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Introduction
Examination Copyright Time Number of pages
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 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 Number of Question s 3 3 4 5 6 5 2 3 2 2 2 1 2 Question Number in Sample Examination 2, 22, 32 1, 13, 27 3, 10, 19, 24 4, 18, 20, 35, 36 5, 6, 25, 34, 37, 40 7, 26, 28, 33, 38 11, 29 12, 16, 30 17, 39 14, 23 8, 21 15 9, 31
General (1, 2) ITIL processes (3, 4) 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 (preprogrammable) calculator. Time You have 60 minutes to complete this examination. Examination Scoring 2/17
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. No rights can be derived from this provisional data. Good luck!
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Sample Questions
Examination
ITIL Foundation
Which of the following is a Service Desk activity? A. to function as the first point of customer contact B. to investigate the cause of disruptions for the customer C. to trace the cause of incidents
What is the role of ITIL within IT Service Management? A. to provide an approach based on the best examples taken from practice B. to serve as the international standard for IT Service Management C. to serve as the standard model for IT service provision D. to serve as a theoretical framework for process design
The network managers have excessive workloads and have no time to proactively manage the network. One of the contributing factors to these large workloads is the frequency that users contact these managers directly. Which ITIL process would improve this situation? A. B. C. D. Change Management Configuration Management Incident Management Problem Management
Which task is a Problem Management responsibility? A. B. C. D. to co-ordinate all modifications to the IT infrastructure to record incidents for later study to approve all modifications made to the Known Error database to identify user needs and modify the IT infrastructure based on such needs
The data in the Configuration Management Database (CMDB) can only be modified after permission is granted to modify the infrastructure. Which process grants such permission? A. Change Management B. Configuration Management
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ITIL Foundation
Which concept is part of Change Management? A. B. C. D. Post Implementation Review Emergency Release Service Request Work-around
A new networked computer is installed to replace an existing PC. The old PC is installed as a print server for the local area network. Which process is responsible for registering this modification in the Configuration Management Database (CMDB)? A. B. C. D. Change Management Configuration Management Problem Management Release Management
Because of its increased dependency on information systems, a national realty firm decides that there must be assurances for the provision of IT services following an interruption to the service. Which process should be implemented to provide this assurance? A. B. C. D. Availability Management IT Service Continuity Management Service Level Management Service Management
Data provided for the financial administration of XYZ must only be accessible to authorized users. Security Management takes steps to ensure this. By taking these steps, which aspect of data can be ensured? A. B. C. D. Availability Integrity Stability Confidentiality
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ITIL Foundation
12 For which purpose does Service Level Management use data from the
Service Desk's incident registration? A. to draw up Service Level Agreements (SLAs) B. to report on the number and nature of incidents that occurred during a specific period C. to determine the availability of an IT service using the number of resolved incidents D. to analyze, together with other data, in order to determine if the agreed service level is being provided
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ITIL Foundation
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ITIL Foundation
when using a specific application. This causes the connection with the network to be broken.
20
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ITIL Foundation
IT
A. by recording agreements between internal and external customers and suppliers in formal documents B. by defining generally accepted norms for service levels C. by promoting a customer focus among all the employees of the IT organization D. by planning, implementing and managing a coherent set of processes for providing IT services
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ITIL Foundation
Within an IT organization, support groups are generally categorized by levels. Select the answer that correctly categorizes the support groups mentioned above. A. 0-line first-line second-line B. first-line second-line third-line fourth-line C. first-line second-line third-line Service Desk both Solution Teams Specialists Service Desk PC Solution Team Network Solution Team Specialists Service Desk both Solutions Teams Specialists
25 The management of ABC Inc. has insisted that each request for a new
workstation installation be handled with optimum efficiency and effectiveness. Which ITIL process is designed to achieve this desired outcome? A. B. C. D. Change Management Customer Liaison Problem Management Service Level Management
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ITIL Foundation
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ITIL Foundation
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ITIL Foundation
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ITIL Foundation
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The Evaluation Examination Results A maximum of 40 points can be earned on an ITIL Foundation examination. A score of 26 points or higher is considered a passing grade. The following table relates the number of points earned to a grade. Failed Number of Points Earned 0 11 12 15 16 18 19 22 23 25 Passed Number of Points Earned 26 29 30 32 33 36 37 39 40
Grade 1 2 3 4 5
Grade 6 7 8 9 10
Answer Key
Examination
ITIL Foundation
Sample Examination The table below shows the correct answers to the questions in this sample examination. numbe answer point r s 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 A A C C A A B B D D B D C B C A C C C C 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 numbe answer point r s 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 B D B C A B D D A D D C D B B C C D A B 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
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