ITIL V3 Foundation

Tuesday, January 4, 2011

ITILV3 Foundation Exam - Sample Paper

ITIL Foundation Exam - Sample Paper 1

1. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?
A Service Level Manager
B Capacity Manager
C Change Manager
D Financial Manager

2. Which of the following would normally be included in a Capacity Plan?
1 Options
2 Management summary
3 Business workload forecasts
4 Backout plans
A 2, 3 and 4
B All of them
C 2 and 3 only
D 1, 2 and3

3. An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?
A The going rate that is agreed with Customers
B Market rate
C Cost-plus
D Profitable

4. Which of the following is not an element of Availability Management?
A. Verification
B. Security
C. Reliability
D. Maintainability

5. The extent of CI information held in the CMDB should:
A Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money
B Be as high level as possible
C Match the organisation’s requirement for information to be held
D Vary according to cost

6. A customer-based Service Level Agreement structure includes:
A An SLA covering all Customer groups and all the services they use
B SLAs for each service that are Customer-focused and written in business language
C An SLA for each service type, covering all those Customer groups that use that
Service
D An SLA with each individual Customer group, covering all of the services they use

7. Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?
A Improved user satisfaction
B Incident volume reduction
C Elimination of lost incidents
D Less disruption to both IT support staff and users

8. Configuration Management plans should be integrated with those of:
A Change & Release Management
B Service Level Management
C IT Service Financial & Continuity Management.
D Change & Capacity Management

9. Possible problems with Change Management include:
A Lack of ownership of impacted services
B Increased visibility and communication of changes
C Better alignment of IT services to actual business needs
D The ability to absorb a larger volume of change

10. Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle?
A Develop Procedures and Initial Testing
B Education and Awareness
C Review, Audit and Assurance
D Ongoing Training and Testing

11. Which of the following are likely to be members of the CAB?
1 Problem Manager
2 Customer representatives
3 Change Manager
4 Senior IT technical managers
A 2 and 3 only
B All of them
C 1, 2 &4
D 1, 3 &4

12. Consider the following activities:
1 The analysis of raw data
2 The identification of trends
3 The definition of Service Management processes
4 The implementation of preventive measures
Which of the above should be easier after implementing a good IT Service Management software tool?
A 1, 2 & 4
B 2 & 3
C All of them
D None of them

13. The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:
A Root Cause Analysis
B Business Impact Analysis
C Service Outage Analysis
D Component Failure Impact Analysis

14. Intermediate Recovery is initially concerned with which of the following time periods?
A 4 to 24 hours
B More than 72 hours
C 24 to 72 hours
D 4 to 8 hours

15. Which of these best describes the purpose of Capacity Management?
A To reduce costs and performance levels to a minimum
B To ensure that there is always sufficient capacity available to meet all customer
demands
C To ensure that business demands are affordable and achievable
D To provide cost-effective IT capacity to meet agreed service levels

16. Serviceability is an element of Availability Management. How is it best defined?
A The prevention of failure, and the ability to keep services and components operable
B The ability to restore services or components back to normal operation
C The percentage of the agreed service hours for which the service is available
D The support which external suppliers can be contracted to provide for parts of the IT infrastructure
Answer: D

17. Which one of the following statements is NOT FALSE?
A Depreciation is used to calculate how maintenance can be offset against tax
B Staff costs are capital costs because of their high value
C Cost centres are used to measure ROCE (Return on Capital Employed)
D Direct costs can be allocated to a single customer, service or activity

18. Which one of the following is NOT a major CI type?
A Documentation
B Software
C Purchase order
D Accommodation

19. Where would the information relating to software release components be stored?
A DSL
B CMDB
C AMDB
D CDB

20. The following activities are involved in implementing a Service Management function:
1 Tool selection
2 Tool specification
3 Process design
4 Functional requirements analysis
In which order should the above activities be taken?
A 4 2 1 3
B 4 3 2 1
C 2 1 4 3
D 2 1 3 4

21. Which of the following best describes the goal of Service Level Management?
A To maintain and improve IT service quality in line with business requirements
B To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets.
C To provide the highest possible level of service to Customers and continuously
improve on this through ensuring all services operate at maximum availability.
D To ensure that IT delivers the same standard of service at the least cost

22. The process to implement SLAs comprises of the following activities in sequence:
A Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft SLRs, negotiate, agree SLAs
B Draft SLAs, review underpinning contracts and OLAs, negotiate, catalogue services,
C Review underpinning contracts and OLAs, draft SLAs, catalogue services, negotiate, agree SLAs
D Catalogue services, establish SLRs, review underpinning contracts and OLAs,
negotiate service levels, agree SLAs

23. Which of the following statements is true?
A An urgent release is always a delta release
B A full release may contain package and delta releases
C package release may contain full and delta releases
D A full release may contain several delta releases

24. What is SOA within Availability Management?
A System Optimisation Approach
B Systematic Operational Adjustment
C Serviceability of Applications
D Service Outage Analysis

25. A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?
A Network Management
B The Service Desk
C Capacity Management
D Problem Management

26. Consider the following:
1 Incident diagnostic scripts
2 A knowledge base of previously recorded incidents
3 A Configuration Management Database covering the infrastructure supported
4 A Forward Schedule of Change
Which of the above should be available to the Service Desk?
A All four
B 1&2
C 3&4
D 1, 2 &3

27. Which of these is NOT a recognised Service Desk structure?
A Remedial Service Desk
B Virtual Service Desk
C Local Service Desk
D Central Service Desk

28. The wording of SLAs and OLAs should be:
A Technically focused, so that they may be understood by IT professionals
B A mixture of business, technical and legal language, so that they can be understood by everyone
C Clear and concise, leaving no room for ambiguity.
D Legally worded as they must be contractually binding

29. Consider the following list:
1 Modelling
2 Risk Analysis
3 Application Sizing
4 DSL maintenance
Which two from the above list are among the main responsibilities of Capacity Management?
A 1 & 2
B 1 & 3
C 3 & 4
D 2 & 4

30. At what point does an Incident turn into a Problem?
A When it is urgent
B When it is a Major Incident
C If the person reporting the incident is very senior
D Never

31. There are strong links between Service Level Management and:
1 Incident Management
2 Availability Management
3 Configuration Management
4 IT Service Continuity Management
5 Change Management
A 1, 3 & 5
B 2 & 4
C 2, 3 & 5
D All of them

32. Does Problem Management depend entirely on having a mature Incident Management process in place?
A Yes, because without a mature Incident Management process in place there is no
reliable information available
B No, because the quality of Incident Management information is of little importance to proactive Problem Management
C No, because progress can still be made on solving long-standing Problems
D Yes, because trend analysis cannot be undertaken without a lot of accurate Incident Management information

33. The scope of a Release can best be defined by:
A The RFCs that it satisfies
B The number of updates to the OHS
C Service Level metrics
D The DSL configuration
34. For which of these activities is the Change Manager responsible?
A Chairing the CAB
B Establishing the root cause of a Capacity Incident which has led to an RFC being
raised
C Devising the backout plan for a significant Change
D Ensuring a Release has reached the target CIs

35. The Service Desk can act as the focal point for:
1 Receiving Incidents & Service Requests from users
2 Recording Change Requests from users
3 Handling complaints and queries
A 1 Only
B 2 Only
C 1 & 3
D 1, 2 & 3

36. Which of these statements is true when deciding on the initial scope and depth of the information to be held in a CMDB?
A You should try to capture as much information as possible about all types of CIs
B You shouldn’t collect detailed information about CIs that are not under Change Control
C You shouldn’t worry too much about Change Control; the main objective is to get the database loaded
D You should try to satisfy all the wishes of the IT staff
37. Within a CMDB, which relationships are most likely to exist between Incidents and Problems?
1 One Incident to one Problem
2 One Incident to many Problems
3 Many Incidents to one Problem
A 1 & 2only
B 2 & 3 only
C 1 & 3 only
D All of them

38. Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?
A The number of Problems raised
B The number of Known Errors identified
C The number of Problems correctly categorised
D The number of RFCs raised

39. Which of these is a DIRECT benefit of having a Service Desk?
A Customer Service Level Requirements are established
B Changes taking place are properly coordinated
C All the information in the CMDB is kept up to date.
D Technical support staff are less likely to be interrupted to deal with user’s calls

40. An ‘unabsorbed’ cost is best described as:
A A capital cost
B A type of charging policy
C An uplift to allocated costs
D A revenue stream

ITIL Foundation Sample Paper1 – Answers

Question Answer Question Answer
1 B 21 A
2 D 22 D
3 B 23 C
4 A 24 D
5 A 25 B
6 C 26 A
7 D 27 A
8 A 28 C
9 A 29 B
10 A 30 D
11 B 31 D
12 A 32 C
13 B 33 A
14 C 34 A
15 D 35 C
16 D 36 B
17 D 37 C
18 C 38 B
19 B 39 D
20 B 40 C

Note :
Thanks for all paid and free websites ,distributed hard copies for this draft

Sunday, May 16, 2010

ITIL Core Concepts

ITIL Core Concepts

Services : Services are a means of delivering value to customers without requiring the customer to own specific of the costs and risks.

Service Management :Service Management is a set of specialized capabilities for delivering value to customers in the form of services. ITIL® is a framework for IT Service Management.

ITIL as a Good Practice Framework : Good practices are best practices which have gained wide acceptance and adoption. In short, Good Practices have withstood the test of time. Good Practices may come from a number of sources including:

 Standards

 Public frameworks

 Academic research

 Proprietary knowledge

The Service Lifecycle :The core of ITIL® is structured around a Service Lifecycle which consists of the five phases shown in the illustration below. Each lifecycle phase is discussed in more detail later in this study guide. The Service Lifecycle organizes activity around services as the services move from concept through the live environment and into retirement. The ITIL® ‘core’ documentation consists of five volumes representing each of the phases of the Service Lifecycle

Processes : Processes are structured sets of activities designed to achieve a specific objective.

Processes have four basic characteristics:

1. They transform inputs into outputs

2. They deliver results to a specific customer or stakeholder

3. They are measurable

4. They are triggered by specific events

ITIL® addresses a number of specific processes associated with each lifecycle phase, but also discusses processes in terms of their generic structure shown in the three-layered model below.

 Process Control, such as process policies, ownership, documentation, review programs, etc.

 The Process itself including process steps, procedures, work instructions, roles, triggers, metrics, inputs, and outputs.

 Process Enablers such as resources and capabilities required to support the process.

ITIL Processes by Lifecycle Phase

Lifecycle Phase

Processes

Service Strategy :

 Service Strategy

 Service Portfolio Management

 Demand Management

 Financial Management

Service Design :

 Service Catalog Management

 Service Level Management

 Availability Management

 Capacity Management

 Service Continuity Management

 IT Security Management

 Supplier Management

Service Transition :

 Change Management

 Service Asset and Configuration Management

 Release and Deployment Management

 Transition Planning and Support *

 Service Validation and Testing *

 Evaluation *

 Knowledge Management *

Service Operation :

 Incident Management

 Problem Management

 Event Management

 Service Request Fulfillment

 Access Management

Continual Service Improvement

 The Seven Step Improvement Process

Functions : Functions are self-contained subsets of an organization intended to accomplish specific tasks. They usually take the form of a team or group of people and the tools they use. Whereas processes help organizations accomplish specific objectives--often across multiple functional groups--functions add structure and stability to organizations. Functions generally map fairly directly to the organizational chart of an organization and are usually supported by budgets and reporting structures. Processes, by contract, typically do not have budgets and reporting structures. Both functions and processes involve roles.

Roles : Roles are defined collections of specific responsibilities and privileges. Roles may be held by individuals or teams. Individuals and teams may hold more than one role. ITIL® emphasizes a number of standard roles include, most importantly:

 Service Owner -- Accountable for the overall design, performance, integration, improvement, and management of a single service.

 Process Owner -- Accountable for the overall design, performance, integration, improvement, and management of a single process.

 Service Manager -- Accountable for the development, performance, and improvement of all services in the environment.

 Product Manager – Accountable for development, performance, and improvement of a group of related services.

ITIL FOUNDATION EXAMINATION BOOKING INFO

ITIL FOUNDATION EXAMINATION BOOKING INFO

The ITIL Foundation (Foundation Certificate in IT Service Management) examination

is available worldwide from Thomson Prometric, via a network of approved test

centres.

Certain ITIL distance learning packages purchased from the IT Governance online

store include the exam fee. Customers who have purchased one of these packages

with the exam fee included will have received a voucher containing a code via email.

Other candidates who have not purchased one of these distance learning courses with

the exam fee included are also able to book the examination via Thomson Prometric.

For instructions on how to locate a test centre, check availability – date & time etc, or

to book your exam please see the below information.

Locating a Test Centre

To locate a test centre to take the ITIL Foundation exam, check times & availability

or to book the examination itself you can either ring one of the numbers listed below,

or visit the Prometric website.

Please see below for instructions on how to do this.

Austria 0800 298 582 +31 320 23 9893

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If your country is not listed above either call one of the following numbers EMEA

+31 320 239 800. East Asia / Pacific +61-2-96405830 Americas +1-443-751-4300.

Alternatively you can locate a test centre online via the Prometric website. Please see

below.

Locating a Test Centre

The URL of the Prometric website is http://www.prometric.com/

Once have opened the Prometric website in your default web browser you can use the

following steps to check the location of a test centre.

1) On the Prometric homepage in the “For Takers” box select information technology

(IT) certification from the first drop down menu. In the second drop down menu now

select Information Systems Examination Board (ISEB). Then press the go button in the “For

Takers” box.

2) You will now be on a page containing three options – schedule, reschedule, cancel
or confirm exam, locate a testing centre & update my info/view my testing history.
Click locate a testing centre.
3) A page will now be presented on your screen containing about containing eight
options such as locate a test site, schedule an appointment etc. Click on locate a test
site.
4) Another page will now appear requesting you enter the country in which you wish
to take the examination. Select the appropriate country and state (if applicable), then
click the next button.
5) You will now be presented with information regarding ISEB (Information Systems
Examinations Board), which is one of the ITIL exam institutes. Just click the next
button on this page.
6) On the next page you will asked to choose your examination select BH0 – 001 IT
Service Management Foundation Certificate (ITIL) and click the next button.
A full list of all the test centres in the country / state will now be presented on screen.
To Check for Available Dates & Times
To check available dates and times to take the ITIL Foundation examination please
first locate the most convenient test centre for yourself by using the steps above.
Once you have located the most convenient test centre, you can proceed to check the
available dates and times to take the ITIL Foundation exam by following the steps
detailed below
1) Click the schedule appointment button besides the test centre you have you chosen.
2) You will now be asked to log into the web site using a username and password. If
you are a new user of the Prometric website you will have to click on the appropriate
button to create a profile. If not, just log in using your username and password.
3) Once you have logged in to the website you will be presented with a calendar
showing the available dates for you to take the ITIL Foundation exam at the test
centre of your choice. To see the available times on any specific day click on the
appropriate date on the calendar. A list of available times will now be displayed in the
box beside the calendar.

TO Redeem Exam Voucher Provided with the ITIL CBT or to Confirm and Pay
for the Exam
1) Once you have selected the appropriate date and time for you to take the ITIL
Foundation exam click the next button.
2) You will now be on a web page requesting payment details etc. If you purchased
an ITIL Foundation distance learning course from the IT Governance online store
which included the exam fee click the “Yes” button in the promotion and voucher
code box at the top of the screen. If you are booking the ITIL Foundation exam and
have not purchased the voucher as part of one of our distance learning courses, please
skip to step 4.
3) Once you have pressed the “Yes” button you will now be on a web page requesting
you select the discount type. Select voucher number from the drop down list then
enter the code you received by email. Then click validate. Once you have validated
the voucher code complete the steps outlined screen to confirm your booking.
4) Applies to Candidates