1. The ITIL V3 core is best described as?
a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
2. Which aspect of Service Design is missing from the list below?
1. The design of services
2. The design of Service Management systems and tools
3. The design of technology architecture and management
systems
4. The design of the processes required
5. ?
a) The design of Functions
b) The design of Service Level Agreements
c) The design of applications
d) The design of measurement systems, methods and metrics
3. Which of the following Roles is responsible for
identifying opportunities for improvement?
1. Service Owner
2. Continual Service Improvement (CSI) Manager
3. Process Owner
a) 1 and 2 only
b) 1 and 3 only
c) All of the above
d) 2 and 3 only
4. Learning and improvement is the primary concern of which
of the following elements of the Service Lifecycle?
a) Service Strategy, Service Design, Service Transition,
Service Operation and Continual Service Improvement
b) Service Strategy, Service Transition and Service
Operation
c) Service Operation and Continual Service Improvement
d) Continual Service Improvement
5. Which of the following is the most appropriate approach
to carrying out Service Operations?
a) The internal IT view is most important as Service
Operations has to monitor and manage the infrastructure
b) Service Operations should maintain a balance between an
internal IT view and an external business view
c) The external business view is most important as Service
Operations is the place where value is realized and the customer obtains the
benefit of the services
d) IT Operations does not take an internal or external view
as they execute processes defined by Service Design
6. Which of the following statements about the Service Desk
are CORRECT?
1. The Service Desk is a function that provides a means of
communication between IT and its users for all operational issues
2. The Service Desk is always the owner of the Incident
Management process
a) 2 only
b) 1 only
c) All of the above
d) None of the above
7. How does an organization use Resources and Capabilities
in creating value?
a) They are used to create value in the form of output for
production management
b) They are used to create value in the form of goods and
services
c) They are used to create value to the IT organization for
Service Support
d) They are used to create value to the IT organization for
Service Delivery
8. In which core publication can you find detailed
descriptions of the following?
1. Service Portfolio Management
2. Demand Management
3. Financial Management
a) Service Operations
b) Service Strategy
c) Service Transition
d) Continual Service Improvement
9. Which of the following statements BEST describes the role
of Communication during Service Operation?
a) Communication is defined as part of all processes and is
executed in Service Operation
b) Communication is a separate process that needs to be
defined and executed with Service Operation
c) Good communication is essential for successful Service Operation,
just as it is for any other phase of the Lifecycle
d) Communication is more important in Service Operation than
in any other stage of the Service Lifecycle
10. A Process owner is responsible for which of the
following?
a) Purchasing tools to support the Process
b) Ensuring that targets specified in an SLA are met
c) Carrying out activities defined in the Process
d) Monitoring and improving the Process
11. Demand Management is primarily used to?
a) Increase customer value
b) Eliminate excess capacity needs
c) Increase the value of IT
d) Align business with IT cost
12. Which of the following is NOT an advantage of organizing
Continual Service Improvement (CSI) using the RACI model?
a) Facilitates clear communication and workflow practice
across all parties involved in the CSI program
b) Clarifies the roles and responsibilities of individual in
the CSI program which could otherwise be overlapping and confusing
c) Identifies where internal Service Level Agreements (SLAs)
can be established to implement CSI
d) Provides a clear focus for matching the CSI processes to
financial planning
13. Which of the following are objectives of the Release and
Deployment Management process?
1. To ensure there are clear release and deployment plans
2. To ensure that skills and knowledge are transferred to
operations and support staff
3. To ensure there is minimal unpredicted impact on
production services
4. To provide cost justifiable IT capacity that is matched
to the needs of the business
a) 1, 2 and 3 only
b) All of the above
c) 1 and 3 only
d) 1, 3 and 4 only
14. Which of the following questions is NOT answered by
Service Portfolio Management?
a) How should our resources and capabilities be allocated?
b) What opportunities are there in the market?
c) Why should a customer buy these services?
d) What are the pricing or chargeback models?
15. Which of the following statements are NOT included in
Access Management?
1. Verifying the identity of users requesting access to
services
2. Setting the rights or privileges of systems to allow
access to authorized users
3. Defining security policies for system access
4. Monitoring the availability of systems that users should
have access to
a) 3 and 4 only
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only
16. Application Management is NOT responsible for?
a) Documenting and maintaining the technical skills required
to manage and support Applications
b) Managing applications through their lifecycle
c) Assisting in the decision to build or buy new software
d) Developing operational functionality required by the
business
17. If something cannot be measured, it should not be
documented within which of the following?
a) The Glossary of Terms
b) A Service Level Agreement
c) An Incident Management record
d) A Configuration Item (CI)
18. What is the purpose of the Request Fulfillment Process?
a) Dealing with Service Requests from the users
b) Making sure all requests within an IT Organization is
fulfilled
c) Ensuring fulfillment of Change Requests
d) Making sure the Service Level Agreement is met
19. Which of the following areas would technology help to
support during the Service Transition phase of the lifecycle?
1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and Deployment technology
4. Process Design
a) 1, 2 and 3 only
b) 1, 3 and 4 only
c) 2, 3 and 4 only
d) All of the above
20. Which of the following statements is CORRECT about ‘good practice’?
a) It can be used to drive an organization forward
b) It is something that is in wide industry use
c) It is always documented in international standards
d) It is always based on ITIL
21. Consider the following statements:
1. A Process should be traceable to a specific trigger
2. A characteristic of the “Process” is that it is
performance driven and able to be measured
Which of the above statements are CORRECT?
a) 1 only
b) All of the above
c) None of the above
d) 2 only
22. “Warranty of a service” means which of the following?
a) The service is fit for purpose
b) There will be no failures in applications and
infrastructure associated with the service
c) All service-related problems are fixed free of charge for
a certain period of time
d) Customers are assured of certain levels of availability,
capacity, continuity and security
23. The objective of Service Asset and Configuration
Management is most accurately described as?
a) To understand the performance characteristics of assets
and Configuration Items (CIs) in order to maximize their contribution to
service levels
b) To manage service assets and CIs from an operational
perspective
c) To ensure that assets and CIs deliver the business
outcomes they were designed to achieve
d) To define and control the components of services and
infrastructure and maintain accurate configuration records
24. A Service Catalogue should contain which of the
following?
a) The version information of all software
b) The organizational structure of the company
c) Asset information
d) Details of all operational services
25. Facilities Management refers to?
a) The Management of IT services that are viewed as
“utilities”, such as printers or network access
b) The Management of an outsourcing contract
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
26. When planning and implementing a Continual Service
Improvement (CSI) initiative, which of the following benefits is LEAST useful
in supporting a business case?
a) Reduce technology investment by $5m due to more accurate
capacity and performance modeling processes
b) Reduce support manpower demand by 30% due to automated
incident and problem management processes
c) Improve employee morale and therefore create better
relationships between IT and business units
d) Reduce Problem resolution by 50% and minimize critical
system outages
27. Which of the following would NOT be stored in the
Definitive Media Library (DML)?
a) Master copies of software
b) Backups of application data
c) Software licenses
d) Master copies of controlled documentation
28. The objective of the Change Management process is most
accurately described as?
a) Ensuring that all changes are recorded, managed, tested
and implemented in a controlled manner
b) Ensuring that changes to IT infrastructure are managed
efficiently and effectively
c) Ensuring that all changes have appropriate back-out plans
in the event of failure
d) Protecting services by not allowing changes to be made
29. Functions are best described as?
a) Without their own body of knowledge
b) Closed loop systems
c) Self-Contained units of organizations
d) Focusing on transformation to a goal
30. What is the best definition of an Incident Model?
a) The template used to define the Incident logging form
used to report Incidents
b) A type of Incident involving a standard (or model) type
of Configuration Item (CI)
c) A set of pre-defined steps to be followed when dealing
with a known type of Incident
d) An Incident that is easy to solve
31. Which of the following statements CORRECTLY defines
Insourcing and Outsourcing delivery model options?
a) Insourcing relies on internal resources; outsourcing
relies on external organization(s) resources
b) Insourcing relies on external organization(s) resources;
outsourcing relies on internal resources
c) Insourcing relies on co-sourcing; outsourcing relies on
partnerships
d) Insourcing relies on knowledge process outsourcing;
outsourcing relies on application service provisioning
32. Why should monitoring and measuring be used when trying
to improve services?
a) To validate, direct, justify and intervene
b) To validate, measure, monitor and change
c) To validate, plan, act and improve
d) To validate, assign resources, purchase technology and
train people
33. A benefit of using Service Design tools is?
a) To help ensure that standards and conventions are
followed
b) To help ensure that events are detected as quickly as
possible
c) To help enable different applications to work together
d) To help implement architectures that support the business
strategy
34. Which of the following is the CORRECT description of the
Four P’s of Service Design?
a) A four step process for the design of effective Service
Management
b) A definition of the people and products required for
successful design
c) A set of questions that should be asked when reviewing
design specifications
d) The four major areas that need to be considered in the
design of effective Service Management
35. Consider the following statements:
1. Service Transition provides guidance on moving new and
changed services into production
2. Service Transition provides guidance on testing
3. Service Transition provides guidance on the transfer of
services to or from an external service provider
Which of the above statements is CORRECT?
a) 1 and 2 only
b) 1 only
c) All of the above
d) 1 and 3 only
36. Which is the first activity of the Continual Service
Improvement (CSI) model?
a) Assess the current business situation
b) Understand high-level business requirements
c) Agree on priorities for improvement
d) Create and verify a plan
37. An Incident occurs when:
1. A user is unable to access a service during service hours
2. An authorized IT staff member is unable to access a
service during service hours
3. A redundant network segment fails, and the user is not
aware of any disruption to service
4. A user contacts the Service Desk about slow performance
of an application
Which of the above statements is CORRECT?
a) All of the above
b) 1 and 4 only
c) 2 and 3 only
d) None of the above
38. Which process reviews Operational Level Agreements
(OLAs) on a regular basis?
a) Supplier Management
b) Service Level Management
c) Service Portfolio Management
d) Contract Management
39. The 7 Step Improvement Process can most accurately be
described as?
a) The Seven P’s of Continual Service Improvement (CSI)
b) A service improvement methodology based on the Deming
Cycle
c) A set of roles and responsibilities for managing service
improvements
d) A process for defining what is to be measured, gathering
the data, processing the data and using it to take corrective action
40. The Information Security Policy should be available to
which groups of people?
a) Senior business managers and all IT staff
b) Senior business managers, IT executives and the Security
Manager
c) All customers, users and IT staff
d) Information Security Management staff only
Answers to ITIL V3
Sample Paper 2:
01. c. 02. d. 03. c 04. d. 05. b. 06. d. 07. b. 08. b. 09.
c. 10. d.
11. b. 12. d. 13. a. 14. b. 15. a. 16. d. 17. b. 18. a. 19.
a. 20. b.
21. b. 22. d. 23. d. 24. d. 25. c. 26. c. 27. b. 28. a. 29.
c. 30. c
31. a. 32. a. 33. a. 34. d. 35. c. 36. b. 37. a. 38. b. 39.
d. 40. c.
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