Sample exam ITV3F English B valid from May 2009 0109 , ITIL
[ Pobierz całość w formacie PDF ]
Document Control Information
Document Details
Document Name
ITILv3FoundationSampleB_v3.0
Purpose of Document
To help candidates prepare for the ITIL
®
v.3 Foundation
Examination based on the Foundation syllabus version 4
Document Version Number
3.0
Document Status
Live
Document Owner
Chief Examiner
Prepared By
ITIL
®
v.3 Examination Panel
Date of First Draft
19 January 2009
Date Approved
19 January 2009
Approved By
Chief Examiner
Next Scheduled Review Date
Version History
Version Number
Date Approved
Change/Reasons for Change/Comments
3.0
19 January 2009
New Document
Distribution List
Version
Name
Title/Company
3.0
All ITIL
®
EIs and ATOs
© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Ltd 2009
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
The Swirl logoâ„¢ is a Trade Mark of the Office of Government Commerce
ITILv3FoundationSampleB_v3.0.doc
Version 3.0 (Live)
Owner – Chief Examiner
The ITIL
®
v.3 Foundation Examination
ITIL
®
v. 3 Foundation Examination:
Sample Paper B, version 3.0
Multiple Choice
Instructions
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
9
or x .
5.
You have 1 hour to complete this paper.
6.
You must get 26 or more correct to pass.
Candidate Number:
......................................................
© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Ltd 2009
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
The Swirl logoâ„¢ is a Trade Mark of the Office of Government Commerce
ITILv3FoundationSampleB_v3.0.doc
Version 3.0 (Live)
Owner – Chief Examiner
Page 1
1 Input from which processes could be considered by Service Level Management
when negotiating Service Level Agreements (SLA)?
a) All other ITIL processes
b) Capacity and Availability Management only
c) Incident and Problem Management only
d) Change and Release and Deployment Management only
2 Which of the following statements about a standard change is INCORRECT?
a) A standard change is one for which the approach is pre-authorized by Change
Management
b) Each standard change is granted by the nominated authority for that change
c) Standard changes are usually low risk and well understood
d) Standard changes are only raised using the Request Fulfilment process
3 Which of these statements about Service Desk staff is CORRECT?
a) The Service Desk should try to have a high level of staff turnover as the
training requirements are low and this helps to minimize 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.
4 Which of the following statements is 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
© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 2009
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITILv3FoundationSampleB_v3.0.doc
Version 3.0 (Live)
Owner – Chief Examiner
Page 2
5 Facilities Management refers to?
a) The Management of IT services that are viewed as "utilities", such as printers
or network access
b) Advice and guidance to IT Operations on methodology and tools for managing
IT Services
c) The Management of the physical IT environment such as a Data Center
d) The procurement and maintenance of tools that are used by IT Operations staff
to maintain the infrastructure
6 The three sub-processes of Capacity Management are:
a) Business Capacity Management, Service Capacity Management and
Component Capacity Management
b) Supplier Capacity Management, Service Capacity Management and
Component Capacity Management
c) Supplier Capacity Management, Service Capacity Management and
Technology Capacity Management
d) Business Capacity Management, Technology Capacity Management and
Component Capacity Management
7 Which statement about the Known Error Database (KEDB) is totally correct?
a) The KEDB is the same database as the Service Knowledge Management
System
b) The KEDB should be used during incident diagnosis phase to try to speed up
the resolution process
c) Care should be taken to avoid duplication of records in the KEDB. This can be
done by giving as many technicians as possible access to create new records
d) Access to the KEDB should be limited to the Service Desk
8 Which statements about Key Performance Indicators (KPIs) and Metrics are
CORRECT?
1. Service metrics measure the end-to-end service
2. KPIs should relate to a Critical Success Factor
3. Continual Service Improvement (CSI) uses process metrics to identify
improvement opportunities
4. KPIs can be both qualitative and quantitative
a) 1 only
b) 2 and 3 only
c) 1, 2 and 4 only
d) All of the Above
© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 2009
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITILv3FoundationSampleB_v3.0.doc
Version 3.0 (Live)
Owner – Chief Examiner
Page 3
9 What is described by the following statement? "Maintains relationships between all
service components and any related incidents, problems, known errors, change and
release documentation"
a) The Capacity Plan
b) The Definitive Media Library
c) The Configuration Management System
d) A Service Level Agreement
10 Which of the following statements about a Definitive Media Library (DML) are
CORRECT?
1. The DML includes a physical store
2. The DML holds definitive hardware spares
3. The DML includes master copies of controlled documentation
a) All of the above
b) 1 and 2 only
c) 2 and 3 only
d) 1 and 3 only
11 Which of the following statements are correct?
1. Problem Management can support the Service Desk by providing Known Errors
to speed up incident resolution
2. Problem Management provides information to Service Level Management about
the impact of changes
a) 1 only
b) 2 only
c) Both of the Above
d) Neither of the Above
12 Incident Management provides value to the business by?
a) Helping to control infrastructure cost of adding new technology
b) Enabling users to resolve Problems
c) Helping to align people and process for the delivery of service
d) Contributing to the reduction of impact of service outages
© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Limited 2009
This document is not to be re-produced or re-sold without express permission from The APM Group Limited
ITILv3FoundationSampleB_v3.0.doc
Version 3.0 (Live)
Owner – Chief Examiner
Page 4
[ Pobierz całość w formacie PDF ]