Beruflich Dokumente
Kultur Dokumente
Brady Orand
PUBLISHED BY
ITILYaBrady
www.ITILYaBrady.com
ISBN 1484167740
EAN-13 978-1484167748
All rights reserved. No part of the contents of this book may be reproduced or transmitted in any
for or by any means without the written permission of the publisher.
Crown copyright material is reproduced with the permission of the Controller of HMSO and
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Novell is a Registered Trade Mark of Novell Corporation in the US and other countries.
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The example companies, organizations, products, domain names, e-mail addresses, logos, people,
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inferred.
PREFACE
Having taught IT Service Management courses for many years, I have seen first-hand the
stress that an impending certification exam can have on students. For some, it has been many
years since they have taken an exam so they are out of practice. Even years ago, the thought
of taking an exam may have been very stressful.
This book is for all of those that need that little bit of extra help in preparing for, learning
about, and finding your focus for the ITIL Foundation exam - whether you are preparing for
v3 or ITIL 2011.
Writing a book is a significant undertaking. Ive gone to great lengths to make sure that we
provide the most current and most accurate information within these pages. However theres
bound to be an error or two. If you find errors or would like to share your critique, please feel
free to contact me. It is the feedback that I get from readers that helps me improve over time.
Brady Orand
Brady@ITILYaBrady.com
September 21, 2011
I started my corporate career as an intern at a microchip company you may have heard of,
called Intel. My job was to develop parts of a software product for Novell networks. Even
though this was the early 1990s, I still run across some people who continue use the products
that I helped create.
I then went on to a company that focuses solely on software, BMC Software, where I was
responsible for a line of integration products that integrated BMCs products with other
vendor products. This is where I really started learning the complexities of managing the IT
infrastructure. This is also where I started my consulting and training career.
After BMC, my career led to a big-five consulting firm where I learned what big projects
really are. As part of a 1,000-person project, I had the opportunity to learn more about the
operational aspects of IT and how critical effective processes are to the success of such a
large organization. I often look back on this experience and think about how we did things
that were right, how we did things that were wrong and how both of these are addressed by
ITIL.
My first true teaching opportunity came when I then joined a smaller consulting company
based outside of Chicago. As the ITIL Practice Manager, my job was to create offerings
around the concepts of IT Service Management. The majority of my time was spent build-
ing training offerings and delivering this training. This is where I found that I truly enjoyed
delivering training. However, the travel wasnt as much fun as it used to be.
I now work independently as a trainer, training course provider and consultant. I deliver
training on behalf several companies, but the travel is much more tolerable. This also gives me
the opportunity to pursue many of my own interests, such as study guides, exam preparation
material, white papers, and other pursuits.
iv
Contents
Contents
About the Exam 7
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Quick Exam Facts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
About the Exam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Question Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Sample Exam 81
v
About the Exam
INTRODUCTION
This book is intended to assist you in your preparation for the ITIL Foundation exam. This
book does not replace the need for training - either formal classroom training or self-study.
The questions in this book come from a database of questions that I developed directly from
the ITIL syllabus published by the APM Group. Having taught ITIL for many years,
I have developed a sense of what types of questions may be asked and the format in which
they may be presented. This book is intended to present you with questions that mimic the
content, structure and format of your ITIL Foundation exam.
More information, study resources, book updates and additional exam questions can be found
on my website www.ITILyaBrady.com.
Number of Questions: 40
Duration: 1 hour (those for whom the language is not in their native language can get an extra
15 minutes and the use of a dictionary)
Format: Multiple-choice
Reference Material: None
Passing Score: 65% (26 out of 40)
Exam Delivery: Paper-based or online
Introduction
8
Introduction
QUESTION FORMAT
Basic Format
The basic format questions are of the form of question and four
answers:
These questions are the simplest and are looking for the basic answer.
While it may be possible to identify more than one answer under
special circumstances (I can think of a time when I have seen a blue
apple), the examiners are looking for the answer that best suits what
you learned in your ITIL Foundations course.
The basic negative format question is opposite the basic format ques-
tion and looks for the answer that is not true about the topic. This
format looks like this:
Multiple-Part Format
A. 1, 2 and 3 only
B. 2 and 4 only
C. 1, 3 and 4 only
D. All of the above
Note that on these types of questions, you may find that all of the
statements are true or none of them are true. Candidate answers
could be All of the above or None of the above.
There are many ways to ask questions about the same topic. You will
experience this in the questions on the following pages. Because of
this, read the question carefully! Do not assume that because the
10
Introduction
first few words are just like a sample question from a mock exam, or
from this book, that the exact same question is being asked.
Additionally, read the answers carefully. You may see a question just
like one on a mock exam, but the answers may be very different. This
is not a memorization exam, but one that tests your knowledge of the
subject matter.
The questions in the pages that follow come from a database of ques-
tions that I developed. I developed these questions by going through
the syllabus line by line and identifying potential basic questions,
negative questions and multiple-part questions that I would ask if I
were writing the exam. I also reviewed the types of questions that
are found on the official mock exam with regard to content and for-
mat. The toughest part about creating these exam questions was not
the question, but the incorrect answers. It is my belief that many of
the questions on the following pages are tougher than many that you
will find on the real exam, but this should work out to your benefit.
Additional exam questions and the official mock exams can be found
on my website www.ITILYaBrady.com for your benefit.
On to the questions!
11
100 Exam Questions
In the pages that follow are one hundred sample exam questions. These exam questions rep-
resent the types of questions that you will see on the ITIL Foundations exam.
Of the 40 questions on the ITIL Foundations exam, the distribution is from the following
topics:
The questions in the pages that follow have the same distribution from the various topic areas
for the ITIL Foundation exam.
Exam Questions
14
Exam Questions
15
Exam Questions
11. Warranty is the assurance that a service is fit for use. How else
can warranty be expressed?
A. Any means by which the service provider supports
the service
B. Any means by which the service is supported by an
external third party guarantee
C. Any means by which an organization that supports a
service is defined
D. Any means by which utility is made available to users
16
Exam Questions
14. A Service Level Agreement (SLA) for a single customer for all
services for that customer is called what?
A. Customer-based SLA
B. Operational Level Agreement (OLA)
C. Service-based SLA
D. Customer catalog
15. The set of tools and databases used to store a service provider's
configuration information is called what?
A. Configuration Management System
B. Configuration Management Database
C. Service Knowledge Management System
D. Availability Management Information System
16. Which of the core ITIL publications are intended for only
external service providers?
A. Service Strategy
B. Service Transition
C. All except Service Strategy
D. None of the above
17
Exam Questions
18. What are the reasons that ITIL has been successful?
1. ITIL is vendor-neutral
2. ITIL is non-prescriptive
3. ITIL represents best practice
A. 3 only
B. 1 and 2 only
C. All of the above
D. None of the above
24. Which of the following are included in the five major aspects of
design?
1. Service solution itself
2. Service operation process designs to support a new
or changed service
3. Technical architectures
4. Environmental architectures
5. Service Portfolio
A. 1 and 2 only
B. 2, 3 and 4 only
C. None of these are included in the five major
aspects of design
D. All of the above
19
Exam Questions
20
Exam Questions
32. To which of the following does the term service metric refer?
A. The end-to-end measurement of a service
B. The measurement of customer satisfaction
C. The response time at the Service Desk
D. The measurement of the underlying processes that
support the service
21
Exam Questions
36. To what does the statement "ensures that policies and strategy
are actually implemented, and that required processes are
correctly followed" refer?
A. Assurance
B. Governance
C. Strategy
D. Audit
22
Exam Questions
41. What are the three types of metrics as defined within CSI?
A. Process, technology, service
B. Program, Project and Personnel
C. Organization, Business, Customer
D. Baseline, benchmark, audit
23
Exam Questions
24
Exam Questions
25
Exam Questions
26
Exam Questions
27
Exam Questions
62. What is the name of the set of documents that serves as the
main output of Service Design into Service Transition?
A. Service Transition Package (STP)
B. Service Operation Package (SOP)
C. Service Design Package (SDP)
D. Service Level Package (SLP)
28
Exam Questions
67. What are the first four steps of the CSI Model / CSI
Approach?
A. Identify measurable targets, understand the vision,
outline the plan for improvement, assess the current
environment
B. Understand the vision, assess the current
environment, identify measurable targets, outline a
plan for improvement
C. Assess the current environment, understand the
vision, identify measurable targets, outline the plan
for improvement
D. Outline the plan for improvement, understand the
vision, assess the current environment, identify
measurable targets
29
Exam Questions
70. To what does the phrase "those who buy goods or services"
refer?
A. Customers
B. Users
C. Service providers
D. Suppliers
30
Exam Questions
74. To what does the phrase "any change of state that has
significance for the management of a service" refer?
A. Event
B. Alert
C. Change
D. Service request
75. What is the last step in the CSI Model / CSI Approach?
A. Establish a baseline
B. Identify further opportunities for improvement
C. Understand the vision for improvement
D. Outline the plans for improvement
31
Exam Questions
32
Exam Questions
33
Exam Questions
34
Exam Questions
35
Exam Questions
93. What is the first step in the CSI Model / CSI Approach?
A. What is the vision?
B. Where are we now?
C. How do we get there?
D. How do we keep the momentum going?
36
Exam Questions
37
Answers and Rationales
Q# Q# Q# Q# Q#
1 B 21 C 41 A 61 B 81 D
2 A 22 A 42 B 62 C 82 C
3 A 23 B 43 D 63 C 83 A
4 A 24 D 44 C 64 A 84 C
5 D 25 D 45 A 65 B 85 A
6 B 26 D 46 B 66 C 86 D
7 B 27 B 47 D 67 B 87 B
8 A 28 B 48 B 68 B 88 C
9 A 29 A 49 C 69 A 89 C
10 D 30 B 50 C 70 A 90 C
11 D 31 A 51 B 71 D 91 B
12 A 32 A 52 D 72 D 92 D
13 C 33 A 53 B 73 A 93 A
14 A 34 A 54 A 74 A 94 B
15 A 35 C 55 C 75 B 95 C
16 D 36 B 56 D 76 C 96 B
17 A 37 B 57 D 77 C 97 D
18 C 38 D 58 D 78 D 98 B
19 B 39 C 59 C 79 A 99 C
20 A 40 A 60 A 80 B 100 A
Answers and Rationales
40
Answers and Rationales
41
Answers and Rationales
42
Answers and Rationales
11. Warranty is the assurance that a service is fit for use. How else
can warranty be expressed?
A. Any means by which the service provider supports
the service
B. Any means by which the service is supported by an
external third party guarantee
C. Any means by which an organization that supports a
service is defined
D. Any means by which utility is made available to users
Warranty refers to the availability, capacity, continuity and secu-
rity of a service and involves any means by which the utility of
a service is made available to users.
Question ID: 49 / Topic: Generic Concepts and Definitions
43
Answers and Rationales
14. A Service Level Agreement (SLA) for a single customer for all
services for that customer is called what?
A. Customer-based SLA
B. Operational Level Agreement (OLA)
C. Service-based SLA
D. Customer catalog
A service-based SLA is an SLA for a single service applicable to
all customers of that service.
A customer-based SLA is an SLA for a single customer for all
services for that customer.
Question ID: 232 / Topic: Service Design Major Processes
44
Answers and Rationales
15. The set of tools and databases used to store a service provider's
configuration information is called what?
A. Configuration Management System
B. Configuration Management Database
C. Service Knowledge Management System
D. Availability Management Information System
The Configuration Management System (CMS) is the set of
tools and databases used to store a service providers configura-
tion information.
Question ID: 267 / Topic: Service Transition Minor Processes
16. Which of the core ITIL publications are intended for only
external service providers?
A. Service Strategy
B. Service Transition
C. All except Service Strategy
D. None of the above
All of the guidance in the ITIL core publications are intended
for both internal and external service providers.
Question ID: 69 / Topic: The ITIL Service Lifecycle
45
Answers and Rationales
18. What are the reasons that ITIL has been successful?
1. ITIL is vendor-neutral
2. ITIL is non-prescriptive
3. ITIL represents best practice
A. 3 only
B. 1 and 2 only
C. All of the above
D. None of the above
ITIL has achieved success because it is vendor-neutral, non-pre-
scriptive, and represents the best practice learning experiences of
best-in-class service providers.
Question ID: 25 / Topic: Service Management as a Practice
46
Answers and Rationales
47
Answers and Rationales
48
Answers and Rationales
24. Which of the following are included in the five major aspects of
design?
1. Service solution itself
2. Service operation process designs to support a new
or changed service
3. Technical architectures
4. Environmental architectures
5. Service Portfolio
A. 1 and 2 only
B. 2, 3 and 4 only
C. None of these are included in the five major
aspects of design
D. All of the above
The five major aspects of design are STAMP:
Service solution
Tools and technology (such as the service portfolio)
Architectures
Measurements and metrics
Processes
Question ID: 220 / Topic: Key Principles and Models
49
Answers and Rationales
26. Which of the following would be the best candidate for a service
request?
A. Request for a change to a global security profile
B. Request for a contract review with the vendor
C. Request for a resolution to a failure in a component
of a service
D. Request for a toner cartridge for a desktop printer
A service request is a description for many different types of
demands that are placed on IT by the users. Service Requests are
generally requests for information, a standard change, access to
a service or a consumable such as a toner cartridge.
Question ID: 137 / Topic: Service Operation Minor Processes
50
Answers and Rationales
51
Answers and Rationales
32. To which of the following does the term service metric refer?
A. The end-to-end measurement of a service
B. The measurement of customer satisfaction
C. The response time at the Service Desk
D. The measurement of the underlying processes that
support the service
The three types of metrics are technology (the underlying com-
ponents), process (the service management processes that sup-
port the service) and service (the end-to-end measurements of
the service).
Question ID: 183 / Topic: Key Principles and Models
52
Answers and Rationales
53
Answers and Rationales
36. To what does the statement "ensures that policies and strategy
are actually implemented, and that required processes are
correctly followed" refer?
A. Assurance
B. Governance
C. Strategy
D. Audit
Governance ensures that polices and strategy are actually im-
plemented, and that required processes are correctly followed.
Governance includes defining roles and responsibilities, measur-
ing and reporting, and taking actions to resolve any issues iden-
tified. Governance can also be referred to as "ensuring fairness
and transparency".
Question ID: 74 / Topic: Generic Concepts and Definitions
54
Answers and Rationales
41. What are the three types of metrics as defined within CSI?
A. Process, technology, service
B. Program, Project and Personnel
C. Organization, Business, Customer
D. Baseline, benchmark, audit
The three types of metrics are technology (the underlying com-
ponents), process (the service management processes that sup-
port the service) and service (the end-to-end measurements of
the service).
Question ID: 181 / Topic: Key Principles and Models
56
Answers and Rationales
57
Answers and Rationales
59
Answers and Rationales
52. Which stage of the service lifecycle is responsible for the design
of new and changed services?
A. Service Level Management
B. Service Transition
C. Service Strategy
D. Service Design
Service Design is the stage of the lifecycle that is responsible for
the design of new and changed services?
Service Level Management is not a stage of the service lifecycle.
Question ID: 264 / Topic: The ITIL Service Lifecycle
60
Answers and Rationales
61
Answers and Rationales
63
Answers and Rationales
62. What is the name of the set of documents that serves as the
main output of Service Design into Service Transition?
A. Service Transition Package (STP)
B. Service Operation Package (SOP)
C. Service Design Package (SDP)
D. Service Level Package (SLP)
The Service Design Package (SDP) is the set of documents that
includes everything necessary for the build, test, implementa-
tion and deployment of a service into operation. The SDP is the
output from Service Design into Service Transition.
Question ID: 300 / Topic: The ITIL Service Lifecycle
64
Answers and Rationales
65
Answers and Rationales
66
Answers and Rationales
67. What are the first four steps of the CSI Model / CSI Approach?
A. Identify measurable targets, understand the vision,
outline the plan for improvement, assess the current
environment
B. Understand the vision, assess the current environment,
identify measurable targets, outline a plan for
improvement
C. Assess the current environment, understand the
vision, identify measurable targets, outline the plan
for improvement
D. Outline the plan for improvement, understand the
vision, assess the current environment, identify
measurable targets
The steps in the CSI Model / CSI Approach are:
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
How do we keep the momentum going?
Question ID: 205 / Topic: Key Principles and Models
70. To what does the phrase "those who buy goods or services"
refer?
A. Customers
B. Users
C. Service providers
D. Suppliers
Customers are those who buy goods or services. The customer
of an IT service provider is the person or group who defines and
agrees to the service level targets.
Question ID: 104 / Topic: Generic Concepts and Definitions
74. To what does the phrase "any change of state that has
significance for the management of a service" refer?
A. Event
B. Alert
C. Change
D. Service request
An event is defined as any change of state that has significance
for the management of a configuration item or service.
Question ID: 118 / Topic: Service Operation Minor Processes
69
Answers and Rationales
75. What is the last step in the CSI Model / CSI Approach?
A. Establish a baseline
B. Identify further opportunities for improvement
C. Understand the vision for improvement
D. Outline the plans for improvement
The steps in the CSI Model / CSI Approach are:
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
How do we keep the momentum going?
Question ID: 204 / Topic: Key Principles and Models
70
Answers and Rationales
71
Answers and Rationales
73
Answers and Rationales
84. Which Service Design process performs service reviews with the
customer on a regular basis?
A. Service Operation
B. Service Catalog Management
C. Service Level Management
D. Service Reporting
Service Level Management build relationships with customers to
understand their level of service to be provided. One of the Ser-
vice Level Management activities is to perform service reviews
on a regular basis with the customers.
Service Operation and Service Reporting are not processes with-
in Service Design.
Question ID: 262 / Topic: Service Design Major Processes
75
Answers and Rationales
76
Answers and Rationales
77
Answers and Rationales
93. What is the first step in the CSI Model / CSI Approach?
A. What is the vision?
B. Where are we now?
C. How do we get there?
D. How do we keep the momentum going?
The steps in the CSI Model / CSI Approach are:
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
How do we keep the momentum going?
Question ID: 202 / Topic: Key Principles and Models
78
Answers and Rationales
79
Answers and Rationales
80
Sample Exam
Instructions
82
Sample Exam
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Sample Exam
84
Sample Exam
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Sample Exam
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Sample Exam
87
Sample Exam
26. A service does exactly what the users and customer require, but
experiences severe outages. This is an example of what?
A. High utility and high warranty
B. High utility and low warranty
C. Low utility and high warranty
D. Low utility and low warranty
27. Which of the following are included in the five major aspects of
design?
1. Service solution itself
2. Service operation process designs to support a new
or changed service
3. Technical architectures
4. Environmental architectures
5. Service Portfolio
A. 1 and 2 only
B. 2, 3 and 4 only
C. None of these are included in the five major
aspects of design
D. All of the above
88
Sample Exam
29. Other than the number of users impacted, what other factors
can also contribute to the impact of an incident?
1. Risk to life or limb
2. Number of services affected
3. Level of financial loss
4. Effect on business reputation
5. Regulatory or legislative breaches
A. 2 only
B. All except 1
C. None of the above
D. All of the above
30. Warranty is the assurance that a service is fit for use. How else
can warranty be expressed?
A. Any means by which the service provider supports
the service
B. Any means by which the service is supported by an
external third party guarantee
C. Any means by which an organization that supports a
service is defined
D. Any means by which utility is made available to users
35. The Service Design Package (SDP) is the output of which stage
of the service lifecycle into which stage of the service lifecycle?
A. Service Design to Service Operation
B. Service Design to Service Transition
C. Service Design to Continual Service Improvement
D. Service Design to Service Strategy
90
Sample Exam
91
Sample Exam Answers and
Rationales
Q# Q#
1 D 21 B
2 B 22 C
3 D 23 D
4 C 24 A
5 A 25 D
6 D 26 B
7 C 27 D
8 D 28 A
9 A 29 D
10 A 30 D
11 A 31 A
12 B 32 D
13 A 33 B
14 D 34 D
15 C 35 B
16 C 36 B
17 C 37 C
18 C 38 C
19 C 39 D
20 A 40 A
Sample Exam Answers and Rationales
94
Sample Exam Answers and Rationales
95
Sample Exam Answers and Rationales
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Sample Exam Answers and Rationales
98
Sample Exam Answers and Rationales
99
Sample Exam Answers and Rationales
100
Sample Exam Answers and Rationales
101
Sample Exam Answers and Rationales
102
Sample Exam Answers and Rationales
103
Sample Exam Answers and Rationales
26. A service does exactly what the users and customer require, but
experiences severe outages. This is an example of what?
A. High utility and high warranty
B. High utility and low warranty
C. Low utility and high warranty
D. Low utility and low warranty
Utility refers to what a service does. In this case, utility is high
because it does what the customers and users need. Warranty
is the assurance that a product or service will meet its intended
requirements and is provided through availability, capacity, con-
tinuity and security. In this case is the warranty is low due to
lack of availability.
Question ID: 48 / Topic: Generic Concepts and Definitions
104
Sample Exam Answers and Rationales
27. Which of the following are included in the five major aspects
of design?
1. Service solution itself
2. Service operation process designs to support a new
or changed service
3. Technical architectures
4. Environmental architectures
5. Service Portfolio
A. 1 and 2 only
B. 2, 3 and 4 only
C. None of these are included in the five major
aspects of design
D. All of the above
The five major aspects of design are STAMP:
Service solution
Tools and technology (such as the service portfolio)
Architectures
Measurements and metrics
Processes
(Remember STAMP)
Question ID: 220 / Topic: Key Principles and Models
105
Sample Exam Answers and Rationales
29. Other than the number of users impacted, what other factors
can also contribute to the impact of an incident?
1. Risk to life or limb
2. Number of services affected
3. Level of financial loss
4. Effect on business reputation
5. Regulatory or legislative breaches
A. 2 only
B. All except 1
C. None of the above
D. All of the above
The impact of an incident can be determined by financial and
non-financial measures. All of these may contribute to the im-
pact of an incident, problem, or change.
Question ID: 129 / Topic: Service Operation Major Processes
30. Warranty is the assurance that a service is fit for use. How else
can warranty be expressed?
A. Any means by which the service provider supports
the service
B. Any means by which the service is supported by an
external third party guarantee
C. Any means by which an organization that supports a
service is defined
D. Any means by which utility is made available to users
Warranty refers to the availability, capacity, continuity and secu-
rity of a service and involves any means by which the utility of a
service is made available to users.
Question ID: 49 / Topic: Generic Concepts and Definitions
106
Sample Exam Answers and Rationales
107
Sample Exam Answers and Rationales
35. The Service Design Package (SDP) is the output of which stage
of the service lifecycle into which stage of the service lifecycle?
A. Service Design to Service Operation
B. Service Design to Service Transition
C. Service Design to Continual Service Improvement
D. Service Design to Service Strategy
The Service Design Package (SDP) is the set of documents that
includes everything necessary for the build, test, implementa-
tion and deployment of a service into operation. The SDP is the
output from Service Design into Service Transition.
Question ID: 301 / Topic: The ITIL Service Lifecycle
108
Sample Exam Answers and Rationales
109
Sample Exam Answers and Rationales
110