ITIL® Weblog for Healthcheck-online.com

Free Online Sample ITIL v3 Foundation Exam

March 22nd, 2009 | Author: Rene

The ITIL Weblog has added a sample ITIL v3 foundation exam. This exam consists of 40 multiple choice questions of which 26 have to be answered correct in order to pass. The official foundation exam has a maximum duration of 60 minutes. Here at the ITIL Weblog you can take your time.

At the end of the questions your results will be showed, together with the questions and answers. So you can see what topic needs to be studied a little bit more.

Good luck with the questions.

Which of the following is NOT a valid objective of Request Fulfilment?

To provide information to users about what services are available and how to request them
To update the Service Catalogue with services that may be requested through the Service Desk
To provide a channel for users to request and receive standard services
To source and deliver the components of standard services that have been requested

Which of the following should be done when closing an Incident?

Check the Incident categorization and correct it if necessary
Decide whether a Problem needs to be logged

1
1 and 2
2
None

Major Incidents require:

Separate procedures
Less urgency
Longer timescales
Less documentation

Which of the following is a good metric for measuring the effectiveness of Service Level Management?

Customer satisfaction score
Average number of daily Incidents managed by each service agent
Number of services in the Service Portfolio
Number of services deployed within agreed times

Which of the following are responsibilities of a Service Level Manager?

Agreeing targets in Service Level Agreements (SLAs)
Designing technology architectures to support the service
Ensuring required contracts and agreements are in place

All options
2 and 3 only
1 and 2 only
1 and 3 only

The MAIN objective of Service Level Management is:

To carry out the Service Operations activities needed to support current IT services
To ensure that sufficient capacity is provided to deliver the agreed performance of services
To create and populate a Service Catalogue
To ensure that an agreed level of IT service is provided for all current IT services

Understanding customer usage of services and how this varies over time is part of which process?

Service Portfolio Management
Service Level Management
Component Capacity Management
Demand Management

Which of the following are valid examples of business value measures?

Customer retention
Time to market
Service Architecture
Market share

1 and 2 only
2 and 4 only
All of the above
1, 2 and 4 only

Which of the following is NOT a responsibility of the Service Design Manager?

Design and maintain all necessary Service Transition packages
Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation
Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
Measuring the effectiveness and efficiency of Service Design and the supporting processes

Which of the following questions does guidance in Service Strategy help answer?

What services should we offer and to whom?
How do we differentiate ourselves from competing alternatives?
How do we truly create value for our customers?

1 only
2 only
3 only
All of the above

What is the Service Pipeline?

All services that are at a conceptual or development stage, or are undergoing testing
All services except those that have been retired
All services that are contained within the Service Level Agreement (SLA)
All complex multi-user services

Which of the following are the two primary elements that create value for customers?

Value on Investment (VOI), Return on Investment (ROI)
Customer and User satisfaction
Understanding Service Requirements and Warranty
Utility and Warranty are the primary elements that create user value.

Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?

Identifying configuration of user desktop PCs when Incidents are logged
Control of user desk-top PCs
Create and use diagnostic scripts
Dashboard type technology

1, 2 and 3 only
All of the above
1, 3 and 4 only
2, 3 and 4 only

The BEST Processes to automate are those that are:

Carried out by Service Operations
Carried out by lots of people
Critical to the success of the business mission
Simple and well understood

Which of the following CANNOT be provided by a tool?

Knowledge
Information
Wisdom
Data

Which of the following should be supported by technology?

Verification of Configuration Management System (CMS) data
Control of user desk-tops
Creation and use of diagnostic scripts
Visibility of overall IT Service performance

2, 3 and 4 only
1, 2 and 3 only
1, 3 and 4 only
1, 2, 3 and 4.

The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about the ITIL COMPLEMENTARY guidance is CORRECT?

It is also structured around the Service Lifecycle
It provides guidance to specific industry sectors and types of organization
It consists of five publications
It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000

Which Functions are included in IT Operations Management?

Network Management and Application Management
Technical Management and Application Management
IT Operations Control and Facilities Management
Facilities Management and Technical Management

How many numbered steps are in the Continual Service Improvement (CSI) process?

7
4
6
11

Which of the following would NOT be a task carried out by the Request Fulfilment process?

The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
Provision of information to users and customers about the availability of services and the procedure for obtaining them
Provision of information used to compare actual performance against design standards

Which activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model?

Implementing service and process improvements
Aligning the business and IT strategies
Creating a baseline
Defining measurable targets

Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence in alignment with the Plan, Do, Check, Act (PDCA) model.

Allocate roles and responsibilities to work on CSI initiatives
Measure and review that the CSI plan is executed and its objectives are being achieved
Identify the scope, objectives and requirements for CSI
Implement CSI enhancement

3-1-2-4
3-4-2-1
1-3-2-4
2-3-4-1

What would be the next step in the Continual Service Improvement (CSI) Model after:

What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
?

What is the Return On Investment (ROI)?
How much did it cost?
How do we keep the momentum going?
What is the Value On Investment (VOI)?

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

Extreme focus on cost
Extreme focus on quality
Excessively proactive
Excessively reactive

The left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

Validation and Testing
The business value that can be expected from a given service
Performance and capacity requirements of services and IT infrastructure
Roles and responsibilities required for an effective Service Management implementation

"Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?

Applications and Infrastructure
Functions and Processes
Service Pipeline and Service Catalogue
Markets and Customers

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

People, Process, Partners, Suppliers
People, Process, Products, Technology
People, Process, Products, Partners
People, Products, Technology, Partners

Which of the following is the BEST definition of the term Service Management?

A set of specialised organisational capabilities for providing value to customers in the form of services
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
The management of functions within an organisation to perform certain activities
Units of organisations with roles to perform certain activities

Which of the following statements is CORRECT? An Event could be caused by:

An exception to normal operation, such as a device exceeding a threshold or an unauthorized Configuration Item (CI) being detected on the network
Normal operation, such as a user logging into an application or an email reaching its intended recipient

2 only
1 only
Both
None

Which of the following is the CORRECT description of the Seven R's of Change Management?

A set of questions that should be asked to help understand the impact of Changes
A seven step process for releasing Changes into production
A set of questions that should be asked when reviewing the success of a recent Change
A definition of the roles and responsibilities required for Change Management

Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?

Service Operation
Service Transition and Service Operation
Service Design, Service Transition and Service Operation
Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

Please note that this sample exam has not been filled with 40 questions yet. So far we have added 32 questions. The other 8 questions will be added soon. Thank you for your patience.
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5 Responses to “Free Online Sample ITIL v3 Foundation Exam”

Linda says:

04/05/2009 at 14:44

Please send me a copy of an exam.
Many thanks

Rene says:

04/05/2009 at 20:07

Hi Linda, the ITIL Weblog provides some samples in the download section. These do not necessary represent the real exams, as the rights for those are with APMG.
Perhaps you can better put this question in one of the various social networks.

Denise says:

28/07/2009 at 01:39

good test. do you think these questions are much easier than what’s on the actual exam?

ITIL® Weblog for Healthcheck-online.com

Free Online Sample ITIL v3 Foundation Exam

5 Responses to “Free Online Sample ITIL v3 Foundation Exam”

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