ITIL (ITIL Foundation) Edition 2004 Content
sample examinationexamITIL FoundationcodeITILF.ENnumber of pages34ITILFoundation Certificate in IT Service Management(ITIL Foundation)sample examination (3.0)edition 2004content2introduction3examination13answer keyEXINKantoor Janssoenborch, Hoog CatharijneGodebaldkwartier 365, 3511 DT UtrechtP.O. Box 19147, 3501 DC UtrechtTelephone 31 (0) 30 234 48 11Fax 31 (0) 30 231 59 com
IntroductionThis is the sample examination ITIL Foundation.This sample examination consists of 40 multiple-choice questions. Each multiple-choice questionhas a number of possible answers, of which only one is the correct answer.The maximum number of points that can be obtained for this examination is 40. Each correctanswer is worth one point. If you obtain 26 points or more you have passed.The time allowed for this examination is 60 minutes.No rights may be derived from this information.Good luck! EXIN 2004, ITIL Foundation2/34
Exam1 of 40Which ITIL process or function deals with errors and questions about use of services, raised byend users?A. Availability ManagementB. Service Level ManagementC. Problem ManagementD. Service Desk2 of 40What is the difference between a Known Error and a Problem?A. The underlying cause of a Known Error is known. The underlying cause of a Problem is notknownB. A Known Error involves an error in the IT infrastructure, A Problem does not involve such anerror.C. A Known Error always originates from an Incident. This is not always the case with a Problem.D. With a Problem, the relevant Configuration Items have been identified. This is not the casewith a Known Error.3 of 40Who determines the Forward Schedule of Changes (FSC)?A. Change ManagerB. Change Advisory Board (CAB)C. CustomerD. IT Management4 of 40Who is authorised to establish an agreement with the IT organisation for the purchase of ITServices?A. the Service Level ManagerB. the userC. the ITIL process ownerD. the customer EXIN 2004, ITIL Foundation3/34
5 of 40In which document do you record requirements that influence capacity?A. Capacity PlanB. Service Improvement ProgramC. Service Quality PlanD. Service Level Requirements6 of 40When a new version of a software package is installed in a desktop or client/server environment, itcan affect other software packages.Which ITIL process monitors whether other software packages must be tested and installed againin such a situation?A. Change ManagementB. IT Service Continuity ManagementC. Problem ManagementD. Release Management7 of 40The Availability Manager wants to know the situation regarding the recovery of IT components.Who should he or she request the necessary information from?A. Service DeskB. Technical ManagementC. Configuration ManagerD. Service Level Manager8 of 40Which of the following terms conveys the degree to which an incident leads to a departure fromthe normal service level?A. EscalationB. ImpactC. PriorityD. Urgency EXIN 2004, ITIL Foundation4/34
9 of 40Problem Control is a sub-process of Problem Management. The first activity of Problem Control isto identify and record problems.What is the first step to be taken in identifying a problem?A. analyse all existing incidentsB. classify and prioritise problemsC. solve problemsD. provide management information10 of 40Many reports are provided regarding implemented changes.Which of the following information does the Change Manager submit to the organization ?A. Personnel costsB. Number of incidentsC. Incorrectly registered CIsD. Structure and composition of CIs11 of 40From which data collection tool can statistical information be extracted to gain an insight into thestructure and composition of the IT infrastructure?A. the Capacity Management Database (CMD)B. the Configuration Management Database (CMDB)C. the Definitive Hardware Store (DHS)D. 4the Definitive Software Library (DSL)12 of 40What is another term for Uptime?A. Mean Time Between Failures (MTBF)B. Mean Time To Repair (MTTR)C. Mean Time Between System Incidents (MTBSI)D. Relationship between MTBF and MTBSI EXIN 2004, ITIL Foundation5/34
13 of 40Which of the following is an activity of IT Service Continuity Management?A. advising end users of a system failureB. documenting the fallback arrangementsC. reporting regarding availabilityD. guaranteeing that the Configuration Items are constantly kept up-to-date.14 of 40What is the description of the term Confidentiality as part of the Security Management process?A. protection of the data against unauthorised access and useB. ability to access data at any momentC. the capacity to verify that the data is correctD. the correctness of the data15 of 40What is usually not an activity of the Service Desk?A. handling (standard) Requests For ChangeB. handling complaints about the services of the IT organisationC. tracing the underlying cause of incidentsD. providing information on products and services16 of 40Which of the following documents is part of a tactical process?A. user manual in the area of an applicationB. newsletter from the Service Desk about an applicationC. discussion about a Request for Change (RFC) for expansion of an application with the personwho submitted the RFCD. agreements on the availability percentage of an application EXIN 2004, ITIL Foundation6/34
17 of 40An end-user's PC crashes. This is not the first time that he has had problems with his PC. It alsocrashed three months ago. The user reports the crash to the Service Desk.What is happening here?A. an IncidentB. a Known ErrorC. a ProblemD. a Request for Change18 of 40Which of the following is an example of a Service Request?A. a complaint about the provision of servicesB. an error reportC. a relocation of equipment requestD. a request for documentation19 of 40What is an activity within the area of Proactive Problem Management?A. handling Requests for ChangeB. performing trend analyses and identifying potential incidents and problemsC. following up on all incidents and disruptionsD. minimizing the disruption to services resulting from Changes to the IT environment20 of 40Which ITIL process makes the most important and most frequent substantive contribution tokeeping the Configuration Management Database (CMDB) up to date?A. Change ManagementB. Configuration ManagementC. Incident ManagementD. Problem Management EXIN 2004, ITIL Foundation7/34
21 of 40Control is one of the activities of Configuration Management.What does this activity entail?A. updating changes to Configuration Items (CI's) and their relationships in the ConfigurationManagement Database (CMDB)B. verifying that the CI's and their attributes are specified correctly in the CMDBC. installing new CI's in the operating environmentD. taking inventory of the CI's22 of 40Which activity is part of the Availability Management process?A. classifying Requests For ChangeB. defining the impact code for incidentsC. identifying problems with the availability of IT ServicesD. measuring the availability of IT Services23 of 40In which ITIL process are negotiations held with the customer about the rates for the IT Services?A. Availability ManagementB. Capacity ManagementC. Financial Management for IT ServicesD. Service Level Management24 of 40Which attribute in the Configuration Management Database (CMDB) would help to ascertain whichConfiguration Items are undergoing maintenance at a particular moment in time?A. purchase dateB. ownerC. locationD. status EXIN 2004, ITIL Foundation8/34
25 of 40Which of the following Changes must be authorized by Change Management?A. data entry from users into a databaseB. changing a passwordC. adding a new user to the systemD. relocating of a printer from the second floor to the third floor26 of 40There have been two incidents on a server. It appears that the server is overloaded due to itsmultiple connections. What kind of actions should the Availability Manager take in this instance?A. He should ask the Capacity Manager to expand the capacity of the server.B. He should ask the Problem Manager to look into the problem right away.C. He should ask the Security Manager to check whether too many authorizations may have beenissued.D. He should ask the Service Level Manager to revise the Service Level Agreements (SLA).27 of 40Which ITIL process or which ITIL function has the matching of incidents with known (documented)solutions as one of its activities?A. Change ManagementB. Incident ManagementC. Problem ManagementD. Service Desk28 of 40Which status does a Problem obtain when the cause of that problem is known?A. the status 'Incident'B. the status 'Known Error'C. the status 'Solved'D. the status 'Request for Change' EXIN 2004, ITIL Foundation9/34
29 of 40After a Change has been implemented, an evaluation is performed.What is this evaluation called?A. Forward Schedule of Changes (FSC)B. Post Implementation Review (PIR)C. Service Improvement Programme (SIP)D. Service Level Requirement (SLR)30 of 40Due to a defect, a user's sound card is replaced with a new one, made by a different manufacturer.For future reference, which ITIL process is responsible for registering the new sound card?A. Change ManagementB. Configuration ManagementC. Incident ManagementD. Problem Management31 of 40Where is the content of Releases maintained?A. Capacity Database (CDB)B. Configuration Management Database (CMDB)C. Definitive Hardware Store (DHS)D. Definitive Software Library (DSL)32 of 40Which of the following is included in a Service Level Agreement (SLA)?A. arrangements about the services to be providedB. availability statistics of a past periodC. an action plan for setting up the Service Level Management processD. detailed technical descriptions of the TCP-IP protocol EXIN 2004, ITIL Foundation10/34
33 of 40Which ITIL process ensures that the IT Services are restored as soon as possible in the case of amalfunction?A. Change ManagementB. Incident ManagementC. Problem ManagementD. Service Level Management34 of 40Which information does the "Financial Management for IT Services" process deliver to ServiceLevel Management?A. The availability of the IT services in a specific period.B. The costs of the Financial Management system.C. The total costs of network management.D. How much has been spent on IT services per client.35 of 40What is the responsibility of the Security Manager in drawing up a new Service Level Agreement(SLA)?A. Translating the Service Level Requirements for data security.B. Determining the Security Baseline in the Service Catalog.C. Substantiating the Security section of the SLA by means of an OLA.D. Reporting on the technical availability of security components.36 of 40Which ITIL process coordinates the implementation of a new software release?A. Change ManagementB. Configuration ManagementC. Release ManagementD. Service Level Management EXIN 2004, ITIL Foundation11/34
37 of 40Which ITIL process analyses threats and dependencies to IT Services as part of the decisionregarding "countermeasures" to be implemented?A. Availability ManagementB. IT Service Continuity ManagementC. Problem ManagementD. Service Level Management38 of 40What is the name of the activity within the Capacity Management process whose purpose is tomanage the demand for capacity?A. Application SizingB. Demand ManagementC. ModelingD. Tuning39 of 40Which ITIL process is responsible for drawing up a charging system?A. Availability ManagementB. Capacity ManagementC. Financial Management for IT ServicesD. Service Level Management40 of 40What is IT Service Management?A. effectively and efficiently managing the quality of the IT ServicesB. organising the management of the IT infrastructure according to the best practices of ITILC. managing the IT infrastructure in a process-oriented way so that the IT organisation canprovide the customer with IT products in a professional wayD. promoting an understanding of IT Services among a wider audience EXIN 2004, ITIL Foundation12/34
Answer key1 of 40Which ITIL process or function deals with errors and questions about use of services, raised byend users?A. Availability ManagementB. Service Level ManagementC. Problem ManagementD. Service DeskA. Incorrect. Availability Management has no direct contact with users.B. Incorrect. Service Level Management mainly concerns itself with the agreements with thecustomer for the IT Services, not on resolving malfunctions or answering users' questions.C. Incorrect. Problem Management concerns itself with investigating the underlying cause.D. Correct. Dealing with questions about use or errors with services is the task of the Service DeskITIL function.2 of 40What is the difference between a Known Error and a Problem?A. The underlying cause of a Known Error is known. The underlying cause of a Problem is notknownB. A Known Error involves an error in the IT infrastructure, A Problem does not involve such anerror.C. A Known Error always originates from an Incident. This is not always the case with a Problem.D. With a Problem, the relevant Configuration Items have been identified. This is not the casewith a Known Error.A. Correct. An underlying cause will be defined when a Problem is being investigated. This resultsin a Known Error.B. Incorrect. The cause of both a Known Error and a Problem can be located in the IT infrastructure,but this cause will be known in the case of a Known Error.C. Incorrect. A Problem should always have been defined from the registration of one or moreIncidents.D. Incorrect. In the description of a Problem, the Configuration Items involved are not yet known.The Problem must still be investigated, after which it becomes a Known Error. EXIN 2004, ITIL Foundation13/34
3 of 40Who determines the Forward Schedule of Changes (FSC)?A. Change ManagerB. Change Advisory Board (CAB)C. CustomerD. IT ManagementA. Correct. The Change Manager is the only person who can assume ultimate responsibility for theFSC.B. Incorrect. The Change Advisory Board (CAB) is an advisory body and can give recommendations,but the Change Manager has ultimate responsibility.C. Incorrect. The seriousness of the Change for the customer is taken into consideration whenplanning, but the Change manager ultimately determines the FSC.D. Incorrect. The Change Manager is empowered with authority on behalf of the IT Management;The Change Manager can, however, obtain a commitment from IT Management.4 of 40Who is authorised to establish an agreement with the IT organisation for the purchase of ITServices?A. the Service Level ManagerB. the userC. the ITIL process ownerD. the customerA. Incorrect. The Service Level Manager is part of the IT organisation and as such cannot establishany agreements.B. Incorrect. The user is the person who uses the IT resources for his or her daily tasks, but has noauthorisation to establish agreements.C. Incorrect. The ITIL process owner is part of the IT organisation and as such cannot establish anyagreements.D. Correct. The customer is the authorised person to establish an agreement with the ITorganisation for the purchase of IT Services. EXIN 2004, ITIL Foundation14/34
5 of 40In which document do you record requirements that influence capacity?A. Capacity PlanB. Service Improvement ProgramC. Service Quality PlanD. Service Level RequirementsA. Incorrect. The Capacity Plan gives a picture of the existing capacity and the expecteddevelopments in the demand for services. It also gives an overview of expected costs.B. Incorrect. Actions, phases and delivery dates are documented in the Service ImprovementProgram, the goal of which is to improve an IT service.C. Incorrect. The Service Quality Plan contains process parameters for purposes of managementinformation.D. Correct. Requirements are laid down in the Service Level Requirements, which form the basisfor designing, developing and constructing the service to ultimately be able to safeguard the SLA.6 of 40When a new version of a software package is installed in a desktop or client/server environment, itcan affect other software packages.Which ITIL process monitors whether other software packages must be tested and installed againin such a situation?A. Change ManagementB. IT Service Continuity ManagementC. Problem ManagementD. Release ManagementA. Correct. Change Management ensures that the risks associated with a Change are kept to theminimum.B. Incorrect. IT Service Continuity Management May be involved indirectly in this matter if there isa serious problem as a result of the Change and the IT Service Continuity Plan must be put intoeffect as a result. However, this is not the responsibility of IT Service Continuity Management.C. Incorrect. This is not the task of Problem Management.D. Incorrect. The actual activities (reinstalling and retesting other packages) may be the task ofRelease Management, but Change Management is responsible for monitoring these activities. EXIN 2004, ITIL Foundation15/34
7 of 40The Availability Manager wants to know the situation regarding the recovery of IT components.Who should he or she request the necessary information from?A. Service DeskB. Technical ManagementC. Configuration ManagerD. Service Level ManagerA. Incorrect. This is not the responsibility of the Service Desk. The incident management processwould provide this information by linking incident records to CI.B. Incorrect. This is not the responsibility of Technical Management.C. Correct. Data pertaining to the failure rate, duration, etc. can be retrieved from the CMDB asincidents can be linked to CI records.D. Incorrect. This is not the responsibility of the Service Level Manager.8 of 40Which of the following terms conveys the degree to which an incident leads to a departure fromthe normal service level?A. EscalationB. ImpactC. PriorityD. UrgencyA. Incorrect. This situation involves an incident, not (yet) an escalation.B. Correct. The impact is the degree to which the incident leads to a departure from the normalservice level.C. Incorrect. The priority is determined by impact and urgency; both therefore determine thepriority.D. Incorrect. Urgency pertains to the rate at which the incident should be remedied. EXIN 2004, ITIL Foundation16/34
9 of 40Problem Control is a sub-process of Problem Management. The first activity of Problem Control isto identify and record problems.What is the first step to be taken in identifying a problem?A. analyse all existing incidentsB. classify and prioritise problemsC. solve problemsD. provide management informationA. Correct. Analysis of all existing incidents is the first activity of Problem Management in theProblem Control subprocess.B. Incorrect. This is not one of the first steps.C. Incorrect. This will certainly not be the first step. In order to solve a Problem, ProblemManagement must first investigate what the Problem is.D. Incorrect. Problem Management can only report on the Problem when information in knownabout the Problem. This is the last step.10 of 40Many reports are provided regarding implemented changes.Which of the following information does the Change Manager submit to the organization ?A. Personnel costsB. Number of incidentsC. Incorrectly registered CIsD. Structure and composition of CIsA. Incorrect. This is the responsibility of Financial Management.B. Correct. The Change Manager submits this report in order to demonstrate the effectiveness ofthe Change Management process.C. Incorrect. This is the responsibility of Configuration Management.D. Incorrect. This is the responsibility of Configuration Management. EXIN 2004, ITIL Foundation17/34
11 of 40From which data collection tool can statistical information be extracted to gain an insight into thestructure and composition of the IT infrastructure?A. the Capacity Management Database (CMD)B. the Configuration Management Database (CMDB)C. the Definitive Hardware Store (DHS)D. 4the Definitive Software Library (DSL)A. Incorrect. The Capacity Management Database (CMD) contains only capacity and perform
exam ITIL Foundation code ITILF.EN number of pages 34 EXIN Kantoor Janssoenborch, Hoog Catharijne Godebaldkwartier 365, 3511 DT Utrecht P.O. Box 19147, 3501 DC Utrecht Telephone 31 (0) 30 234 48 11 ITIL Foundation Certificate in IT Service Management (ITIL Foundation) sample examination (3.0) edition 2004 content 2 introduction 3 examination
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