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The Art of Service Pty Ltd.

GPO Box 2673


Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

ITIL
Specimen questions 3.0
Foundation Certificate in IT Service Management

ITIL Sample exam #3.


This publication consists of 40 specimen questions.
These questions are representative of the types of question that will be set during the
examinations. The example questions are based upon the specification of the exam
requirements for the Foundation certificate in IT Service Management.

A number of possible answers, indicated by capital letters, are given for each multiple-
choice question. Only one of these answers is correct.
The maximum number of points that can be scored is 40. Each correct answer gives one
point. A score of 26 points or more means you have passed. In all other cases you will
have failed.

Contents
Introduction.............................................................................................................................................. 2
Specimen questions ............................................................................................................................... 3
Answers ................................................................................................................................................... 13

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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The Art of Service Pty Ltd.
GPO Box 2673
Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

Introduction
Place in the qualification structure
This is the sample examination for the Foundation Certificate in IT Service Management
(ITIL Foundation).

Composition of the sample examination


This sample examination consists of 40 multiple-choice questions. These questions are
representative of those asked during an actual examination. The questions are designed
to fulfil the examination requirements for the ITIL Foundation module specified in the
ITIL, PRINCE2, ISPL and DSDM 2001-2002 examination plan.

Each question in this sample examination is multiple choice, with only one correct
answer.

Distribution of the questions across the examination requirements


The 40 questions in this sample examination cover the examination requirements on the
IT Service Management processes as illustrated in the table below. The questions in the
examination are not arranged in the order of examination requirement, but are in
random sequence.

Examination requirement
1. General questions
2. ITIL processes:
• Service Desk (Incident Management)
• Problem Management
• Change Management
• Configuration Management
• Release Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Financial Management for IT
Services
• Security Management

Literature, notes and calculator


When taking the examination, you may not use literature, notes or a (pre-
programmable) calculator.

Time
You have 60 minutes to complete this examination.

Examination scoring
Each correct answer earns 1 point, for a maximum possible score of 40 points. A score
of 26 points or more is considered a passing grade.

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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The Art of Service Pty Ltd.
GPO Box 2673
Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

Specimen questions
1 Which three data items are required to describe a process?
A What is a procedure? How does the information flow proceed? What are the
responsibilities of the persons involved?
B What is the procedure? Who are involved in the process? What are their tasks?
C What is the objective? What are the activities? What are the results of these activities?
D What is the objective? What measures are available? What authorities do the involved
persons have?

2 Hardware, system and application software and data communication facilities are part of the
IT infrastructure. What other components can be seen as part of the IT infrastructure?

1. Procedures.
2. Documentation.
3. Staff.

A 1 and 2.
B 1 and 3.
C 2 and 3.
D 1, 2 and 3.

3 A user calls the Service Desk with the complaint that when using a specific application an
error occurs consistently, which results in a disconnection from the network.

What process is responsible for detecting the cause?


A Incident Management.
B Network Management.
C Problem Management.
D System development.

4 A user of a network informs the Service Desk that he has experienced a number of problems
while storing files. Consistently a message appears that there is insufficient disk space
available. He says he informed the Service Desk several times about this error. He now asks
for more disk space to be made available to him, so this problem will no longer occur.

Which concept applies to this situation?


A Incident.
B Recognised error.
C Problem.
D Proposal for change.

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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The Art of Service Pty Ltd.
GPO Box 2673
Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

5 Which of the following is NOT an example of a configuration item?


A A description of a procedure.
B A user manual.
C An organigram of an organisation.
D A unique identification code.

6 A user receives a new PC, which is connected to the network. His old PC will be installed as
the print server for the local network.

Which process is responsible for registration of this change?


A Configuration Management.
B Network Management.
C Problem Management.
D Change Management.

7 A number of PC's will be installed in the near future. The question arises within the IT
organisation what is and what is not the responsibility of Configuration Management.

Which of the following activities is NOT Configuration Management's


responsibility?
A Check on completeness and accuracy of the PC's data.
B Check on the PC's functioning.
C Naming and recording of the PC's particulars.
D Registration and security of the status of the PC data.

8 Which of the following activities belong to the responsibilities


responsibilities of Incident Management?.
A Application of changes in the infrastructure.
B Detection of the cause of incidents.
C Identification of the underlying problems of the incidents.
D The removal of disruptions or incidents.

9 A user calls with the complaint that the screen does not come to life, when the PC is
switched on. He suggests that the monitor may be broken.

Which process is responsible for detection of the cause?


A Configuration Management.
B Service Level Management.
C Service Desk.
D Problem Management.

Copyright: The Art of Service Pty Ltd.


ACN 095825308
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The Art of Service Pty Ltd.
GPO Box 2673
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Phone: (07) 32 897 690
Fax: (07) 33 196 172
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10 In order to solve a problem, which occurs when making back- back- ups in the network, a
completely new disk unit needs to be installed and procedures for making back-
back-ups need to
be revised.

Which process must give formal approval for the execution of these
adjustments?
A Configuration Management.
B Network Management.
C Problem Management.
D Change Management.

11 The IT manager of an insurance company asks Problem Management for a compact report
on disruptions that have occurred during the past month. The insurance company's
company's General
Management has notified the IT manager that many complaints have been received from
clients.

What type of report will Problem Management best provide General Management in order to
give an insight in the functioning of the computer centre in relation to user complaints?
A A report on the cause and the number of disruptions the clients complained about.
B A report of incidents, problems and detected errors.
C A report of the new incidents, problems and detected high impact errors.
D An overview of all known incidents and problems.

12 What is the best description of an incident?


A Every event, which deviates from the expected standard procedure of an IT service.
B Every disruption of a service of which the cause is unknown.
C Every question, remark or complaint registered by a user at the Service Desk.
D Every request for support in using the Information infrastructure.

13 All attributes of the IT infrastructure are, after a complete stock take, recorded in a
Configuration Management database (CMDB).

When will the first configuration audit be conducted?


A Immediately after the Service Desk has been implemented.
B Immediately after completion of the CMDB.
C Approximately two months after completion of the CMDB.
D As soon as it becomes clear the information in the CMDB is no longer current

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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The Art of Service Pty Ltd.
GPO Box 2673
Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

14 On implementation of a new release of a new software package a number of shortcomings


appear to occur. Despite that it is decided to implement the new release.

Which process is responsible for the registration of the detected shortcomings?


A Configuration Management.
B Problem Management.
C Release Management.
D Change Management.

15 What is a consequence of a too limited scope of Configuration Management??


A Certain parts of the infrastructure cannot be controlled and managed sufficiently.
B Certain problems cannot be analysed because the available information is insufficient.
C There is no sufficient guarantee that the supplied information accurately mirrors the
reality.
D All of the above consequences are correct.

16 What is required to determine the right level of detail in the CMDB?


A The balance between the amount of work and the accuracy of the information.
B The criteria imposed on the information by Incident Management and Problem
Management.
C The information an organisation requires to reach stated objectives.
D The number of systems and their relation with the infrastructure.

17 At an insurance company the local network as well as all PC's fail due to a power disruption.
As a result of this the client acceptance system and the claims
claims registration system are
unavailable. After an hour the power disruption is solved and the situation as it was before
the power failure is restored.

How has this incident impacted on the service delivery?


A This had limited impact on the service delivery, because clients were asked to ring
back in an hour and they showed understanding for the situation.
B This had a major impact on the service delivery, because the normal level of service
provision could not be realised. This caused damage to the company's image.
C This has not impacted the service delivery, because everything was recorded on paper
and could later be recorded into the system.
D This had little impact, because it was caused by a power failure and not by a hard- or
software error.

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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The Art of Service Pty Ltd.
GPO Box 2673
Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

18 Consider the following statements.

1. Hierarchical escalation means an escalation towards a hierarchical higher officer,


because this person has more knowledge or expertise to solve an incident.

2. Functional escalation means the engagement of an expert from within the


organisation, who has more knowledge or expertise to resolve an incident.

Which of these statements is (are) true?


A Only the first.
B Only the second.
C Both.
D Neither.

19 It is important that an identical version of an application is installed on every computer


computer in the
network to operate specific application.

Which process is responsible for this?


A Configuration Management.
B Network Management.
C Release Management.
D Change Management.

20 A corporation wants to investigate which demands and problems are experienced


experienced by users
in regards to the use of a specific software package.

Which process is responsible for the conduct of such research?


A Service Level Management.
B Service Desk.
C Problem Management.
D Customer Liaison Management.

21 The users of a network are frequently


frequently being confronted with a message on their screens that
there is insufficient disk space available. Because this problem partly concerns the size of
the software, the hard disk space must be increased.

Within which process must formal permission be given for such a modification?
A Configuration Management.
B Capacity Management.
C Release Management.
D Change Management.

Copyright: The Art of Service Pty Ltd.


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The Art of Service Pty Ltd.
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Phone: (07) 32 897 690
Fax: (07) 33 196 172
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22 Which process is responsible for giving staff, who have forgotten their password, the
opportunity to choose a new password?
A Configuration Management.
B Incident Management.
C Change Management.
D Availability Management.

23 Why is it necessary that Service Desk staff have an insight in the various groups of users on
the one hand and services delivered by the computer department on the other?
A An incident reported by a user can be resolved more quickly by Incident Management.
B The IT services then can be better adjusted to the individual requirements of the user.
C It ensures tha Incident Management can prevent certain incidents to occur at the
users.
D All of the above mentioned reasons are correct.

24 Consider the following statements.

1. An incident with a high urgency therefore has a high priority.

2. An incident has a low impact if it only causes a minor deviation from the
normal level of service delivery.

Are these statements correct?


A Only the first.
B Only the second.
C Both.
D Neither.

25 What is the best description of the objective of Incident Management?


A Making available to the user the required functionality in accordance with the
agreements.
B Prevent that problems recur, so the users will be optimally supported in their work.
C To ensure every user that the IT service delivery is optimally available, at the right
moment and in the right place.
D Make sure that there is one clear point of contact that all users can turn to with
questions, remarks and complaints about the service delivery.

Copyright: The Art of Service Pty Ltd.


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The Art of Service Pty Ltd.
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Phone: (07) 32 897 690
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26 What is the main reason to register a problem as soon as it has been identified?
A This improves the determination of priorities in problem resolution.
B This enables a faster incident resolution.
C This enables the progress control on problem resolution.
D This provides information about weak components in the infrastructure.

27 Why does one always progress to classifying the problem after identification of a problem?
problem?
A Because it is important to have insight in the frequency with which the problem occurs.
B Because it is important to be able to trace the manner in which the problem has been
resolved.
C Because one obtains an insight in the problem's consequences for the service delivery.
D Because through that one can determine the priority for solving the problem.

28 Which subsequent steps must be taken to manage changes to the IT infrastructure?


A Acceptation - Classification - Assessment and planning - Coordination - Reporting.
B Categorisation - Impact assessment and Prioritisation - Planning - Implementation -
Closure.
C Identification - Registration - Allocation - Investigation - Reporting.
D Registration - Detection - Classification - Diagnosis and Resolution - Closure.

29 Because of the planned installation of new software releases the network server needs to be
upgraded.

Which process is responsible for execution of a research into the required disk
space on the network server?
A Capacity Management.
B Network Management.
C Availability Management.
D Service Level Management.

30 Release Management will soon want to install a new application on the network server, but
will need information on the server's capacity for this.

What information will be needed from Capacity Management in this case?


A The required memory requirement for the application.
B The available memory requirement for the application.
C The memory capacity the users require.
D Capacity Management is not allowed to provide any information on this to Release
Management.

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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The Art of Service Pty Ltd.
GPO Box 2673
Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

31 Consider the following statements.

1. A service level agreement (SLA) is a contract in which the measurable levels of


service delivery are recorded.

2. A service level agreement (SLA) guarantees the users the most important
applications will always be available.

Are these two statements correct?


A Only the first.
B Only the second.
C Both.
D Neither.

32 Clear agreements have been made with a user on the amount of disk space available to him
on the network server for storing "own" data.

Which process is responsible for ensuring this disk space is really available?
A Availability Management.
B Capacity Management.
C Network Management.
D Release Management.

33 To make a start with charging out the use of the IT infrastructure, it is decided to at least
charge the connection
con nection time in the network to the users.

Which process is responsible for drafting the charge out system?


A Availability Management.
B Capacity Management.
C Financial Management for IT Services.
D Service Level Management.

34 What is the best method to achieve


achieve good tuning of the users' demands and wishes with the
IT Service delivery?
A The appointment of a Service Manager.
B The introduction of a Service Desk.
C The drafting of Service Level Agreements (SLA's).
D Regular discussions between the users and the IT service providers.

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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The Art of Service Pty Ltd.
GPO Box 2673
Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

35 A medium size organisation decides to conduct a verification of the configuration database


once every six months.

Is verification every six months sufficient?


A Yes, in a medium size organisation it is not necessary to do this more often.
B No, verification should take place after every change to the IT-infrastructure.
C It is impossible to say.
D It depends on the agreements recorded in the SLA.

36 Consider the following statements.

1. To develop a standard cost price calculation insight is required in the expected


demand of the IT services.

2. One of the conditions for charge out of the costs is that the performance units are
recognisable and can be verified by the users.

Are the statements correct?


A Only the first.
B Only the second.
C Both.
D Neither.

37 Consider the following statements.

1. For the definition of the impact codes it is necessary to have an insight in the
manner in which the IT services are built and how supportive they are of the
business processes.

2. The criteria of the impact assessment will be recorded in consultation with the
organisation.

3. When assessing the impact the relationships between the various components in the
infrastructure play an important role.

Are these statements correct?


A Only the first and second.
B Only the first and third.
C Only the second and third.
D All three.

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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The Art of Service Pty Ltd.
GPO Box 2673
Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

38 When a disruption is reported, it is important that the IT service will be restored with minimal
consequence for the user.
To make this happen is the task of specifically........
A Configuration Management.
B Incident Management.
C Problem Management.
D Customer Liaison Management.

39 In an organisation you work at the Service Desk. A user calls to report that his or her
terminal does not function.
This is a......
E Incident.
F Known error.
G Problem.
H Proposal for change.

40 A change needs to be made to the version of a software item.

In which environment, exclusively, is it allowed to change this program?


A Production environment.
B Development environment.
C Test environment.
D Acceptation environment.

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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The Art of Service Pty Ltd.
GPO Box 2673
Brisbane, QLD 4001
Phone: (07) 32 897 690
Fax: (07) 33 196 172
http://www.artofservice.com.au

Answers
Marking guidelines

Examination result
The maximum number of points that can be scored is 40. Each
correct answer gives one point. A score of 26 points or more means
you have passed. In all other cases you will have failed.

Number Answer Number Answer

1 C 21 D

2 A 22 B

3 C 23 D

4 A 24 B

5 D 25 D

6 A 26 C

7 B 27 C

8 D 28 A

9 D 29 A

10 D 30 B

11 B 31 A

12 A 32 B

13 B 33 C

14 B 34 C

15 D 35 C

16 C 36 C

17 B 37 D

18 B 38 B

19 C 39 A

20 D 40 B

Copyright: The Art of Service Pty Ltd.


ACN 095825308
This documentation is part of the standard course material of The Art of Service Pty Ltd.
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