itil foundation mock exam questions40b

8/7/2019 ITIL Foundation Mock Exam Questions40b

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Copyright: The Art of Service Pty Ltd.ACN 095825308This documentation is part of the standard course material of The Art of Service Pty Ltd.

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The Art of Service Pty Ltd.GPO Box 2673Brisbane, QLD 4001Phone: (07) 32 897 690Fax: (07) 33 196 172htt : www.artofservice.com.au

ITILSpecimen questions 3.0Foundation Certificate in IT Service Management

I TIL Sample exam #3.This publication consists of 40 specimen questions.These questions are representative of the types of question that will be set during theexaminations. The example questions are based upon the specification of the examrequirements for the Foundation certificate in IT Service Management.

A number of possible answers, indicated by capital letters, are given for each multiple-choice question. Only one of these answers is correct.The maximum number of points that can be scored is 40. Each correct answer gives onepoint. A score of 26 points or more means you have passed. In all other cases you willhave failed.

ContentsIntroduction .............................................................................................................................................. 2 Specimen questions ............................................................................................................................... 3 Answers ...................................................................................................................................................13


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IntroductionPlace in the qualification structureThis is the sample examination for the Foundation Certificate in IT Service Management(ITIL Foundation).

Composition of the sample examinationThis sample examination consists of 40 multiple-choice questions. These questions arerepresentative of those asked during an actual examination. The questions are designedto fulfil the examination requirements for the ITIL Foundation module specified in theITIL, PRINCE2, ISPL and DSDM 2001-2002 examination plan.

Each question in this sample examination is multiple choice, with only one correctanswer.

Distribution of the questions across the examination requ irementsThe 40 questions in this sample examination cover the examination requirements on theIT Service Management processes as illustrated in the table below. The questions in theexamination are not arranged in the order of examination requirement, but are inrandom sequence.

Examination requirement1. General questions2. ITIL processes:

Service Desk (Incident Management) Problem Management Change Management Configuration Management Release Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Financial Management for IT

Services Security Management

Literature, notes and calculatorWhen taking the examination, you may not use literature, notes or a (pre-programmable) calculator.

TimeYou have 60 minutes to complete this examination.

Examination scoringEach correct answer earns 1 point, for a maximum possible score of 40 points. A scoreof 26 points or more is considered a passing grade.


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Specimen questions 11 Which three data items are required to describe a process?Which three data items are required to describe a process?A What is a procedure? How does the information flow proceed? What are the

responsibilities of the persons involved?B What is the procedure? Who are involved in the process? What are their tasks?C What is the objective? What are the activities? What are the results of these activities?D What is the objective? What measures are available? What authorities do the involved

persons have?

22 Hardware, system and application software and data communication facilities are part of theHardware, system and application software and data communication facilities are part of theIT infrastructure. What other components can be seen as part of the IT infrastructure?IT infrastructure. What other components can be seen as part of the IT infrastructure?

1. Procedures.2. Documentation.3. Staff.

A 1 and 2.B 1 and 3.C 2 and 3.D

1, 2 and 3.

33 A user calls the Service Desk with the complaint that when using a specific application anA user calls the Service Desk with the compla int that when using a specific application anerror occurs consistently, which results in a disconnection from the network.error occurs consistently, which results in a disconnection from the network.

What process is responsible for detecting the cause?A Incident Management.B Network Management.C Problem Management. D System development.

44 A user of a network informs the Service Desk that he has experienced a number of problemsA user of a network informs the Service Desk that he has experienced a number of problemswhile storing files. Consistently a message appears that there iswhile storing files. Consis tently a message appears that there is insufficient disk spaceinsufficient disk spaceavailable. He says he informed the Service Desk several times about this error. He now asksavailable. He says he informed the Service Desk several times about this error. He now asksfor more disk space to be made available to him, so this problem will no longer occur.for more disk space to be made available to him, so this problem will no longer occur.

Which concept applies to this situation? A Incident.B Recognised error.C Problem.D Proposal for change.


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55 Which of the following is NOT an example of a configuration item?Which of the following is NOT an example of a configuration item?A A description of a procedure.B A user manual.C An organigram of an organisation.D A unique identification code.

66 A user receives a new PC,A user receives a new PC, which is connected to the network. His old PC will be installed aswhich is connected to the network. His old PC will be installed asthe print server for the local network.the print server for the local network.

Which process is responsible for registration of this change?

A Configuration Management.B Network Management.C Problem Management.D Change Management.

77 A number of PC's will be installed in the near future. The question arises within the ITA number of PC's will be installed in the near future. The question arises within the ITorganisation what is and what is not the responsibility of Configuration Management.organisation what is and what is not the responsibility of Configuration Management.

Which of the following activities is NOT Configuration Management'sresponsibility?

A Check on completeness and accuracy of the PC's data.

B Check on the PC's functioning.C Naming and recording of the PC's particulars.D Registration and security of the status of the PC data.

88 Which of the following activities belong to the responsibilWhich of the following activ ities belong to the respons ibilities of Incident Management?.ities of Incident Management?.A Application of changes in the infrastructure.B Detection of the cause of incidents.C Identification of the underlying problems of the incidents.D The removal of disruptions or incidents.

99 A user calls with the complaint thatA user calls with the complaint that the scre en does not come to life, when the PC isthe screen does not come to life, when the PC isswitched on. He suggests that the monitor may be broken.switched on. He suggests that the monitor may be broken.

Which process is responsible for detection of the cause?A Configuration Management.B Service Level Management.C Service Desk.D Problem Management.


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1010 In order to solve a problem, which occurs when making backIn order to solve a problem, which occurs when making back- -ups in the network, aups in the network, acompletely new disk unit needs to be installed and procedures for making backcompletely new disk unit needs to be installed and procedures for making back- -ups need toups need tobe revised.be revised.

Which process must give formal approval for the execution of theseadjustments?

A Configuration Management.B Network Management.C Problem Management.D Change Management.

1111 The IT manager of an insurance company asks Problem Management for a compact reportThe IT manager of an insurance company asks Problem Management for a compact reporton disruptions that have occurred during the past month. The insurance comon disruptions that have occurred during the past month. The insurance company's General pany's GeneralManagement has notified the IT manager that many complaints have been received fromManagement has notified the IT manager that many complaints have been received fromclients.clients.

What type of report will Problem Management best provide General Management in order to give an insight in the functioning of the computer centre in relation to user complaints?

A A report on the cause and the number of disruptions the clients complained about.B A report of incidents, problems and detected errors.C A report of the new incidents, problems and detected high impact errors.D An overview of all known incidents and problems.

1212 What is the best description of an incident?What is the best description of an incident?A Every event, which deviates from the expected standard procedure of an IT service.B Every disruption of a service of which the cause is unknown.C Every question, remark or complaint registered by a user at the Service Desk.D Every request for support in using the Information infrastructure.

1313 All attributes of the IT infrastructure are, after a complete stock take, recorded in aAll attributes of the IT infrastructure are, after a complete stock take, recorded in aConfiguration Management database (CMDB).Configuration Management database (CMDB).

When will the first configuration audit be conducted?

A Immediately after the Service Desk has been implemented.B Immediately after completion of the CMDB.C Approximately two months after completion of the CMDB.D As soon as it becomes clear the information in the CMDB is no longer current


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1414 On implementation of a new release of a new software package a number of shortcomingsOn implementation of a new release of a new software package a number of shortcomingsappear to occur. Despite that it is decided to implement the new release.appear to occur. Despite that it is decided to implement the new release.

Which process is responsible for the registration of the detected shortcomings?A Configuration Management.B Problem Management.C Release Management.D Change Management.

1515 What is a consequence of a too limited scope of Configuration Management??What is a consequence of a too limited scope of Configuration Management??A

Certain parts of the infrastructure cannot be controlled and managed sufficiently.B Certain problems cannot be analysed because the available information is insufficient.C There is no sufficient guarantee that the supplied information accurately mirrors the

reality.D All of the above consequences are correct.

1616 What is requiredWhat is required to determine the right level of detail in the CMDB?to determine the right level of detail in the CMDB?A The balance between the amount of work and the accuracy of the information.B The criteria imposed on the information by Incident Management and Problem

Management.C The information an organisation requires to reach stated objectives.D The number of systems and their relation with the infrastructure.

1717 At an insurance company the local network as well as all PC's fail due to a power disruption.At an insurance company the local network as well as all PC's fail due to a power disruption.As a result of this the client acceptance system and the claimAs a result of this the client acceptance sys tem and the claims registration system ares registration system areunavailable. After an hour the power disruption is solved and the situation as it was beforeunavailable. After an hour the power disruption is solved and the situation as it was beforethe power failure is restored.the power failure is restored.

How has this incident impacted on the service delivery? A This had limited impact on the service delivery, because clients were asked to ring

back in an hour and they showed understanding for the situation.B This had a major impact on the service delivery, because the normal level of service

provision could not be realised. This caused damage to the company's image.C This has not impacted the service delivery, because everything was recorded on paper

and could later be recorded into the system.D This had little impact, because it was caused by a power failure and not by a hard- or

software error.


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1818 Consider theConsider the following statements.following statements.

1. Hierarchical escalation means an escalation towards a hierarchical higher officer,because this person has more knowledge or expertise to solve an incident.

2. Functional escalation means the engagement of an expert from within theorganisation, who has more knowledge or expertise to resolve an incident.

Which of these statements is (are) true?A Only the first.B Only the second.C

Both.D Neither.

1919 It is important that an identical version of an application is installed on every computeIt is important that an identical version of an application is installed on every computer in the r in thenetwork to operate specific application.network to operate specific application.

Which process is responsible for this?A Configuration Management.B Network Management.C Release Management.D Change Management.

2020 A corporation wants to investigate which demands and problems are experiencA corporation wants to investigate which demands and problems are experienced by users ed by usersin regards to the use of a specific software package.in regards to the use of a specific software package.

Which process is responsible for the conduct of such research? A Service Level Management.B Service Desk.C Problem Management.D Customer Liaison Management.

2121 The users of a network are freqThe users of a network are frequently being confronted with a message on their screens thatuently being confronted with a message on their screens thatthere is insufficient disk space available. Because this problem partly concerns the size ofthere is insufficient disk space available. Because this problem partly concerns the size ofthe software, the hard disk space must be increased.the software, the hard disk space must be increased.

Within which process must formal permission be given for such a modification? A Configuration Management.B Capacity Management.C Release Management.D Change Management.


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2222 Which process is responsible for giving staff, who have forgotten their password, theWhich process is responsible for giving staff, who have forgotten their password, theopportunity to choose a new password?opportunity to choose a new password?

A Configuration Management.B Incident Management.C Change Management.D Availability Management.

2323 Why is it necessary that Service Desk staff have an insight in the various groups of users onWhy is it necessary that Service Desk staff have an insight in the various groups of users onthe one hand and services delivered by the computer department on the other?the one hand and services delivered by the computer department on the other?

A An incident reported by a user can be resolved more quickly by Incident Management.

B The IT services then can be better adjusted to the individual requirements of the user.C It ensures tha Incident Management can prevent certain incidents to occur at theusers.

D All of the above mentioned reasons are correct.

2424 Consider the following statements.Consider the following statements.

1. An incident with a high urgency therefore has a high priority.

2. An incident has a low impact if it only causes a minor deviation from thenormal level of service delivery.

Are these statements correct? A Only the first.B Only the second.C Both.D Neither.

2525 What is the best description of the objective of Incident Management?What is the best description of the objective of Incident Management?A Making available to the user the required functionality in accordance with the

agreements.B Prevent that problems recur, so the users will be optimally supported in their work.C To ensure every user that the IT service delivery is optimally available, at the right

moment and in the right place.D Make sure that there is one clear point of contact that all users can turn to with

questions, remarks and complaints about the service delivery.


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2626 What is the main reason to register a problem as soon as it has been identified?What is the main reason to register a problem as soon as it has been identified?A This improves the determination of priorities in problem resolution.B This enables a faster incident resolution.C This enables the progress control on problem resolution.D This provides information about weak components in the infrastructure.

2727 Why does one always progress to classifying the problem after identification of a probleWhy does one always progress to classifying the problem after identification of a problem? m?A Because it is important to have insight in the frequency with which the problem occurs.B Because it is important to be able to trace the manner in which the problem has been

resolved.C Because one obtains an insight in the problem's consequences for the service delivery.D Because through that one can determine the priority for solving the problem.

2828 Which subsequent steps must be taken to manage changes to the IT infrastructure?Which subsequent steps must be taken to m anage changes to the IT infrastructure?A Acceptation - Classification - Assessment and planning - Coordination - Reporting.B Categorisation - Impact assessment and Prioritisation - Planning - Implementation -

Closure.C Identification - Registration - Allocation - Investigation - Reporting.D Registration - Detection - Classification - Diagnosis and Resolution - Closure.

2929 Because of the planned installation of new software releases the network server needs to beBecause of the planned installation of new software releases the network server needs to beupgraded.upgraded.

Which process is responsible for execution of a research into the required diskspace on the network server?

A Capacity Management.B Network Management.C Availability Management.D Service Level Management.

3030 Release Management will soon want to install a new application on the network server, butRelease Management will soon want to install a new application on the network server , but

will need information on the server's capacity for this.will need information on the server's capacity for this.

What information will be needed from Capacity Management in this case?A The required memory requirement for the application.B The available memory requirement for the application.C The memory capacity the users require.D Capacity Management is not allowed to provide any information on this to Release

Management.


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1. A service level agreement (SLA) is a contract in which the measurable levels of service delivery are recorded.

2. A service level agreement (SLA) guarantees the users the most importantapplications will always be available.

Are these two statements correct?A Only the first.B Only the second.C

Both.D Neither.

3232 Clear agreements have been made with a user on the amount of disk space available to himClear agreements have been made with a user on the amount of disk space available to himon the network server for storing "own" data.on the network server for storing "own" data.

Which process is responsible for ensuring this disk space is really available? A Availability Management.B Capacity Management.C Network Management.D Release Management.

3333 To make a start with charging out the use of the IT infrastructure, it is decided to at leastTo make a start with charging out the use of the IT infrastructure, it is decided to at leastcharge the concharge the connection time in the network to the users.nection time in the network to the users.

Which process is responsible for drafting the charge out system?A Availability Management.B Capacity Management.C Financial Management for IT Services.D Service Level Management.

3434 What is the best method to achieWhat is the best method to achieve good tuning of the users' demands and wishes with theve good tuning of the users' demands and wishes with theIT Service delivery?IT Service delivery?A The appointment of a Service Manager.B The introduction of a Service Desk.C The drafting of Service Level Agreements (SLA's).D Regular discussions between the users and the IT service providers.


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3535 A medium size organisation decides to conduct a verification of the configuration databaseA medium size organisation decides to conduct a verification of the configuration databaseonce every six months.once every six months.

Is verification every six months sufficient? A Yes, in a medium size organisation it is not necessary to do this more often.B No, verification should take place after every change to the IT-infrastructure.C It is impossible to say.D It depends on the agreements recorded in the SLA.


1. To develop a standard cost price calculation insight is required in the expecteddemand of the IT services.

2. One of the conditions for charge out of the costs is that the performance units arerecognisable and can be verified by the users.

Are the statements correct?A Only the first.B Only the second.C Both.D Neither.


1. For the definition of the impact codes it is necessary to have an insight in themanner in which the IT services are built and how supportive they are of thebusiness processes.

2. The criteria of the impact assessment will be recorded in consultation with theorganisation.

3. When assessing the impact the relationships between the various components in theinfrastructure play an important role.

Are these statements correct? A Only the first and second.B Only the first and third.C Only the second and third.D All three.


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3838 When a disruption is reported, it is important that the IT service will be restored with minimalWhen a disruption is reported, it is important that the IT service will be restored with minimalconsequence for the user.consequence for the user.To make this happen is the task of specifically........To make this happen is the task of specifically........

A Configuration Management.B Incident Management.C Problem Management.D Customer Liaison Management.

3939 In an organisation you work at the Service Desk. A user calls to report that his or herIn an organisation you work at the Service Desk. A user calls to report that his or herterminal does not function.terminal does not function.

This is a......This is a...... E Incident.F Known error.G Problem.H Proposal for change.

4040 A change needs to be made to the version of a software item.A change needs to be made to the ve rsion of a software item.

In which environment, exclusively, is it allowed to change this program?A Production environment.B

Development environment.C Test environment.D Acceptation environment.


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AnswersMarking guidelines

Examination result The maximum number of points that can be scored is 40. Eachcorrect answer gives one point. A score of 26 points or more meansyou have passed. In all other cases you will have failed.

Number Answer Number Answer

1 C 21 D

2 A 22 B

3 C 23 D

4 A 24 B

5 D 25 D

6 A 26 C

7 B 27 C

8 D 28 A

9 D 29 A

10 D 30 B

11 B 31 A

12 A 32 B

13 B 33 C

14 B 34 C

15 D 35 C

16 C 36 C

17 B 37 D

18 B 38 B

19 C 39 A

20 D 40 B

itil foundation mock exam questions40b

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