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The ITIL® Foundation Examination
Sample Paper A, version 5.0

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.

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1. What types of changes are NOT usually included within the scope of change management? a) Changes to amainframe computer b) Changes to business strategy c) Changes to a service level agreement (SLA) d) The retirement of a service

2.

Which of the following is NOT a purpose of service operation? a) To undertake testing to ensure services are designed to meet business needs b) To deliver and manage IT services c) To manage the technology used to deliver services d) To monitor the performance oftechnology and processes

3.

What does the term IT operations control refer to? a) Managing the technical and applications management functions b) Overseeing the execution and monitoring of operational activities and events c) A set of tools used to monitor and display the status of the IT infrastructure and applications d) A service desk monitoring the status of the infrastructure whenoperators are not available

4.

Which process is responsible for recording relationships between service components? a) Service level management b) Service portfolio management c) Service asset and configuration management (SACM) d) Incident management

5.

What is the RACI model used for? a) Documenting the roles and responsibilities of stakeholders in a process or activity b) Definingrequirements for a new service or process c) Analysing the business impact of an incident d) Creating a balanced scorecard showing the overall status of service management
© The Official ITIL Accreditor 2011 ITIL Foundation Examination SampleA v5.0 This document must not be reproduced without express permission from the Accreditor Page 1 of 11 Owner – The Official ITIL Accreditor

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Which of the following is the BEST description of an operational level agreement (OLA)? a) An agreement between an IT service provider and another part of the same organization that assists in the provision of services b) A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities of both parties c) An agreement between two serviceproviders about the levels of service required by the customer d) An agreement between a third party service desk and the IT customer about fix and response times

7.

What is the MAIN purpose of availability management? a) To monitor and report availability of components b) To ensure that all targets in the service level agreements (SLAs) are met c) To guarantee availability levels forservices and components d) To ensure that service availability meets the agreed needs of the business

8.

Which of the following does service transition provide guidance on? 1. Introducing new services 2. Decommissioning services 3. Transfer of services between service providers a) 1 and 2 only b) 2 only c) All of the above d) 1 and 3 only

9.

Which one of the following is NOT a stage of theservice lifecycle? a) Service optimization b) Service transition c) Service design d) Service strategy

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© The Official ITIL Accreditor 2011 ITIL Foundation Examination SampleA v5.0 This document must not be reproduced without express permission from the Accreditor Page 1 of 11 Owner – The Official ITIL Accreditor

 
10. Which one of the following statements about a...