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ITIL® v.3 Foundation Examination: Sample Paper 3 ANSWER SHEET

Answer Key for Exam Paper: ITILv3FoundationSample3_ANSWERS_v3.0.doc

Q 1 2 3 4 5

A C C A C A

Syllabus Ref 04-06 06-02 03-27 05-05 07-01

Q 21 22 23 24 25

A A A A C B

Syllabus Ref 04-10 07-02 05-09 07-02 05-06

6 7 8 9 10

B A D C A

06-02 05-02 04-10 05-07 05-08

26 27 28 29 30

D D B D B

08-01 04-0803-24 05-07 05-06

11 12 13 14 15

D D C A A

05-04 04-04 01-06 02-02 04-05

31 32 33 34 35

A C C A B

02-08 01-01 08-02 02-01 05-03

16 17 18 19 20

A D C C C

04-04 02-10 06-01 05-05 04-10

36 37 38 39 40

A B B C A

02-08 03-28 01-04 04-09 05-04

© The APM Group Limited 2007 ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office ofGovernment Commerce, and is Registered in the U.S. Patent and Trademark Office. ITILv3FoundationSample3_ANSWERS_v3.0 – 07 August 2007 Version 3.0 (Live) Owner – Nikki Kelly Page 1

ITIL® v.3 Foundation Examination: Sample Paper 3 ANSWER RATIONALES

Q 1 2

A C C

Syllabus 04-06 06-02

Page ref ST 92 SO 121122 SO 50

Rationale “Figure 4.21 Service V-model to represent configuration levels andtesting” a) and d) are from the bulleted list in SO 6.3.2 b) is a summary of the central paragraphs of 6.3.1 c) is the responsibility of Service Level Management “Prioritization can normally be determined by taking into account both the urgency of the incident (how quickly the business needs a resolution) and the level of impact it is causing” “Emergency change authorization… Where CAB approval isrequired, this will be provided by the Emergency CAB (ECAB)” “The Service Owner is responsible for continual Improvement…” “Operations Control, which oversees the execution and monitoring of the operational activities…” This relationship is described in SS 5.5.3, “Business activities drive demand for services…” “…establish baselines as markers or starting points for later comparison…” Under theheading “4.2.1 Purpose/goal/objective” it says “‘Normal Service Operation’ is defined here as service operation within SLA limits.” SO 4.1.1 states the Purpose/goal/objective of Event Management as “The ability to detect events, make sense of them and determine the appropriate control action” The primary goal of the Availability Management process “… is to ensure that the level of serviceavailability delivered in all services is matched to or exceeds the current and future agreed needs of the business” The first entry in the bulleted list under “3.6 Design Aspects” says “Service solutions, including all of the functional Requirements…” This is the bulleted list from SS 2.6.2 “Processes have the following characteristics:” Titles of the core books can be found in many places, and do notinclude Service Optimization (should be Continual Service Improvement) Table 3-1, last row “Knowledge Outsourcing (KPO) – The newest form of outsourcing” This is illustrated in “Figure 3.7 The Service Portfolio and its contents” This is a summary of the first paragraph of CSI 2.4.1 “This is where a desk is co-located within or physically close to the user community it serves” “4.2.4.5 Standardchanges (pre-authorized)” “4.2.6.1 Normal Change Procedure”, and many other references to “normal changes” “4.2.6.9 Emergency Changes” The term urgent change does not appear in the book “The three types of metric are…” is followed by three bullets, starting “Technology Metrics –”, “Process Metrics –”, “Service Metrics –” This is the bulleted list under heading “3.7.1 Value to business” “…often usedwithin organizations indicating roles and responsibilities in relation to processes and activities”

3

A

03-27

4 5 6 7 8 9

C A B A D C

05-05 07-01 06-02 05-02 04-10 05-07

ST 60 CSI 134 SO 126 SS 131 CSI 30 SO 46

10

A

05-08

SO 36

11

D

05-04

SD 97

12

D

04-04

SD 30

13 14

C A

01-06 02-02

SS 26

15 16 17 18 19

A A D C C

04-05...