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EN_ITIL_PRAC_2015_SamplePaper1_QuestionBk_V2.0

The ITIL Practitioner Examination

Sample Paper 1 Question Booklet Multiple Choice

Exam Duration: 1 hour and 45 minutes

Instructions

1. You should attempt all 40 questions. Each question is worth one mark.

2. Mark all answers on the answer sheet provided. Use a pencil (NOT ink pen)

3. You have 1 hour and 45 minutes to complete this paper.

4. This is an open book exam. You can use the ITIL Practitioner Guidance.

5. You can only have access to the ITIL Practitioner Guidance, Question Booklet, the

Scenario Booklet and the Answer Booklet. No other material is allowed.

ITIL Practitioner Examination

© AXELOS Limited 2016

Reproduction of this material requires the permission of AXELOS Limited The swirl logo™ is a trade mark of AXELOS Limited ITIL® is a registered trade mark of AXELOS Limited

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See page 4 of the Scenario Booklet for additional information. You may need this information to

answer questions 1 to 6.

1. Is the SLA approach planned by DriveYou.com the correct way to apply the ITIL concept of ‘adopt

and adapt’?

a) Yes, because tangible outcomes are the most important element of services and CruiseAlong

Cars’ engineers do not need to get immediate help whenever they have an issue.

b) Yes, because the SLAs will set the expectations and CruiseAlong Cars’ engineers will stop

calling DriveYou.com developers out of hours.

c) No, because SLAs should not be agreed before actual service levels have been measured and

compared to industry averages.

d) No, because DriveYou.com should first focus on understanding CruiseAlong Cars’

requirements and the solution needs to cater for those requirements.

2. Which element of the support service that DriveYou.com provides to CruiseAlong Cars is the MOST

important to improve, and why?

a) Value, because reducing the price of the service will set realistic customer expectations.

b) Outcome, because the software must provide better functionality for the self-driving cars.

c) Cost, because delivering software support out of regular business hours is expensive.

d) Risk, because delays in support request responses can delay the self-driving car project.

3. In which step of the CSI approach should DriveYou.com management approve the investment in

defining SLAs?

a) ‘What is the vision?’

b) ‘How do we keep the momentum going?’

c) ‘Where do we want to be?’

d) ‘How do we get there?’




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4. Here is an extract from the completed benefits realization review template, produced after

DriveYou.com made the planned SLA improvements.

Baseline value Expected result Achieved result

Low customer satisfaction Support calls resolved within

an average of 4 hours

Support calls resolved in an

average of 4.2 hours

Has the template been used correctly, and why/why not?

a) No, because the achieved result is worse than the expected result.

b) Yes, because all the fields address the needs of the customers.

c) No, because the baseline value is a different metric from the results.

d) Yes, because it correctly identifies the actual results of the improvement effort.




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5. DriveYou.com carried out a gap analysis, which revealed that the goals and strategy of the

improvement support their organization’s vision. There is also a positive attitude among their

developers towards providing CruiseAlong Cars engineers with a good service.

During the ‘where do we want to be?’ step, what other questions should DriveYou.com ask in order

to compare the current state with the desired state?

Question

1 Will our service management toolset allow us to effectively measure and report on SLAs?

2 Does our vision and mission statement for service level management support DriveYou.com’s company culture?

3 Is our current skillset sufficient to run an effective service level management process?

4 Are event management and incident management sufficiently mature to provide inputs to our service level management process?

5 Are DriveYou.com engineers sufficiently committed to the initiative to ensure it works?

a) 1, 2 and 3.

b) 1, 3 and 4.

c) 1, 4 and 5.

d) 2, 4 and 5.

6. DriveYou.com is defining an iterative approach to improving the support service; however

CruiseAlong Cars wants the improvements to be made all at once.

What is the BEST way to proceed, taking into consideration the guiding principles?

a) Proceed with the first iteration so that CruiseAlong Cars will experience better service quickly.

b) Encourage CruiseAlong Cars to allow the first iteration to be done as a proof of concept.

c) Instead of using an iterative approach, make the improvements the way that CruiseAlong Cars

wants.

d) Document all iterations before starting so that CruiseAlong Cars will be comfortable with the

project.




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7. What impact does OCM have on an improvement initiative?

a) It helps to create a sense of urgency for changes.

b) It provides tools to evaluate organizational needs.

c) It contributes to the organization’s vision statement.

d) It defines and measures stakeholder value.

8. Which BEST describes resistance management?

a) Checking that people have not reverted to old ways of working and that the desired state is still

being maintained.

b) Finding out where people are on their change journey and using tactics to help them transition.

c) Analyzing stakeholders to work out their power, influence and interest in the improvement

initiative.

d) Identifying sponsors for the improvement initiative and creating a sponsor diagram.




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9. This is an extract from a stakeholder analysis worksheet:

Stakeholder(s) Interest

(How does the initiative impact the

stakeholder?)

(H/M/L)

Power / Influence /

Impact

(on the initiative) (H/M/L)

Observations /

comments

1 DriveYou.com researchers

L H Will need change in behaviours

2 DriveYou.com research manager M H

Required by CruiseAlong Cars to make change happen

3 DriveYou.com

project managers M M Project managers provide the researchers with work to be carried out

4 CruiseAlong Cars owners

L L They have initiated the improvement

Which of the rows have been entered correctly?

a) 1 and 2.

b) 2 and 3.

c) 3 and 4.

d) 1 and 4.




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10. The consultant needs to create a sense of urgency to change the way that the researchers work.

Which action would contribute MOST to achieving this?

a) DriveYou.com management should warn researchers about the risk of losing data to

competitors through unauthorized access.

b) DriveYou.com management should inform researchers about the potential loss of funding,

brand and reputation if the situation is allowed to continue.

c) DriveYou.com management should send an email to researchers to emphasize that senior

management has sponsored this change initiative.

d) The consultant should organize a meeting with DriveYou.com owners and researchers to

understand the researchers’ concerns and address them.

11. One research team has voiced concerns that the proposed DMS solution does not support their

needs, and has suggested alternative solutions.

Which is the BEST action to take next?

a) Speak to other research teams to identify if they also have issues with the proposed solution.

b) Consider the suggestions as this is the only research team raising concerns about the solution.

c) Persuade the research team that due to the urgency, they need to accept the proposed solution

without changes.

d) Allow that research team to continue using the old solution while transitioning all other research

teams.




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12. The new DMS has been implemented and has been running for a pilot period.

Which two activities would BEST help to determine whether requirements have been met?

Activity

1 Ask CruiseAlong Cars if they are satisfied with the improvement

2 Gather feedback via a survey with selected research teams

3 Ask project managers of all research teams if the DMS is working well

4 Review metrics and monitoring regarding document version conflicts and access control

a) 1 and 2.

b) 2 and 3.

c) 3 and 4.

d) 1 and 4.




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13. The IT director has decided to use a balanced scorecard to help define metrics and measurement,

so that similar data will be collected in each country.

Which is the BEST set of high level CSFs for this purpose?

CSF

1 Cost effective provision of IT services

2 High levels of customer satisfaction

3 Meet all agreed service targets

4 Effective ITSM processes

5 Effective use of technology

6 Effective staff development

a) 1, 2, 3 and 5.

b) 1, 2, 4 and 6.

c) 1, 3, 4 and 5.

d) 3, 4, 5 and 6.

14. The IT director has decided that services for executives when they are travelling (‘roaming’) must be

improved.

Which KPI is BEST to support this CSF?

a) Cost of providing services to roaming executives is reduced by 15% over six months.

b) Customer satisfaction for roaming executives is increased by 25% over a year.

c) Connectivity services for roaming executives have greater than 99.9% availability.

d) Resolution time for incidents for roaming executives is reduced by 20% over a year.




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15. The IT director has decided that one CSF for the consolidation will be “The service desk operates

effectively”.

Which set of KPIs provides the BEST balanced view of service desk effectiveness?

KPI

1 At least 80% average customer satisfaction rating on call closure

2 90% of P1 incidents are resolved within 4 hours

3 70% of incidents are resolved without escalation

4 At least one improvement from the service desk CSI register is completed every month

5 90% of phone calls to the service desk are answered within 30 seconds

a) 1, 2 and 3.

b) 1, 2 and 5.

c) 1, 3 and 4.

d) 3, 4 and 5.

16. The IT director has commissioned an assessment to compare the quality of services offered in each

country. This will help IT management to decide what approach to adopt when consolidating the

services.

What output is MOST relevant to this assessment?

a) Gap analysis comparing each country to a baseline.

b) Process maturity of key processes in each country.

c) SLA achievements against the SLA in each country.

d) SWOT analysis identifying issues in each country.




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17. A project has been initiated to consolidate the IT services, and the project manager is planning how

they will manage this. The project manager is designing a monthly report for IT leaders in each

country.

What information is MOST important to include in this report, and why?

MOST important information Why

a) Information about planned service changes To direct local actions needed to support the project

b) Information about planned service changes To validate that the consolidation project is on track

c) Information comparing progress to date to planned milestones

To justify investment in the project

d) Information comparing progress to date to planned milestones

To support local intervention

18. What must the IT team do before it can re-design metrics and reporting for the standardized

services?

Activity

1 Understand how services are currently being measured

2 Define the information needed for operation of the services

3 Document the current service performance levels achieved

4 Discover how current reports are used in practice

a) 1 and 2.

b) 2 and 3.

c) 3 and 4.

d) 1 and 4.




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19. CruiseAlong Cars has identified new SMART metrics and reporting for the consolidated services,

however the time and money needed to implement most of these may not be available.

What is the BEST step to take next?

a) Use a business case showing the ROI to gain management approval for the improved metrics

and reporting.

b) Identify improved metrics and reporting that can be achieved without extra investment and

create a project to implement this.

c) Make quick improvements to metrics and reporting as part of an incremental approach to reach

the desired state.

d) Carry out a new assessment of metrics and reporting to identify if existing functionality could be

sufficient.

20. CruiseAlong Cars has carried out an assessment of metrics and reporting in the different countries.

They have identified three countries where the existing metrics and reports are useful, however the

metrics and reports used in each of the three countries are different.

Which is the BEST way to proceed?

a) Allow each country to choose one of the three identified approaches to metrics and reporting, to

provide the best solution for each country. Do not allow countries to make local changes to

these reports.

b) Compare the approaches used in the three countries and choose the best of these to be rolled

out to all countries, to ensure best practice is replicated. Do not allow countries to make local

changes.

c) Let each country create the best metrics and reporting approach for their needs, possibly using

one of the three approaches as a starting point. Allow each country to use a different report to

meet local needs.

d) Create a new worldwide set of metrics and reporting based on analysis of the three approaches

to ensure compatible worldwide practice. Allow each country to add to these standard reports if

necessary.




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21. A GCITS employee sends an email to a DriveYou.com researcher and follows up with a phone call

to make sure everything has been understood.

Which is the MAIN communication principle that is being followed?

a) ‘Communication is a two way process’.

b) ‘We’re all communicating, all the time’.

c) ‘Timing and frequency matter’.

d) ‘The message is in the medium’.

22. Which is an example of the communication principle ‘timing and frequency matter’?

a) Including graphs and charts in meeting minutes.

b) Confirming information has been understood.

c) Sending an agenda before every meeting.

d) Copying information to multiple contacts.

23. Which is the MOST important reason for using a workshop and meeting action plan?

a) To plan actions that have been agreed at a workshop or meeting.

b) To ensure the agenda is suitable.

c) To plan the logistics of a workshop or meeting.

d) To ensure that minutes are created.




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24. A business case is required to justify the investment in the network upgrade.

Who is the BEST person to write this business case, and why?

BEST person Why

a) The DriveYou.com supplier manager Because this person received the notification from GCITS

b) The owner of the impacted DriveYou.com IT services

Because this person understands the risks and benefits

c) The CIO at CruiseAlong Cars Because this company owns 51% of DriveYou.com

d) The relationship manager at GCITS Because this person understands the technical issues affecting the network

25. On the DriveYou.com stakeholder communication plan for this network upgrade, which stakeholder

is likely to require the MOST frequent communication and which stakeholder requires ONLY email

notifications?

MOST frequent communication ONLY email notifications

a) Network engineer at NSDoT Service desk at GCITS

b) CIO at DriveYou.com Service manager at NSDoT

c) Supplier manager at DriveYou.com Network engineer at NSDoT

d) Network engineer at GCITS IT service owner at DriveYou.com




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26. DriveYou.com has decided to increase network bandwidth.

In order to finalize the technical approach, how does the IT service owner need to communicate?

a) By running a teleconference with the technical teams to establish a shared vision.

b) By sending the business case to the CIO to obtain initial technical approval.

c) By submitting a report to the service manager with details of the technical requirements.

d) By holding a workshop to consult with technical stakeholders on the solution design.

27. DriveYou.com discovers that some of the increased usage of bandwidth has been caused by

inefficient practices at the UoB and arranges an educational briefing to explain the issue to UoB

staff.

At the end of the session, what is the BEST way for DriveYou.com to ensure that the changes

required are understood and agreed?

a) By sending UoB staff an email after the session highlighting inefficient practices, and

requesting confirmation of receipt.

b) By providing UoB staff with instructions on data usage, and asking for confirmation that they

accept them.

c) By giving UoB staff meeting notes immediately after the session detailing data requirements,

and recording who attended.

d) By instructing UoB line managers to implement the required changes quickly, and asking for

regular updates.




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28. The increased bandwidth has been operating for 6 months. DriveYou.com plans to meet with the

UoB and GCITS to review the outcomes.

What key items need to be communicated in order to demonstrate improvements, and how should

they be presented?

Key items to be communicated How items should be presented

a) Cost analysis and system performance data As an overview slide

b) Incident volumes and capacity planning data As a management report

c) Process maturity and service reliability data As an overview slide

d) System availability and SLA performance data As a management report



29. What is the BEST way for DriveYou.com to address the situation using the concept of ‘adopt and

adapt’?

a) They should follow ITIL guidance on the release and deployment process, in order to show that

they are following accepted best practices.

b) They should make small adjustments to their existing change management and release

management practices, to address the documented deficiencies.

c) They should refer to ITIL guidance, to gather ideas for improving their practices and prioritize

improvements based on the severity of associated audit issues.

d) They should follow ITIL guidance closely on the processes related to the audit deficiencies, in

order to plan and implement sustainable improvements.


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30. Creating ITSM capabilities has been identified as a potential solution to address the deficiencies.

DriveYou.com is analyzing the elements of their service.

Which statement BEST describes what the service is, who the customer is, and what the outcome

is?

a) DriveYou.com is delivering software development services to CruiseAlong Cars and the desired

outcome is software for the driverless cars.

b) DriveYou.com is delivering compliant transportation services to the NSDoT and the desired

outcome is to pass regulatory audits.

c) A DriveYou.com development team is delivering software development services to vehicle

testers and the desired outcome is test-ready vehicles.

d) As the software delivery and use is internal to DriveYou.com, there are no customers and the

desired outcome is a holistic service.

31. Which statement BEST describes the importance of an output to a step in the CSI approach?

a) A completed orientation worksheet is important to ‘what is the vision?’ because reviewing all

proposed improvements will prevent duplicate improvements being made.

b) A completed orientation worksheet is important to answering ‘what is the vision?’ because it

clarifies the context in which the improvement will be made.

c) A completed benefits realization review template is important to ‘did we get there?’ because the

organization needs to know that the work is complete.

d) A completed benefits realization review template is important to ‘did we get there?’ because

this will control what improvements are done first.

32. What improvements are MOST LIKELY to be included in a single CSI register?

a) Only improvement opportunities that would help resolve the audit deficiencies.

b) Only improvement opportunities for the development team that failed the audit.

c) Any improvement opportunities for any aspect of DriveYou.com IT.

d) Any improvement opportunities for any aspect of DriveYou.com IT and CruiseAlong Cars IT.





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33. What action should be taken FIRST to address the findings of the audit?

a) Implement ITIL release and deployment management.

b) Review the current approach to see how it can be modified.

c) Engage an auditor with specialist knowledge of the Agile development environment.

d) Design a solution for maintaining the IT environment and updating production software.

34. DriveYou.com believes that their processes and practices are good, but agree that the evidence

required by the auditors is not available.

Assuming DriveYou.com is correct, what is the BEST course of action?

a) Improve stakeholder management to persuade the auditors that the processes are fit for

purpose.

b) Improve metrics and measurement to produce the data needed to demonstrate compliance

with audit requirements.

c) Improve interfaces between processes to ensure processes and practices are fit for purpose for

current and future audits.

d) Improve development practices to respond to the auditors’ requirements in an iterative manner.





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See page 5 of the Scenario Booklet for additional information. You may need this

information to answer questions 35 to 40.

35. Which statement BEST describes OCM?

a) OCM is a function or team within an organization that performs organizational change activities

such as resistance management.

b) OCM is a set of activities that are applied when a project is initiated within the organization to

drive process improvement.

c) OCM is a capability that moves individuals, teams and organizations from the current state to a

desired future state.

d) OCM is a process applied when a major change is taking place within the organization to

ensure everyone has training.

36. What is the MAIN value of stakeholder planning?

a) It helps to categorize the stakeholders that will be impacted by an improvement initiative.

b) It helps to identify the stakeholders required to act as sponsors for an improvement initiative.

c) It helps to ensure effective communication with stakeholders for an improvement initiative.

d) It helps to provide accurate data on all the stakeholders for an improvement initiative.





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37. In a sponsor diagram for the service desk consolidation at the UoB, who is MOST likely to be the

AUTHORIZING sponsor?

a) IT Operations Manager.

b) Head of Administrative Services.

c) Head of Library Services.

d) Head of IT.

38. The service desk consolidation project requires the support of analysts from both service desks.

Which is the BEST way to gain the support of the service desk staff at the start of the improvement

initiative?

a) The authorizing sponsor should chair a meeting with the service desk managers to warn them

of the possible negative effects if the project is not implemented. The service desk managers

should then communicate this message to their staff.

b) Workshops should be organized for service desk staff and student representatives. The

authorizing sponsor should highlight the benefits and opportunities of consolidation, and the

risks of not consolidating.

c) The authorizing sponsor should host separate webinars with each service desk to talk about

the benefits of the project and the potential for outsourcing if the consolidation is not successful.

d) The primary stakeholders in the consolidation should be identified. The authorizing sponsor

should meet with them to identify people’s likely reactions to the initiative, and reflect these in

the stakeholder communication plan.





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39. The university needs to perform a training needs analysis as part of the project implementation.

Which is the BEST approach to take?

a) Before starting the project, survey IT staff and customers and review staff training records, to

determine areas of weakness. Then create a training plan and matrix.

b) During the project, examine IT staff training records and interview individuals to determine

areas of weakness. Then create a training plan and matrix.

c) Send all service desk staff on ITIL foundation training courses. Then analyze training records to

produce a training plan and matrix based on the needs of the project.

d) Invite tool vendors for the consolidated service desk to provide recommendations based on

their experience with similar customers. Then create a training plan and matrix.

40. It is likely that the UoB will meet some resistance to change, both from IT staff and customers of the

service desks.

What is the BEST way, initially, to identify any potential resistance?

a) Provide a web form to all stakeholders so that they can submit feedback anonymously. This will

remove any barriers to giving genuine viewpoints and observations about the transition.

b) Deliver education and training to IT staff, students and academics. This will raise awareness of

the need to change and equip them with the knowledge and skills needed to make the

transition.

c) Set up meetings between the authorizing sponsor and service desk analysts as they are likely

to be the most concerned about the change. This will show them that their issues are being

taken seriously.

d) Provide a comprehensive education programme for IT staff and customers as they may oppose

the change due to a fear of the unknown. Feedback forms after training will provide details of

their concerns.

END OF EXAMINATION





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