The ITIL® v.3 Foundation Examination
ITIL® v.3 Foundation Examination:
1. All 40 questions should be attempted.
2. There are no trick questions.
3. All answers are to be marked on the original examination paper.
4. Please use a pen to mark your answers with either a or x .
5. You have 1 hour tocomplete this paper.
6. You must get 26 or more correct to pass.
1 What does the 'Service V model' represent?
a) A strategy for the successful completion of all service management projects
b) The path to Service Delivery and Service Support for efficient and effective
utilisation of resources
c) Levels of testing required to deliver a Service Capability
d) The business perspective asperceived by the customer and the user of
2 Technical Management is NOT responsible for?
a) Maintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and
support the IT Infrastructure
c) Defining the Operational Level Agreements for the technical teams
d) Diagnosis of, and recovery from technical failures
3 The priority ofan Incident is BEST described as?
a) The relative importance of the Incident based on impact and urgency
b) The speed with which the Incident needs to be resolved
c) The number of staff that will be assigned to work on the Incident so that it is
resolved in time
d) The escalation path that will be followed to ensure resolution of the Incident
4 What is the role of the Emergency ChangeAdvisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent Changes are made
during particularly volatile business periods
b) To assist the Change Manager in implementing Emergency Changes
c) To assist the Change Manager in evaluating Emergency Changes and to
decide whether the Change should be approved
d) To assist the Change Manager in speeding up the Emergency ChangeProcess so that no unacceptable delays occur
5 A Service Owner is responsible for which of the following?
a) Continual Improvement of the service
b) Designing and documenting a service
c) Carrying out the Service Operations activities needed to support a service
d) Producing a Balanced Scorecard showing the overall status of all services
6 Operations Control refers to?
a) The managers ofthe Technical and Applications Management functions
b) Overseeing the execution and monitoring of IT operational events and activities
c) The tools used to monitor and display the status of the IT Infrastructure and
d) The situation where the Service Desk is required to monitor the status of the
infrastructure when Operators are not available
7 Which of the following statementsis CORRECT about patterns of demand generated
by the customer's business?
a) They are driven by patterns of business activity
b) It is impossible to predict how they behave
c) It is impossible to influence demand patterns
d) They are driven by the delivery schedule generated by Capacity Management
8 What is the main reason for establishing a Baseline?
a) To standardise operation
b) Forknowing the cost of services provided
c) For roles and responsibility to be clear
d) For later comparison
9 Which of these is the CORRECT description of normal service operation?
a) The service is operating in the way it usually does when there hasn't been an
b) The service is providing all functionality and performance that the business
c) The service is operatingwithin the limits defined in the Service Level
d) All users are able to log in to the service and use it
10 Which of the following BEST describes the purpose of Event Management?
a) The ability to detect events, make sense of them and determine the
appropriate control action
b) The ability to implement monitoring tools
c) The ability to monitor and control the activities of...