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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
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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
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See page 4 of the Scenario Booklet for additional information. You may need this information to
answer questions 7 to 12.
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
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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
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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
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See page 4 of the Scenario Booklet for additional information. You may need this information to
answer questions 13 to 20.
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
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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
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See page 5 of the Scenario Booklet for additional information. You may need this information to
answer questions 21 to 28.
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.
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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
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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
See page 5 of the Scenario Booklet for additional information. You may need this information to
answer questions 29 to 34.
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.