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Foundation Examination
ITIL v. 3 Foundation Examination:
Sample Paper 7, version 3.0
Multiple Choice
Instructions
1.
2.
3.
4.
5.
6.
Candidate Number:
......................................................
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Ltd 2008
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
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ITILv3FoundationSample7_v3.0 31 March 2008
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b)
c)
d)
b)
c)
d)
Which is the first activity of the Continual Service Improvement (CSI) model?
a)
b)
c)
d)
b)
c)
Asset information
d)
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b)
c)
d)
Which of the following statements about the Service Desk are CORRECT?
1. A Local Service Desk provides support to the whole organisation from one specific
location
2. A Centralised Service Desk supports a single location or service
a)
2 only
b)
1 only
c)
d)
b)
c)
d)
b)
A user calls the Service Desk because they would like to change the
functionality of an application
c)
d)
A user logs onto an internal web site to download a licensed copy of software
from a list of approved options
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
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10
11
12
1 and 2 only
b)
1 and 3 only
c)
d)
2 and 3 only
Which of the following is NOT defined as a main metric type by Continual Service
Improvement (CSI)?
a)
Process Metrics
b)
Service Metrics
c)
Personnel Metrics
d)
Technology Metrics
1, 2 and 4 only
b)
c)
1 and 4 only
d)
1, 3 and 4 only
b)
c)
d)
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITILv3FoundationSample7_v3.0 31 March2008
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13
14
15
16
b)
c)
d)
b)
c)
d)
The procurement and maintenance of tools that are used by IT Operations staff
to maintain the infrastructure
1 only
b)
c)
d)
2 only
b)
c)
d)
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
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17
18
19
20
An Operations Lifecycle
b)
An IT Management Lifecycle
c)
A Service Lifecycle
d)
An Infrastructure Lifecycle
Which phase of the Service Lifecycle provides a framework for evaluating service
capability and risk profile before a service is deployed?
a)
Service Strategy
b)
Service Design
c)
Service Transition
d)
Service Operation
1, 2 and 3 only
b)
1, 2 and 4 only
c)
d)
1 and 2 only
b)
2 only
c)
1, 2 and 3 only
d)
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
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21
22
23
24
b)
c)
d)
The Service Desk should try to have a high level of staff turnover as the
training requirements are low and this helps to minimise salaries
b)
Service Desk staff should be discouraged from applying for other roles as it is
more cost effective to keep them in the role where they have been trained
c)
The Service Desk can often be used as a stepping stone for staff to move into
other more technical or supervisory roles
d)
Technical skills are more important to the service desk than business or
interpersonal skills because they enable incidents to be resolved.
Capabilities that provide the positive effect of the service and resources that
provide the assurance of that effect
b)
Service Warranty that provides the positive effect of the service and Service
Utility that provides assurance of that effect
c)
Resources that provide the positive effect of the service and capabilities that
provide the assurance of that effect
d)
Service Utility that provides the positive effect of the service and Service
Warranty that provides assurance of that effect
Which of the following are aims of the Release and Deployment Management
process?
1. To ensure there are clear Release and Deployment plans
2. To ensure that skills and knowledge are transferred to operations and support staff
3. To ensure there is minimal unpredicted impact on production services, operations
and support
4. To provide cost justifiable IT capacity that is matched to the needs of the business
a)
1, 2 and 3 only
b)
c)
1 and 3 only
d)
1, 3 and 4 only
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITILv3FoundationSample7_v3.0 31 March2008
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25
26
27
28
Which of the following would be stored in the Definitive Media Library (DML)?
1. Copies of purchased software
2. Copies of internally developed software
3. Relevant licence documentation
4. The Change Schedule
a)
b)
1 and 2 only
c)
2, 3 and 4 only
d)
1, 2 and 3 only
b)
Ensuring that targets specified in a Service Level Agreement (SLA) are met
c)
d)
In technical language to ensure that it fully reflects the details of the service to
be provided
b)
In legal language to ensure that all terms are fully defined and unambiguous
c)
Clear and concise and leave no room for ambiguity so everyone can
understand it
d)
In both legal and technical language to cover the needs of the business and
the service provider
b)
c)
d)
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
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ITILv3FoundationSample7_v3.0 31 March2008
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30
31
32
b)
c)
d)
A Workaround
b)
A Standard Change
c)
A Service Capability
d)
An Alert
The RACI model ensures which combination of the following roles are allocated for
processes?
a)
b)
c)
d)
b)
c)
d)
An agreement between a 3rd party Service Desk and the IT customer about fix
and response times
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITILv3FoundationSample7_v3.0 31 March2008
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Page 9
33
34
35
36
The Service Design Package should detail all aspects of the service and its
requirements through subsequent stages of its Lifecycle. Which of the following are
valid elements?
1 Agreed and documented Business Requirements
2. A service definition for operations
3. Requirements for new or changed processes
4. Metrics to measure the service
a)
1 only
b)
2 and 3 only
c)
1, 2 and 4 only
d)
Supplier Management
b)
c)
d)
Demand Management
Which of the following is the BEST example of a benefit that might be obtained by
using Service Operation tools?
a)
b)
c)
d)
The Service Level Manager has responsibility for ensuring that the aims of Service
Level Management are met. The Service Level Manager is NOT responsible for?
a)
b)
Ensuring that all non-operational service are recorded within the Service
Catalogue
c)
d)
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITILv3FoundationSample7_v3.0 31 March2008
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37
38
39
2 and 4 only
b)
1 and 3 only
c)
2 and 3 only
d)
1 and 2 only
Which of the following is the most appropriate approach to carrying out Service
Operations?
a)
b)
c)
d)
Which of the following are examples of tools that might support the Service
Transition phase of the Lifecycle?
1. A tool to store definitive versions of software
2. A workflow tool for managing changes
3. An automated software distribution tool
4. Testing and validation tools
a)
1, 3 and 4 only
b)
1, 2 and 3 only
c)
d)
2, 3 and 4 only
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITILv3FoundationSample7_v3.0 31 March2008
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40
Which of the five major aspects of Service Design is missing from the list below?
1. The design of services
2. The design of service management systems and tools
3. The design of technology architecture and management systems
4. The design of the processes required
5. ?
a)
b)
c)
d)
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Limited 2008
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITILv3FoundationSample7_v3.0 31 March2008
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Syllabus Ref
Syllabus Ref
04-05
21
04-03
02-02
22
06-01
04-09
23
03-01
05-04
24
05-06
05-08
25
03-19
06-01
26
07-01
05-07
27
05-03
03-28
28
05-02
05-09
29
05-06
10
04-10
30
03-30
11
07-01
31
07-02
12
05-09
32
03-12
13
05-07
33
03-14
14
06-02
34
05-03
15
01-06
35
08-01
16
05-04
36
05-03
17
02-01
37
05-08
18
02-06
38
04-07
19
01-04
39
08-02
20
02-10
40
04-04
The OGCs Official Accreditor of the ITIL Portfolio The APM Group Ltd 2008
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
ITILv3FoundationSample7_ANSWERS_v3.0 31 March 2008
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Page 1