Itil examination

The ITIL® v.3. Foundation Examination
ITIL® v. 3 Foundation Examination: Sample Paper 3, version 3.0
Multiple Choice

Instructions

1. 2. 3. 4. 5. 6.

All 40 questions should be attempted. There are no trick questions. All answers are to be marked on the original examination paper. Please use a pen to mark your answers with either a You have 1 hour to complete this paper. You must get26 or more correct to pass. or x .

Candidate Number:

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© The APM Group Ltd 2007 ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. ITILv3FoundationSample3_v3.0 – 07 August 2007 Version 3.0 (Live) Owner – Nikki KellyPage 1

1

What does the 'Service V model' represent? a) b) c) d) A strategy for the successful completion of all service management projects The path to Service Delivery and Service Support for efficient and effective utilisation of resources Levels of testing required to deliver a Service Capability The business perspective as perceived by the customer and the user of services

2Technical Management is NOT responsible for? a) b) c) d) Maintenance of the technical infrastructure Documenting and maintaining the technical skills required to manage and support the IT Infrastructure Defining the Operational Level Agreements for the technical teams Diagnosis of, and recovery from technical failures

3

The priority of an Incident is BEST described as? a) b) c) d) The relativeimportance of the Incident based on impact and urgency The speed with which the Incident needs to be resolved The number of staff that will be assigned to work on the Incident so that it is resolved in time The escalation path that will be followed to ensure resolution of the Incident

4

What is the role of the Emergency Change Advisory Board (ECAB)? a) b) c) d) To assist the Change Managerin ensuring that no urgent Changes are made during particularly volatile business periods To assist the Change Manager in implementing Emergency Changes To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be approved To assist the Change Manager in speeding up the Emergency Change Process so that no unacceptable delays occur

© The APM GroupLimited 2007 This document is not to be re-produced or re-sold without express permission from The APM Group ITILv3FoundationSample3_v3.0 – 07 August 2007 Version 3.0 (Live) Page 2 Owner – Nikki Kelly

5

A Service Owner is responsible for which of the following? a) b) c) d) Continual Improvement of the service Designing and documenting a service Carrying out the Service Operations activitiesneeded to support a service Producing a Balanced Scorecard showing the overall status of all services

6

Operations Control refers to? a) b) c) d) The managers of the Technical and Applications Management functions Overseeing the execution and monitoring of IT operational events and activities The tools used to monitor and display the status of the IT Infrastructure and Applications Thesituation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available

7

Which of the following statements is CORRECT about patterns of demand generated by the customer's business? a) b) c) d) They are driven by patterns of business activity It is impossible to predict how they behave It is impossible to influence demand patterns They aredriven by the delivery schedule generated by Capacity Management

8

What is the main reason for establishing a Baseline? a) b) c) d) To standardise operation For knowing the cost of services provided For roles and responsibility to be clear For later comparison

© The APM Group Limited 2007 This document is not to be re-produced or re-sold without express permission from The APM Group...