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Monday, January 23, 2012

Sample ITIL Mock Exam 3 – Time 30 minutes

Question 1

A user calls the Service Desk to report that following the installation of a new version of the PC operating system their PC is running slowly.
After logging the call, what action should the Service Desk take?
A. Refer it to Capacity Management because it could be evidence of a performance problem
B. Process it as an Incident using the Incident Management process
C. Refer it to the Change Manager because it may be that the Change was not implemented correctly
D. Refer it to the Service Level Manager as it may cause a breach to the SLA

Question 2

Which of the following statements best reflects ITIL Guidance for Capacity Management?
A. The Capacity Plan must be issued annually with quarterly reviews to ensure it remains accurate and reflects both current and future agreed capacity requirements
B. The Capacity Plan should be issued each year in January so it coincides with the start of the budget year
C. The Capacity Plan should be reissued every time there is significant change to the business or a new project is implemented
D. The Capacity Plan should be prepared so it can be used as input into the organisation’s budget process in line with the organisation’s financial cycle

Question 3

Performance issues have been highlighted on a service and appropriate corrective improvements have been identified. Which ITIL process would authorise the implementation of these improvements?
A. Performance Management
B. Change Management
C. Capacity Management
D. Release and Deployment Management

Question 4

The items in the following list are key aspects to be considered in which phase of the Service Lifecycle?
1. New or changed services
2. Service Management systems and tools
3. Technology architecture and management systems
4. The processes required
5. Measurement methods and metrics

A. Service Strategy
B. Service Design
C. Service Transition
D. Continual Service Improvement

Question 5

Which of the following benefits would be most quickly realised with the introduction of Service Level Management?
A. Significant improvements in service levels
B. Fewer calls to the Service Desk
C. The cost of IT services is reduced
D. Customer requirements are established

Question 6

What are the three basic elements of Financial Management?
A. Budgeting, IT Accounting, Charging
B. Budgeting, Forecasting, Charging
C. Budgeting, IT Accounting, Management Accounting
D. Costing, Charging, Management Accounting

Question 7

Which of the following would NOT be a consideration when deciding the appropriate level for release units?
A. The ease and amount of change necessary to release and deploy a release unit
B. The amount of resources and time needed to build, test, distribute and implement a release unit
C. The complexity of interfaces between the proposed unit and the rest of the services and IT infrastructure
D. The cost of the individual changes that are to be consolidated within the release unit

Question 8

Which phase of the Service Lifecycle will consider principles of design and methods for converting strategic objectives into portfolios of services and service assets?
A. Service Strategy
B. Service Design
C. Service Transition
D. Continual Service Improvement

Question 9

Which of the following statements about ITIL is INCORRECT?
A. It is a set of publications
B. It offers ‘good practice’ advice with room for self-optimisation
C. It is suitable only for medium to large organisations
D. It has been adopted worldwide

Question 10

An OLA is an agreement between an IT service provider and which of the following?
A. An external service provider
B. Another part of the same organisation
C. An internal customer
D. Both internal and external customers

Question 11

Which of the following statements most accurately describes the relationship between CSI and the Service Lifecycle processes?
A. CSI is predominantly dependent on the process within Service Operations
B. CSI interacts with the activities of all other Service Management processes across the lifecycle
C. CSI interfaces primarily with Service Strategy and Service Design processes
D. CSI is not dependent on any other Service Management process for improvement

Question 12

Which of the following is NOT a process within Service Operation?
A. Event Management
B. Request Fulfilment
C. Access Management
D. Application Management

Question 13

The Service Improvement Plan (SIP) is a key concept within CSI. Which other lifecycle process plays a significant role in creating and managing the SIP?
A. Availability Management
B. Service Level Management
C. Demand Management
D. Quality Management

Question 14

Which of the following activities is NOT part of risk analysis?
A. Evaluating possible vulnerabilities
B. Deploying appropriate countermeasures
C. Identifying current and future threats
D. Identification of key IT Assets

Question 15

Which of the following activities would benefit from the availability of a Supplier and Contracts Database?
1. Supplier categorisation and maintenance
2. Negotiating terms to be included in new contracts
3. Evaluation and set up of new suppliers and contracts
4. Supplier performance management
5. Contract renewal and termination

A. 1, 3 and 5 only
B. 2 and 4 only
C. 1, 3, 4 and 5 only
D. All of the above

Question 16

When does an Incident become a Problem?
A. When an Incident happens more than once
B. When the impact of an Incident is greater than first anticipated
C. When the reported Incident is considered to be a Major Incident
D. Never

Question 17

The Deming Cycle does NOT contain which of the following steps?
A. Plan
B. Do
C. Check
D. Activate

Question 18

Which of the following are the five elements of an Information Security Management System (ISMS)?
A. Planning, Identification, Control, Status Accounting, Verification
B. Policy, Management System, Strategy, Controls, Risks
C. Control, Plan, Implement, Evaluate, Maintain
D. Threat, Effect, Incident, Damage, Control

Question 19

Which of the following is the best description of a Configuration Management System?
A. A set of tools, processes, procedures, policies and databases that are used to manage an IT service provider’s configuration data
B. An Integrated Service Management tool that supports all the other processes and can be called upon by all stakeholders throughout the Service Lifecycle
C. A virtual tool that is owned and used by the SACM process owner
D. An integrated tool that highlights relationships between CIs

Question 20

Which of the following is responsible for keeping the user informed of the situation when there is a Major Incident?
A. The Service Desk
B. The Major Incident Manager
C. The Problem Manager
D. The Incident Manager


Question 1: B
Question 2: D
Question 3: B
Question 4: B
Question 5: D
Question 6: A
Question 7: D
Question 8: B
Question 9: C
Question 10: B
Question 11: B
Question 12: D
Question 13: B
Question 14: B
Question 15: C
Question 16: D
Question 17: D
Question 18: C
Question 19: A
Question 20: A

More Questions:

ITIL Sample Questions Home Page

Questions on ITIL Service Management
Questions on ITIL Service Life Cycle
Questions on ITIL Service Strategy
Questions on ITIL Service Design
Questions on ITIL Service Transition
Questions on ITIL Service Operation
Questions on ITIL Continual Service Improvement
Questions on ITIL Processes
Questions on ITIL Technology and Architecture

Below are 3 Sample ITIL Mock Exams each with 20 questions. Try them with a 30 minute time limit. 

1. ITIL Sample Mock Exam 1
2. ITIL Sample Mock Exam 2
3. ITIL Sample Mock Exam 3

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