategy
Service transition
Service design
Service operation
40. Which of the following is MOST LIKELY to be managed as a service request using the
request fulfilment process?
a)
b)
c)
d)
A user calls the service desk to order a toner cartridge

After a service review, a functionality change is required to an application
A change to the level of access on a global security profile
Updates to an element of the business continuity plan
Version 4.0 (Live)
Page 9
The ITIL Foundation Examination
Sample Paper B, version 4.0

Multiple Choice
ANSWERS AND RATIONALES
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITIL Foundation Examination SampleB ANSWERSANDRATIONALES v4.0
Version 4.0 (Live)
Page 1
Answer Key and Rationale:

ID
Syllabus
Ref
Book
Ref
593
05-31
SD
4.3.5.2
585
05-51
ST
4.2.4.3
397
06-01
SO 6.3.1
116
03-40
SS
4.4.5.2
207
06-02
SO 6.5.1
144
05-45
SD 4.5.2
568
03-32
SO
4.4.7.2
578
04-10
CSI
4.1.12
574
03-18
ST
4.3.4.3
10
579
03-19
ST
4.3.4.4
11
565
05-72
SO
4.4.6.4
12
695
05-71
SO 4.2.5
13
117
03-03
SS
4.2.4.1
14
581
05-63
ST 4.3.2
15
485
01-10
SS 2.2.2
16
10
01.10
SS 2.2.2
17
161
05-61
ST 4.4.2
Rationale
Given that all processes may be involved in delivering the
service, it is logical that SLM may consult them all when
negotiating agreements.
Changes can be raised in many ways, of which the service
request is only one via the incident management process.
Service desk is focussed on restoring the service as quickly as
possible. They are unlikely to have time, skills or permission to
perform root cause analysis on ALL incidents. Problem
management is engaged in this activity.
A Correct. Demand is driven by patterns of business activity.
B Prediction is possible (retail is busy at public holiday
times). C Demand patterns can be influenced by, amongst
others, restricting the service. D Demand should not be
driven by the service provider but by the customer.
Facilities management, which refers to the management of the
physical IT environment, typically a data centre or computer
rooms.
Performance issues are the realm of capacity management.
A the KEDB is part of the SKMS and NOT the same thing. B
Correct. C duplication should be avoided, but by
RESTRICTING access. D the service desk should use it, but
they are NOT the only ones.
1. Better to measure the whole service if possible 2. KPIs are
derived from CSFs 3. Process metrics identify gaps in
performance. 4. It is better to measure both the quality of the
service (customer satisfaction) and quantity (no failed
changes).
The configuration management system (CMS) is responsible
via its various data sources (CMDBs, etc) for maintaining these
relationships.
The DML is for media only, not hardware spares.
Problem management is the source of known errors but
change management and service asset and configuration
management are likely to be other sources of information
about the impact of changes.
A There does not need to be discernable impact on the user
for an incident to be raised. B Even if a workaround is
available it needs to be recorded to measure the on-going
impact of the incident. C All incidents must be recorded. D
Correct, to restore service as soon as possible.
This is amongst the goals/objectives of service portfolio
management.
1 and 3 (identification and control) are two elements within the
scope of SACM. Configuration baselines are important to give
information such as known states for roll back of releases.
Both statements are correct.
A Process design would involve allocation of activities to
functions but not their definition. B Correct a process
should provide value or why do it? C Not ALL processes are
carried out by external providers. D this is akin to the
definition of a function
All are roles performed during release and deployment
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Page 2
ID
Syllabus
Ref
Book
Ref
18
32
03-30
SO
4.4.5.6
19
229
08-02
SS 7.1
20
95
03-42
CSI 3.8
21
147
05-46
SO 4.6.1
22
166
05-71
23
501
07-02
24
572
02-03
SS 1.1.1
25
31
02-11
CSI
1.1.1
26
592
05-31
SD
4.3.5.1
27
49
03-24
SO 4.1
28
576
04-04
SD 3.1.1
29
52
03-26
SO 4.2
30
587
05-51
ST
4.2.4.5
31
97
04-09
32
189
05-81 0582
CSI
3.1.1
SO 4.1.1
4.3.1
33
466
02-07
ST 1.1.1
34
430
07-01
SD 6.3.1
35
699
05-42
SD 4.4.1
36
67
04-03
SD 3.1.5
37
121
02-07
ST 1.1.2
38
140
05-44
SD 4.8.1
39
20
02-03
SS 1.1.1
40
57
03-28
SO 4.3
SO
4.2.4.2
SD
3.7.4.1
Rationale
A a classic workaround which is not a permanent solution but
prevents the original failure. B a lucky incident resolution.
C involves the user still working but not on the same task and
the incident is still unresolved. D still an incident.
All four areas have toolsets that can be utilised.
The four key stages of the cycle are Plan, Do, Check and
Act
ITSC provides the subject matter expertise and supplier
management the contract negotiation and selection process.
C is the book answer in this case, matching the definition of an
incident model.
Another book answer.
Deciding what services are offered and to whom is an integral
part of service strategy.
1. CSI looks for ways to improve process effectiveness,
efficiency as well as cost- effectiveness.
2. CSI identifies and implements improvements to IT services
3. CSI is responsible for improvement activities that support
the lifecycle approach through service strategy, service design,
service transition and service operation.
There are no such SLA types as priority-based, technologybased or location-based.
A and C may lead to events being raised or generated. D is a
meeting. B closely matches the book definition of an event.
You must design measurements and metrics into your service.
In ITIL terminology, an incident is defined as: An unplanned
interruption to an IT service or reduction in the quality of an IT
service. Failure of a configuration item that has not yet
impacted on service is also an incident. All of the options fit
this definition.
A A change model can still be used for emergency changes.
B Although this is possible many significant changes will be
unique and therefore unsuitable for such a change model. C is
correct. D Escalation procedures can be included in a
change model.
The improvement approach begins with embracing the vision
by understanding the high-level business objectives.
Book answer.
Service transition is responsible for this as part of its
deployment of new services.
1, 3 and 4 are all part of the service owner role. Option 2 is the
responsibility of the configuration administrator/librarian.
D is the responsibility of IT service continuity management.
A the Four Ps are not a process. B this has some truth but
only addresses two of the four elements. C the Four Ps are
not a checklist or set of questions, though they may be
adapted into this. D is correct.
Book answer.
All are objectives of the supplier management process except
A which is a responsibility of service level management.
This happens in service strategy.
Service requests are small, low-risk, frequently occurring, lowcost, etc. B, C and D do not fit this profile.
Version 4.0 (Live)
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The ITIL Foundation Examination

Sample Paper B, version 4.0

All 40 questions should be attempted.

All other ITIL processes

2. Which of the following statements about a standard change is INCORRECT?

It is driven by patterns of business activity

5. Which of the following activities is carried out by facilities management?

Version 4.0 (Live)

Service metrics measure the end-to-end service

9. Which of the following maintains relationships between all service components?

The capacity plan

All of the above

11. Which of the following statements is/are CORRECT?

Version 4.0 (Live)

Definitive media library

All of the above

15. Which of the following statements about processes is/are CORRECT?

16. Which of the following statements is CORRECT for ALL processes?

They define functions as part of their design

Version 4.0 (Live)

18. Which of the following is the BEST example of a workaround?

20. What are the four stages of the Deming Cycle?

Plan, Measure, Monitor, Report

Service level management and capacity management

Version 4.0 (Live)

22. Which is the BEST definition of an incident model?

23. What roles are defined in the RACI model?

Responsible, Accountable, Consulted, Informed

Continual service improvement

27. Which of the following is the BEST definition of an event?

Version 4.0 (Live)

29. Which of the following should be treated as an incident?

A user is unable to access a service during service hours

All of the above

30. Which of the following statements about a change model is CORRECT?

Understand the business vision and objectives

Event management and request fulfilment

Version 4.0 (Live)

34. Which of the following activities should a service owner undertake?

Representing a specific service across the organization

35. Which of the following is NOT a goal or objective of availability management?

To monitor and report availability of components

A four-step process for the design of effective service management

Version 4.0 (Live)

38. Which of the following statements about supplier management is INCORRECT?

A user calls the service desk to order a toner cartridge

Version 4.0 (Live)

The ITIL Foundation Examination

Sample Paper B, version 4.0

ANSWERS AND RATIONALES

Answer Key and Rationale:

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