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sample exam itilv3 foundation 3 english.pdf
ITIL ® v.3 Foundation Examination: Sample Paper 3
ANSWER SHEET
Answer Key for Exam Paper: ITILv3FoundationSample3_ANSWERS_v3.0.doc
Q
A
Syllabus Ref
Q
A
Syllabus Ref
1
C
04-06
21
A
04-10
2
C
06-02
22
A
07-02
3
A
03-27
23
A
05-09
4
C
05-05
24
C
07-02
5
A
07-01
25
B
05-06
6
B
06-02
26
D
08-01
7
A
05-02
27
D
04-08
8
D
04-10
28
B
03-24
9
C
05-07
29
D
05-07
10
A
05-08
30
B
05-06
11
D
05-04
31
A
02-08
12
D
04-04
32
C
01-01
13
C
01-06
33
C
08-02
14
A
02-02
34
A
02-01
15
A
04-05
35
B
05-03
16
A
04-04
36
A
02-08
17
D
02-10
37
B
03-28
18
C
06-01
38
B
01-04
19
C
05-05
39
C
04-09
20
C
04-10
40
A
05-04
© The APM Group Limited 2007
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is
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ITILv3FoundationSample3_ANSWERS_v3.0 – 07 August 2007
Version 3.0 (Live)
Owner – Nikki Kelly
Page 1
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ITIL ® v.3 Foundation Examination: Sample Paper 3
ANSWER RATIONALES
Q A Syllabus Page ref Rationale
1
C
04-06
ST 92
“Figure 4.21 Service V-model to represent configuration levels and
testing”
2
C
06-02
SO 121-
122
a) and d) are from the bulleted list in SO 6.3.2
b) is a summary of the central paragraphs of 6.3.1
c) is the responsibility of Service Level Management
3
A
03-27
SO 50
“Prioritization can normally be determined by taking into account
both the urgency of the incident (how quickly the business needs
a resolution) and the level of impact it is causing”
4
C
05-05
ST 60
“Emergency change authorization… Where CAB approval is
required, this will be provided by the Emergency CAB (ECAB)”
5
A
07-01
CSI 134
“The Service Owner is responsible for continual
Improvement…”
6
B
06-02
SO 126
“Operations Control, which oversees the execution and monitoring
of the operational activities…”
7
A
05-02
SS 131
This relationship is described in SS 5.5.3, “Business activities
drive demand for services…”
8
D
04-10
CSI 30
“…establish baselines as markers or
starting points for later comparison…”
9
C
05-07
SO 46
Under the heading “4.2.1 Purpose/goal/objective” it says “‘Normal
Service Operation’ is defined here as service operation within SLA
limits.”
10 A
05-08
SO 36
SO 4.1.1 states the Purpose/goal/objective of Event Management
as “The ability to detect events, make sense of them and
determine the appropriate control action”
11 D
05-04
SD 97
The primary goal of the Availability Management process “… is to
ensure that the level of service availability delivered in all services
is matched to or exceeds the current and future agreed needs of
the business”
12 D
04-04
SD 30
The first entry in the bulleted list under “3.6 Design Aspects” says
“Service solutions, including all of the functional
Requirements…”
13 C
01-06
SS 26
This is the bulleted list from SS 2.6.2 “Processes have the
following characteristics:”
14 A
02-02
Titles of the core books can be found in many places, and do not
include Service Optimization (should be Continual Service
Improvement)
15 A
04-05
SD 51
Table 3-1, last row “Knowledge Outsourcing (KPO) – The newest
form of outsourcing”
16 A
04-04
SD 34
This is illustrated in “Figure 3.7 The Service Portfolio and its
contents”
17 D
02-10
CSI 14
This is a summary of the first paragraph of CSI 2.4.1
18 C
06-01
SO 111
“This is where a desk is co-located within or physically
close to the user community it serves”
19 C
05-05
ST 48
ST 50
“4.2.4.5 Standard changes (pre-authorized)”
“4.2.6.1 Normal Change Procedure”, and many other references
to “normal changes”
“4.2.6.9 Emergency Changes”
The term urgent change does not appear in the book
ST 60
20 C
04-10
CSI 45
“The three types of metric are…” is followed by three bullets,
starting “Technology Metrics –”, “Process Metrics –”, “Service
Metrics –”
21 A
04-10
CSI 30
This is the bulleted list under heading “3.7.1 Value to business”
22 A
07-02
CSI 137
“…often used within organizations indicating roles and
responsibilities in relation to processes and activities”
© The APM Group Limited 2007
ITILv3FoundationSample3_RATIONALE_v3.0 – 07 August 2007
Version 3.0 (Live)
Owner – Nikki Kelly
692388298.003.png 692388298.004.png
ITIL ® v.3 Foundation Examination: Sample Paper 3
ANSWER RATIONALES
Q A Syllabus Page ref Rationale
23 A
05-09
CSI 32
The correct sequence is shown in “Figure 3.4 The 7-Step
Improvement Process”
24 C
07-02
CSI 137
“…there is only one person accountable for an activity, although
several people may be responsible for executing parts of the
activity”
25 B
05-06
ST 66
“Configuration Management delivers a model of the services,
assets and the infrastructure by recording the relationships
between configuration items as shown in Figure 4.7”
26 D
08-01
SD 205
The correct order is shown in “Figure 7.1 Service Management
tool evaluation process”
27 D
04-08
CSI 29
“The four key stages of the cycle are Plan, Do, Check and Act,”
28 B
03-24
SO 35
“An event can be defined as any … occurrence that has
significance for the management of the IT Infrastructure or the
delivery of IT service”
29 D
05-07
SO 46
The primary goal of the Incident Management process includes
“… and minimize the adverse impact on business operations”
30 B
05-06
ST 86-87 The list is the sub-headings of ST 4.4.4.2
31 A
05-08
SO 45
Each of these processes is clearly called out in the syllabus, in
sections 05-07 and 05-08
32 C
01-01
SS 7
First paragraph on the page says “There are several sources for
good practices including public frameworks, standards, and the
proprietary knowledge of organizations and individuals”
33 C
08-02
SD 201
This is the bulleted list just under heading 7.1
34 A
05-05
SS 8
“Guidance is provided on …developing service management
policies” and “Organizations use the guidance to set objectives”
35 B
05-03
SD 194
A, C and D are in the bulleted list under the heading “6.4.6 Service
Level Manager”. The Service Catalogue Manager is responsible
for ensuring that “all operational services … are recorded within
the service catalogue”. There is no requirement to record non-
operational services in the service catalogue.
36 A
02-08
SO 13
b) c) and d) are a summary of the two paragraphs in SO 2.4.1
a) is part of Service Transition
37 B
03-28
SO 55 -
56
“…their scale and frequent, low-risk nature means that they are
better handled by a separate process”. A change to an application
is not normally frequent, small scale, and low risk. All the other
examples are common types of Service Request. Answer D may
look correct, but SO section 4.3.5.1 specifically says that Service
Requests can use automatic fulfilment from web based menus.
38 B
01-04
SS 19
“A process … creates value for an external customer or
stakeholder”
39 C
04-09
CSI 15
The correct steps are shown in “Figure 2.3 Continual Service
Improvement model”
40 A
05-04
SD 312
Definition of a Supplier is “…A Third Party responsible for
supplying goods or Services…”. An internal organisation is not a
Third Party
© The APM Group Limited 2007
ITILv3FoundationSample3_RATIONALE_v3.0 – 07 August 2007
Version 3.0 (Live)
Owner – Nikki Kelly
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