SO Exam1

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ITILis a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET
v6.1. This document must not be reproduced without express permission from The Accreditor.
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Version 6.1 (Live) Owner The Official ITIL Accreditor

ITIL
Intermediate Lifecycle Stream:

SERVICE OPERATION CERTIFICATE

Sample Paper 1, version 6.1

Gradient Style, Complex Multiple Choice

QUESTION BOOKLET

Gradient Style Multiple Choice
90 minute paper
8 questions, Closed Book

Instructions

1. All 8 questions should be attempted.
2. You should refer to the accompanying Scenario Booklet to answer each question.
3. All answers are to be marked on the answer grid provided.
4. You have 90 minutes to complete this paper.
5. You must achieve 28 or more out of a possible 40 marks (70%) to pass this examination.
The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1.
This document must not be reproduced without express permission from The Accreditor.
Page 2 of 9
Question One

Refer to Scenario One

Which one of the following options BEST summarizes the risks that the IT organization currently does and
does not face?

A. Resistance to change within IT is a risk
Differing customer and IT expectations are a risk
Lack of testing is NOT a risk
Lack of involvement of IT operations staff in other lifecycle activities is NOT a risk

B. Reliance on key personnel along with their knowledge and skill is a risk
Lack of adequate tools is a risk
Lack of business support is NOT a risk
Inadequate funding is NOT a risk

C. Reliance on key personnel along with their knowledge and skill is a risk
Lack of business support is a risk
Resistance to change within IT is NOT a risk
Inadequate funding is NOT a risk

D. Resistance to change within IT is a risk
Inadequate funding is a risk
Alignment of IT with the business is NOT a risk
Lack of involvement of IT operations staff in other lifecycle activities is NOT a risk

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Question Two

Refer to Scenario Two

You have been asked to review the application management, application development and IT operations
management functions and identify the causes of the issues.

Which one of the following set of options is MOST LIKELY to be causing the issues experienced by this
organization?

A. Application management has failed to obtain information about known errors from software
suppliers
IT operations management has failed to define and provide application training to users
Application management has failed to involve IT operations staff in application deployment
activities

B. Application management has not developed and implemented a set of standards for application
architecture
Application management is not providing the resources required for third-line support for the
resolution of incidents and problems
Application management has not adequately defined operational models or defined the technical
resources required to operate the applications in the live environment

C. Application management has not developed and implemented a set of standards for application
architecture
Application management and application development have failed to provide information about
known errors to IT operations management teams
Application development has failed to provide the resources required for third-line support for the
resolution of incidents and problems

D. Application management has not participated in testing the functionality of applications
Application management has failed to identify and fulfil training needs required to manage and
operate applications
Application management has not adequately defined operational models or defined the technical
resources required to operate the applications in the live environment

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Question Three

Refer to Scenario Three

You are the team leader responsible for monitoring and control. You are required to resolve the issues
arising in the scenario and reach a conclusion.

Which one of the following options is the BEST solution to address the data retention issues?

A. You consult the problem, capacity, availability and security management teams to gain a more
detailed understanding of their event data requirements
You take into account the suggestions of the organizations legal department regarding the
legislative and compliance issues
You define and document a policy that ensures that all informational event data is retained for a
minimum of six years and three months

B. The legal requirement is the most important as non-compliance could incur fines for the
company, so you consult the legal and compliance departments to further categorize the data
and agree how long each should be retained
You consult the problem, capacity, availability and security management teams and confirm the
need for the one year retention and six month retention periods and identify any further data
categories relevant to these teams
You create a retention policy to document these requirements

C. You agree that this data is extremely unlikely to be needed beyond one week and that, on the
balance of risk, the cost of retaining this data outweighs the need
In order to achieve the most cost-effective solution, you document and implement the one-week
retention policy
You advise the legal department of your decision in case any related IT governance issues arise
in the future

D. You consult the business users and the IT groups that might use the data, and hold specific
discussions with the legal and compliance departments to identify their requirements
You create clear criteria to identify each event-type and you define a retention period for each in
accordance with the specific business need
You create a retention policy to document these requirements

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Question Four

Refer to Scenario Four

You have been asked to advise whether any process-related changes should be made to the way the
company handles these service requests in the future.

Which one of the following recommendation options BEST reflects ITIL guidance?

A. As a large proportion of service desk calls are service requests, a separate request fulfilment
process should be recommended to channel these to the appropriate groups quickly without
impact on critical or high-priority incidents
Providing access for temporary staff/contractors is not a type of service request and a separate
access management process should be set up to handle these
A business case must be made to justify the costs involved in setting up and running the new
processes

B. An organization needs only to implement a separate request fulfilment process where this is fully
justified. As the service desk is well regarded in this case, it appears that no immediate action is
needed
As there is no clear proof, only anecdotal evidence, that handling service requests through the
current incident management process is causing any difficulties, no action is required
The situation should be monitored and the figures analysed and reviewed again in three months
time to see whether any process change is necessary

C. As a large proportion of service desk calls are service requests, a separate request fulfilment
process should be recommended to channel these to the appropriate groups quickly and without
impact on critical or high priority incidents
A web-based self-help capability should be considered as this may help make some level of
support available outside normal office hours
A business case must be made to justify the costs involved in setting up and running the new
process

D. New user set-ups and workstation moves are changes and requests for change (RFCs) should
be raised, so these calls should not be handled as service requests
As these types of requests represent a large percentage of calls to the service desk a further
review is required before a decision is made to implement a separate request fulfilment process
A web-based self-help capability should be considered as this may help make some level of
support available outside normal office hours

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Question Five

Refer to Scenario Five

Which one of the following options BEST summarizes the remaining steps in the process that you will
communicate to the service desk and second-line support staff?

A. Ensure service desk staff can establish the impact and urgency of incidents so that the key
services are dealt with in business need order
If no resolution can be identified by the service desk and the incident is a recurring desktop issue
then a problem record will be raised and allocated to the appropriate technical teams in order to
avoid unnecessary call out charges from the supplier
Once the problem is resolved, a known error record will be created and, if necessary, a request
for change (RFC) will be raised

B. Base incident priority on impact and urgency, where impact codes have been agreed in advance
by service level management to ensure that the key services are dealt with in business need
order
If the incident is related to the holiday booking service then it is escalated immediately before the
service desk identify a resolution, to be investigated by the appropriate technical teams
If a resolution cannot be identified or it is considered necessary to identify the cause of the
incident, a problem record will be raised

C. Base incident priority on impact and urgency, where impact codes have been agreed in advance
by service level management to ensure that the key services are dealt with in business need
order
If no resolution can be identified by the service desk then the incident is escalated to the
appropriate technical teams who will investigate the incident and seek a resolution
If a resolution cannot be identified or it is considered necessary to identify the cause of the
incident, a problem record will be raised

D. Base incident priority on the urgency of the issue to ensure that the key services are dealt with in
business need order
If no resolution can be identified by the service desk then a problem record will be raised and
allocated to the appropriate technical teams who will seek the cause and a workaround
Once the problem is resolved, a known error record will be created and, if necessary, an RFC
will be raised
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Question Six

Refer to Scenario Six

Which one of the following approaches will BEST enable you to assess each functions capabilities and
level of maturity?

A. Conduct a skills inventory and determine if the staffs technical certifications are up to date
Review training plans and survey the technical staff to determine if they are getting the technical
training they feel they need
Review and assess the quality of technical documentation, including the escalation procedures
that are executed in incident management
Review incident response times, the number of escalations and reasons for escalations
Review resolution times to determine the number of incidents the technical management teams
are resolving within service level agreements (SLAs)

B. Obtain copies of available skills inventories and training plans
Compare technology maintenance schedules with actual maintenance activities and the mean
time between failure rates
Review available project plans to ensure technical management is engaged early when new IT
infrastructure components are being rolled out
Review and assess the quality of technical documentation, including standard operating
procedures (SOPs), system administration manuals and user manuals
Contact the problem manager and determine whether technical management resources are
contributing to the known error database (KEDB)

C. Conduct a skills inventory and training needs analysis and map the results to the service portfolio
(if available)
Review copies of maintenance schedules and project plans aimed at upgrading and maintaining
the IT infrastructure
Review technology performance metrics such as availability, utilization rates, and performance
(e.g. response times)
Review and assess the quality of technical documentation, including SOPs, system
administration manuals and user manuals
Review incident response and resolution times to determine the number of incidents resolved
within SLAs

D. Review copies of available skills inventories, training plans and training records for each of the
technical teams and for users, the service desk and other groups
Review the technical management teams service operation process metrics and technology
performance metrics
Review copies of the availability and capacity plans along with available project plans
Review change and release records and related deliverables such as known error entries
Review and assess the quality of technical documentation, including SOPs, system
administration manuals and user manuals

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Question Seven

Refer to Scenario Seven

As an ITSM consultant, you have been asked to help write the functional specification for the toolset. The
primary objective is to identify the functionality needed to satisfy the requirements for service operation,
but also to consider any advantages that may be gained across the ITSM lifecycle.

Which one of the following options is the BEST summary of the high-level requirements for a toolset to
support the organizations needs?

A. An integrated configuration management system (CMS) which allows all IT assets and relevant
attributes to be held centrally, and which also allows relationships between each to be stored and
maintained
The capability to automate remote discovery of devices on the network and generate a report on
discrepancies between deployments that have been discovered, and license details held within
the CMS
A workflow engine to improve the control of processes and automatically manage activities such
as alerting and task escalation
The capability to interface, manually and electronically, with tools used in other areas of the
service lifecycle

B. An integrated CMS which allows all IT assets and relevant attributes to be held centrally, and
allows relationships between each to be stored and maintained
The capability to automate remote discovery of devices on the network and generate a report on
discrepancies between deployments discovered and license details held within the CMS
A menu-driven range of self-help facilities to simplify and improve the handling of service
requests
The ability to generate reports for use by other areas of ITSM

C. An integrated CMS which allows all IT assets and relevant attributes to be held centrally, and
which also allows financial information about each asset to be stored and maintained
The capability to input the findings from audits of the infrastructure and to report on numbers of
licenses that are found as a result of the audit
A workflow engine to improve the control of processes and automatically manage activities such
as alerting and task escalation
The ability to export data for use by other tools used in different teams

D. An integrated configuration management database (CMDB)
Providing consistency with existing ways of working and other tools employed within the
organization, in order to minimize the time taken to train existing employees
Designing automatic import/export of existing information from other databases in the
organization to allow continued use of, and minimum disruption to, existing working practices
The ability for service desk analysts to take control of the users desktop via remote control and
thus to service any call through to resolution

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Question Eight

Refer to Scenario Eight

Which one of the following options provides the BEST solution to address the concerns of this
organization?

A. Create a common service operation activity of monitoring and control to support the availability
and capacity management processes
Redeploy technical staff to the operations bridge and train them to support the additional
monitoring workload
Once tools and staff are centralized, immediately evaluate tools and monitoring activities against
both business and technical requirements
Configure tools and procedures to meet the requirements of the availability and capacity
management processes, in addition to the data already collected

B. Monitoring needs were developed by each group for specific operational purposes, so the
associated monitoring and control activities should be retained within each IT department
Availability and capacity management are not operational processes so a new set of
requirements should be identified and documented
Establish a team for availability and capacity management reporting to the A&P manager
Define data input from operational departments and agree with the data centre to have reports
submitted as required

C. Investigate and catalogue each departments monitoring requirements and tools used to collect
report data
Document both operational and non-operational needs for the capacity and availability
management processes
Establish a project team to analyse whether existing capacity and availability monitoring reports
and tools can be utilized to meet new requirements
Maximize cost savings not only by using the existing tools to meet the current monitoring needs,
but also by expanding their use to meet new requirements

D. Initiate an organization-wide review of current monitoring and control capabilities, ensuring the
involvement and support of the data centre manager
Involve all departments in defining, agreeing, and executing processes and operational control
procedures
Ensure that monitoring and control is performed at all levels from component to service
(including customer experience), to support the capacity and availability management processes
Where possible, move routine monitoring and control activities to the operations bridge

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BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor.
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ITIL




SCENARIO BOOKLET

This booklet contains the scenarios upon which the 8 examination questions will be based. All
questions are contained within the Question Booklet and each question will clearly state the scenario
to which the question relates. In order to answer each of the 8 questions, you will need to read the
related scenario carefully.

On the basis of the information provided in the scenario, you will be required to select which of the
four answer options provided (A, B, C or D) you believe to be the optimum answer. You may choose
ONE answer only, and the Gradient Scoring system works as follows:

If you select the CORRECT answer, you will be awarded 5 marks for the question
If you select the SECOND BEST answer, you will be awarded 3 marks for the question
If you select the THIRD BEST answer, you will be awarded 1 mark for the question
If you select the DISTRACTER (the incorrect answer), you will receive no marks for the
question

In order to pass this examination, you must achieve a total of 28 marks or more out of a maximum of
40 marks (70%).
The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1.
Page 2 of 9
Scenario One

A large financial institution relies on a number of IT services to support its business functions. Many of
these are critical. Generally there is a good relationship between IT and the business, which has
resulted in a reliable set of IT services that are aligned with the business needs.

The IT department has adopted ITIL and is seen as an example of best practice. Adopting ITIL has
motivated the IT staff, who are keen to apply beneficial changes to working practices. The IT
department has excellent service strategy and service design activities and processes in place. A
well-managed service portfolio ensures that strong business cases are established for new and
changed services. As a result, funding and other resources are matched to business and IT needs.
Service level agreements (SLAs) are in place for all services.

The service desk is well managed and uses established incident management and problem
management processes which are supported by a mature configuration management system (CMS)
that incorporates a known error database (KEDB). These processes ensure that incidents and
problems are escalated to the correct technical teams. This is essential as many services rely on
specialist technology where only certain staff have the required skill to resolve issues. In general the
service desk is well liked; however, there are some users who do not follow service desk procedures
and who attempt to contact support staff directly or resolve issues without contacting IT. Requests
from IT operations managers to business managers to ask users to adhere to service desk
procedures have failed to bring about any change in the situation.

The technical management function is organized into a number of technology teams. Each team is
well managed but service operation as a whole is a busy department. Staff are employed for their
specialist skill sets, but because of the busy workload, little time is available for cross-training of roles
or sharing knowledge.

Technical management teams use established monitoring and event management supported by
associated tools. This provides access to much of the information that is used by other service
management processes to report on various service levels. Service level achievements are good with
very few major incidents or outages. Service availability targets are always met.

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Scenario Two

An internal IT provider has developed its own applications for a number of years. Application
development is carried out by a small team of developers. In general, the applications are considered
to be successful by the business. The applications are well received by the users, who find them easy
to use. In the past year, in order to meet the demands of the business, there has been an increase in
the number of applications obtained from suppliers.

Six months ago, a new application management team was established as part of a service
management improvement project. Generally, the two functions work well together and the
combination of application development and application management has improved many areas.
User acceptance testing has improved, with the result that common issues and defects are identified
earlier in the life of applications and documented as known errors. Deployment activities have
improved because application management, application development and IT operations management
functions are involved in release and deployment tasks. Additionally, application management has
implemented a policy that when applications are obtained from suppliers, appropriate support is
included in the contract.

However, there are unresolved concerns over the day-to-day support of the applications.

The IT operations management teams find that they cannot deal with all the issues that arise. One
result is that service level targets for restoration of service are not always met. When incidents occur,
IT operations management can deal with the common errors but is unable to provide more specialist
support. This is compounded by inconsistencies in the application architectures, platforms and
development methods. This means that each application is different, thus making incident and
problem diagnosis more difficult and time consuming. Further, when applications are implemented
utilizing new technology the IT operations management teams do not receive the necessary training.
An additional issue is that the number of incidents that are related to capacity and performance is
increasing.

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Scenario Three

A company has recently purchased a new event management support tool and the service operation
team is in the process of installing and configuring the new tool. A question has arisen regarding the
retention of data relating to events.

All of the people involved have agreed that events that are classified as warnings or exceptions need
to be retained for a lengthy period after the event has been dealt with.

There are concerns regarding the amount of storage space that will be used and the sheer volume of
data to be stored and potentially accessed. In response, some senior technical staff have proposed
that events that are categorized as informational need only be retained for a minimal amount of time.
A period of one week has been proposed, based on the assumption that if any follow-up issues have
not occurred by then, they are extremely unlikely to occur at all.

Other team members have argued that this is inadequate. The data may be needed for some time
beyond this point, so should be retained indefinitely.

A number of other requirements have emerged, which include the following:

The organizations legal department has advised that there are legislative and compliance
issues that require some data to be retained for up to six years
There have been a number of serious IT security breaches that the IT security team claim
could have been avoided if they had had access to a history of event data for all categories.
The security management team wants relevant data to be retained for at least one year
Problem management, capacity management and availability management have requested
access to all event data to improve their trend analysis. All three have agreed to a retention
period of six months

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Scenario Four

A travel company with branches worldwide has a small number of geographically dispersed service
desks that act as the focal point for a common incident management process. The service desks are
quite well regarded but are only open during standard business hours (generally 08:00 to 18:00 with
some local variations). The business has asked for support to be made available 24 hours a day, but
cost constraints are currently preventing this.

A number of trends over the last few years have been identified:

There has been a gradual increase in the total number of incidents handled
An increasing percentage of the incidents handled are not, in fact, related to any sort of failure
but are instead some form of service request from the users
More than 60% of all incidents are now service requests of some sort
There is some anecdotal evidence that higher priority failures are occasionally delayed or
overlooked because of the volume of incidents and requests being handled at busy times

A high-level analysis of the service requests handled over the last six months reveals the following
break-down:

Request Type Percentage
Password change 35%
Additional mailbox space allocation 11%
Access to an existing application 9%
A new desktop application 7%
New user set-up 6%
Access for temporary staff/contractor 3%
Workstation move 3%
Other (various) 26%

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Scenario Five

You are the recently appointed service desk manager of a national travel agency. The company has
also appointed a problem manager. Both positions were created after a review of the IT department
revealed that incident response times are failing to meet agreed targets. This is because the IT teams
do not distinguish between incidents and problems and do not manage them separately. In some
cases the result of this situation is that a service is not restored until IT has identified and
implemented a full solution.

The review also identified the following:

25% of incidents are related to the main holiday booking service. This service is business
critical
10% of incidents are related to the financial management service
40% of incidents are related to other services and general desktop issues
25% of incidents are categorized as service requests

The desktop incidents are a particular issue, as many seem to be recurring incidents and incur call-
out charges from suppliers.

To address the issue, you and the problem manager are developing incident and problem
management processes based upon ITIL guidance. Currently you are working on a program of
training and awareness for service desk and technical support staff.

So far, you have agreed that:

The service desk will log the call and seek a resolution if available
Once the service is restored the service desk will check with the user and close the call if the
user is satisfied.
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Scenario Six

A regional utility company has a five-year strategy to grow the business and better serve its
customers. In support of that strategy, it has acquired two local companies. One is a gas provider, the
other an electricity provider. Part of the strategy is to quickly assess the technical management
function in place at each company and determine how to best integrate the two companies.

You are a consultant and have been asked to develop a plan aimed at evaluating each acquired
companys technical management function and assessing its abilities. Your plan is to benchmark each
function against ITIL best practices in an effort to determine its current capabilities and level of
maturity.

Your aim is to:

Ensure the function is providing the organization with the technical knowledge and expertise
needed to manage the IT infrastructure
Determine whether the function is supporting the service lifecycle

Your first step is to collect and review the documentation being produced, in an effort to determine
how effectively technical management is performing its role.
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Scenario Seven

A large insurance company has recently identified the need to refresh the IT service management
(ITSM) technology used to support the functions and processes within service operation.
Organizational units have previously acquired or developed their own tools to meet specific
requirements in their area, many of which are critical to the support of the IT services. This has led to
an inconsistency in data and duplication of functionality throughout the organization.

Investigations have revealed that a lack of knowledge and understanding about the hardware and
software assets exists across the organization and a particular vulnerability has been identified with
respect to software licence compliance. The organization is looking for a toolset that will facilitate a
solution to this particular problem without necessarily having to embark upon a full physical audit of
their widely distributed infrastructure. The organization operates from a number of geographical
locations, which are all connected via a reliable network.

The organization operates well-established processes but is keen to explore the benefits of adopting
an ITSM lifecycle approach as recommended by ITIL guidance. Any new toolset must support the
existing service management processes and improve communication within the IT functions.

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Scenario Eight

The IT department of a company has implemented several ITIL processes over the past two years.
Accomplishments in the ITSM program so far include:

Improvement in incident and problem resolution rates
Reduction in failed changes due to effective change planning and deployment
High customer satisfaction as a result of negotiated service level agreements (SLAs) over
two-thirds of business units

The IT group is organized into the following departments:

Architecture and planning (A&P) Managing key programs and setting standards for
technology and processes
IT control Responsible for auditing and compliance against set standards and policies:
o Service level management
o Change management
Data centre Operational functions consisting of the following departments:
o Operations bridge
o Service desk
o Mainframe management
o Server management
o Wide/Local area network management
o Application support groups.

The data centre departments focus on managing their own technology, and usually communicate as
required when an incident, problem or change is initiated. Each department is responsible for
monitoring and controlling its own technology. Monitoring reports are generally circulated to each
system administrator, and a summary of performance and exceptions is submitted to department
heads each month. A monthly report on key system performance from each department is supplied to
IT control and used to compile SLA compliance reports.

The organization is about to implement capacity and availability management processes. The project
is being managed by the A&P manager. It is understood that the current approach to monitoring and
control needs to change in order to address the requirements of these new processes. However,
there is significant resistance from the data centre to allowing access to their data, or for any
interference in their monitoring activities or tools.
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ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor.
Page 1 of 15

ITIL




ANSWERS AND RATIONALES
The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1.
Page 2 of 15
Answer Key:

Scenario Question Correct:
5 Marks
2
nd
Best:
3 Marks
3
rd
Best:
1 Mark
Distracter:
0 Marks
One 1 C B D A
Two 2 B D C A
Three 3 D B A C
Four 4 C A D B
Five 5 C B A D
Six 6 D B C A
Seven 7 A B C D
Eight 8 D C A B

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Answer and Question Rationale:

QUESTION One Scenario One
Question Rationale

This question focuses on risks to successful service operation. It also requires
understanding of the point that risks are often the result of a failure to address
challenges and critical success factors.
It should be noted that all the issues stated in the answer options are generic risks
as described in the ITIL books. The purpose of the question is for candidates to
demonstrate that they can identify those that are relevant to the scenario.
MOST CORRECT (5) C Bullet 1 - Correct. The evidence for this is, first, that the scenario refers to
escalating incidents and problems to specialists. Second, staff are too busy
for cross-training.
Bullet 2 - Correct. The evidence is in the reaction of business management
to requests for staff not to bypass the service desk.
Bullet 3 - Correct. The reference to motivated staff is evidence that this is
not a risk.
Bullet 4 - Correct. The second paragraph in the scenario refers to good
portfolio management and good business cases.
SECOND BEST (3) B Bullet 1 - Correct. The evidence for this is, first, that the scenario refers to
escalating incidents and problems to specialists. Second, staff are too busy
for cross-training.
Bullet 2 - Incorrect. This is often a risk, but not in this case as there is
evidence in the scenario of CMS, KEDB and event management tools.
Bullet 3 - Incorrect. The evidence is in the reaction of business
management to requests for staff not to bypass the service desk.
Bullet 4 - Correct. The second paragraph in the scenario refers to good
portfolio management and good business cases.
THIRD BEST (1) D Bullet 1 - Incorrect. The reference to motivated staff is evidence that this is
not a risk.
Bullet 2 - Incorrect. This is a risk for many organizations; however, there is
evidence in the scenario that it is not in this case. The second paragraph in
the scenario refers to good portfolio management and good business
cases.
Bullet 3 - Correct. The excellent service strategy and service design
processes along with the well-managed service portfolio are evidence of
this.
Bullet 4 - Incorrect. The reference to busy staff who have little time for
cross-training of roles or sharing knowledge is evidence that they will not
have time to become involved in other lifecycle activities.
DISTRACTER (0) A Bullet 1 - Incorrect. The reference to motivated staff is evidence that this is
not a risk.
Bullet 2 - Incorrect. The fact there are SLAs in place, good service design
processes and a record of good service achievement is evidence that this is
not a risk.
Bullet 3 - Incorrect. There is no reference in the scenario to service
transition processes and the busy staff have little time to get involved in
other lifecycle activities. This is evidence that lack of testing is a risk.
Bullet 4 - Incorrect. The reference to busy staff who have little time for
cross-training of roles or sharing knowledge is evidence that they will not
have time to become involved in other lifecycle activities.
Syllabus Unit /
Module supported
ITIL SL: SO08 Challenges, risks and critical success factors
Blooms Taxonomy
Testing Level
Level 3 Applying Use ideas, principles and theories in new, particular and
concrete situations. Behavioural tasks at this level involve both knowing and
comprehension and might include choosing appropriate procedures, applying
principles, using an approach or identifying the selection of options.

Level 4 Analysis The ability to use the practices and concepts in a situation or
unprompted use of an abstraction. Can apply what is learned in the classroom, in
workplace situations. Can separate concepts into component parts to understand
Page 4 of 15
structure and can distinguish between facts and inferences.

Application Candidates must apply their knowledge of organizational risks and,
specifically, of those evident in the scenario.
Subjects covered

Categories covered:
Challenges, risks and critical success factors
Book Section Refs SO 9.1 Challenges, risks and critical success factors Challenges
SO 9.2 Challenges, risks and critical success factors Critical success factors
SO 9.3 Challenges, risks and critical success factors Risks
Difficulty Easy

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QUESTION Two Scenario Two
Question Rationale

This question focuses on an understanding of the activities of the application
management, application development and IT operations management functions.
Knowledge of these activities is applied to a scenario. Many of the activities in the
answer options are performed by applications management; however, not all are
relevant in the context of the scenario.
MOST CORRECT (5) B Bullet 1 - Correct. The statement in the scenario regarding inconsistencies
in the application architectures, platforms and development methods is
evidence that application management has not developed and implemented
a set of standards for application architecture.
Bullet 2 - Correct. One of the activities of application management is to
provide third-line support. In the scenario, IT operations management
teams are able to deal with the more common issues i.e. general second-
line support, but do not have access to specialist support i.e. third-line
support.
Bullet 3 - Correct. Most of the focus of the teams is on the functionality of
the applications. There seems to be little focus on the operational and
performance areas. There is no evidence in the scenario that testing for
performance is carried out. Further, some of the incidents are related to
capacity and performance issues. This would indicate a lack of
understanding of the operational infrastructure requirements and a lack of
application sizing and modelling.
SECOND BEST (3) D Bullet 1 - Incorrect. This is an untrue statement. The scenario states that
user acceptance testing has improved since application management has
been involved.
Bullet 2 - Correct. One of the main roles of the application management
function is to be the custodian of the knowledge and expertise related to
managing and operating applications. In this role it will be responsible for
identifying training needs associated with new technology needed to
operate applications. The scenario states that IT operations management
does not receive this training; thus application management is failing to
identify the need for this training.
Bullet 3 - Correct. See answer C bullet 3.
THIRD BEST (1) C Bullet 1 - Correct. See answer B bullet 1.
Bullet 2 - Incorrect. The scenario states that application management is
collecting and documenting known errors, both through testing and through
a policy to obtain support from suppliers.
Bullet 3 - Incorrect. The scenario does describe a lack of third-line support.
However, it is the responsibility of application management, not application
development, to identify and provide the resource for third-line support.
DISTRACTER (0) A Bullet 1 - Incorrect. This is an untrue statement. Application management
has put a policy in place to ensure that support is provided by suppliers. It is
common practice that this support will include access to known errors.
Bullet 2 - Incorrect. First, there is no evidence in the scenario that lack of
user training is an issue. Second, it is the responsibility of application
management to identify this need, not IT operations management.
Bullet 3 - Incorrect. This is an untrue statement. The scenario states that all
three functions (application management, application development and IT
operations management) are involved in deployment.
Syllabus Unit /
Module supported
ITIL SL: SO05 Organizing for service operation
Blooms Taxonomy
Testing Level

Page 6 of 15

Application The candidate must apply their knowledge of the application
management and IT operations management functions and analyse how they are
applied to the needs of the organization as described in the scenario.
Subjects covered

Application management function
IT operations management function
Book Section Refs SO 6.6 Organizing for service operation Application management function - in
general, but especially;
SO 6.6.1 Organizing for service operation Application management function -
Application management roles
Application management principles
Application management generic activities
SO 6.6.1 Organizing for service operation IT operations management function
- in general
Difficulty Moderate

Page 7 of 15
QUESTION Three Scenario Three
Question Rationale

This question focuses on data retention in relation to event management. The
question focuses on types of event, filtering events, and designing for event
management.
MOST CORRECT (5) D Bullet 1 - Consulting all the stakeholders will provide the most accurate
picture of data retention needs. There is insufficient evidence in the
scenario to know if all requirements have been gathered; thus a
consultation must take place. The business must be involved in this
consultation, especially as the legal department has an important
requirement.
Bullet 2 - By treating each event type separately and establishing a policy
that matches the exact needs of each event type, no more and no less data
than necessary will be retained.
Bullet 3 - The policy must be documented and adhered to.
SECOND BEST (3) B This answer incorrectly bases a policy on the needs of the IT teams
mentioned and the legal team only.
Bullet 1 - There is no evidence in the scenario that the legal requirement is
the most important.
Bullet 2 - It is correct to consult these teams. However, to base a policy on
just the needs of these teams and the legal department is incorrect. Further,
it is unlikely that a single policy of one year six months will address all
needs and allow for efficient storage of the necessary data.
Bullet 3 - It is correct to document the decision as a policy.
THIRD BEST (1) A Bullet 1 - This is a reasonable approach.
Bullet 2 - This is also a reasonable approach.
Bullet 3 - To keep all data for more than six years on the basis of the legal
requirement to retain some of the data for this period would be excessive.
The only redeeming feature is that the probably small amount of data that
may have been needed will definitely be available.
DISTRACTER (0) C Bullet 1 and bullet 2 - It is clear from the scenario that data will be needed,
at least for an initial period, long enough for trends to be established or
problems requiring investigation to come to light. One week is likely to be
totally insufficient for this.
Bullet 3 - Informing the legal department of your actions is not the same as
consulting them and addressing their needs.
Syllabus Unit /
Module supported
ITIL SL: SO03 Service operation processes
Blooms Taxonomy
Testing Level


Application The candidate must apply event management process knowledge
and how it relates to use and retention. The candidate must then analyse the
options and distinguish how they must be prioritized based on the requirements
outlined in the scenario.
Subjects covered

Categories Covered:
Event management
Book Section Refs SO 4.1 Service operation processes Event management
SO 4.1.4 Service operation processes Event management Policies,
principles and basic concepts
SO 4.1.6 Service operation processes Event management Triggers, inputs,
outputs and interfaces
Difficulty Moderate

Page 8 of 15
QUESTION Four Scenario Four
Question Rationale

This question focuses on the value of self-help capabilities in helping relieve
service desk throughput, and also brings in the potential value for an organization
of separating the request fulfilment process from the incident management
process.
MOST CORRECT (5) C This proposal would offer the best potential solution, as it would address all
of the potential difficulties currently being encountered. Handling service
requests separately would create more focus so that they would not impact
on higher-priority incidents. Furthermore, if implemented alongside a self-
help capability, it is likely to make support available at all times (either
through self-help or by allowing the service desk to open longer at no more
cost or both).
SECOND BEST (3) A This answer represents a good approach to the issues. However, it is
incorrect to state that access for staff/contractors is not a type of service
request. It is true however that in some cases a separate access
management process can be established but there is no evidence in the
scenario that it is required.
THIRD BEST (1) D New user set-ups and workstation moves are changes but are typically
standard changes that can be handled as service requests.
This solution does not address the primary issue of service requests
dominating the incident management system. The secondary issue of
providing self-help to allow some level of support outside standard office
hours does have some merit.
DISTRACTER (0) B There is no statistical evidence yet of any adverse impact but the trends are
worrying and anecdotal evidence does exist.
This answer ignores all of the issues: higher call rates, higher percentage of
service requests, anecdotal evidence of adverse impact and users seeking
extended hours.
This answer also fails to address the business request for 24-hours-a-day
support.
Syllabus Unit /
Module supported
ITIL SL: SO06 Technology considerations
Blooms Taxonomy
Testing Level


Application The candidate must apply their knowledge of request fulfilment and
also be able to prioritize the organizational objective from the scenario to select
the best application of ITIL guidance in this question.
Subjects covered

Categories Covered:
Request fulfilment
Technology - request fulfilment
Book Section Refs SO 4.3 Service operation processes Request fulfilment
SO 7.1.1 Technology considerations Self-help
SO 7.4 Technology considerations Request fulfilment
Difficulty Moderate

Page 9 of 15
QUESTION Five Scenario Five
Question Rationale

This question focuses on the relationship between the incident management and
problem management processes.
MOST CORRECT (5) C This answer focuses on restoring service to the users as quickly as
possible. Problem records should not automatically be created for each
incident, but only when potential impact upon the business requires it.
Bullet 1 - Correct. Incident priorities will be agreed through service level
management and documented in service level agreements (SLA). This will
ensure that incidents associated with critical services such as the holiday
booking service will be prioritized in accordance with business needs and
dealt with in agreed timescales.
Bullet 2 - Correct. ITIL guidance states that in all cases, incident
management will seek a resolution before a problem record is raised. This
may involve escalation to second-line support first, who may be aware of a
workaround that can be applied.
Bullet 3 - Correct. There are many criteria for raising problem records.
These include when a resolution cannot be identified, and when it is
considered necessary to identify the root cause.
SECOND BEST (3) B Bullet 1 - Correct. See answer C bullet 1.
Bullet 2 - Incorrect. This answer implies that incidents related to the holiday
booking service should be handled differently and escalated immediately
before the service desk seeks a resolution. However, the agreed priorities
in the SLA should ensure that all incidents are prioritized to suit the agreed
business needs, so this step is unnecessary. Furthermore, there may be
many actions that the service desk could take to resolve the incident
without escalation to second-line support.
Bullet 3 - Correct. See answer C bullet 3.
THIRD BEST (1) A Bullet 1 - Partially correct. Incident priority should be based on impact and
urgency but the answer does not mention that it should be agreed in
advance through the service level management process.
Bullet 2 - Incorrect. This answer incorrectly states that a problem record
should be raised immediately for recurring desktop incidents. The incident
should be investigated by second-line support first who may be aware of a
workaround that can be applied. It should not automatically be assumed
that this is a new problem.
Bullet 3 - Correct. It is true that if a problem has been raised and resolved a
known error will be created.
DISTRACTER (0) D Overall, this answer does not represent much of an improvement over the
existing situation.
Bullet 1 - Incorrect. Priority should not be based on urgency alone.
Bullet 2 - Incorrect. This answer confuses the incident and problem
processes. J ust because an incident is escalated to second-line support
does not mean it is a problem.
Bullet 3 - Correct. See answer A bullet 3.
Syllabus Unit /
Module supported

Blooms Taxonomy
Testing Level


Application The candidate must demonstrate a thorough knowledge of both the
incident and problem management processes and analyse how the correct
process flow should be documented according to the organizations needs
identified in the scenario.
Page 10 of 15
Subjects covered

Categories Covered:
Incident management
Problem management
Book Section Refs SO 4.2 Service operation processes Incident management, in general but
especially;
Figure 4.3 Incident management process flow
SO 4.2.4.2 Service operation processes Incident management Policies,
principles and basic concepts - Principles and basic concepts
SO 4.2.6 Service operation processes Incident management Triggers,
inputs, outputs and interfaces
SO 4.4.4.2 Service operation processes Problem management Policies,
principles and basic concepts - Principles and basic concepts
Difficulty Moderate

Page 11 of 15
QUESTION Six Scenario Six
Question Rationale

This question tests the candidates understanding of technical management
activities and how technical management interfaces with other stages of the
lifecycle. This question also tests understanding of the various documents
produced by technical management.
The question requires an understanding of the dual role of technical management:
The custodian of technical knowledge and expertise related to managing
the IT infrastructure
Providing the actual resources to support the service lifecycle
In addition, the answer options refer to the following areas of technical
management
The generic technical management activities
Measuring technical management performance
Technical management documentation
MOST CORRECT (5) D This answer implies the greatest understanding of the dual roles of
technical management. It also reflects the simple checks that can be used
to gauge an organizations ITSM maturity.
Bullet 1 Refers to the first role, that of acting as the custodian of technical
knowledge. A mature organization will be conducting skills inventories,
training (including training for users, the service desk and other groups) and
keeping records. These are generic activities of technical management.
Bullet 2 Technical management is involved in all service operation
processes and so should be producing process metrics. The function is also
responsible for reporting on technical and service capabilities, e.g. capacity
and performance management, availability management, problem
management, etc.
Bullet 3 Focuses on the second role (providing resources to all stages of
the service lifecycle). This answer reflects the need for technical
management to be involved in proactive service design activities (e.g. there
should be evidence in the availability and capacity plans that technical
management is involved in activities such as modelling and workload
forecasting).
Bullet 4 This answer reflects the need for technical management to be
involved in service transition activities such as change and release
management.
Bullet 5 Accurately reflects documents that technical management is
involved in drafting.
SECOND BEST (3) B This answer is good but does not include some of the characteristics of
maturity. Most of the information given is appropriate, but it is not as
complete as answer D. It does not demonstrate a full understanding of the
technical management function.
Bullet 1 Correctly identifies some of the documentation required to check
that the organization is the custodian of technical knowledge, but is not as
complete as answer D bullet 1. It fails to mention keeping training records
and also fails to mention that technical management designs and delivers
training to users, the service desk and other groups.
Bullet 2 Appropriately evaluates whether technology is being properly
maintained.
Bullet 3 Fails to mention participation by technical management in the
availability and capacity management process vs. just project planning
(which is also important).
Bullet 4 Same as answer D bullet 5.
Bullet 5 Fails to recognize technical managements role in service
operation processes other than problem management.
THIRD BEST (1) C This answer would yield some insight into the organizations maturity but
focuses too much on reactive activities. The answer does not demonstrate
the second role of being involved in all stages of the lifecycle. There is no
mention of technical managements role in the service transition processes
at all.
Bullet 1 - Conducting a skills inventory rather than asking the company for
Page 12 of 15
it, takes away from the consultants ability to gauge the companys maturity.
A good technical management function should already be producing this
documentation.
Bullet 2 Fails to mention participation by technical management in the
availability and capacity management process vs. just project planning
(which is also important).
Bullet 3 Focuses on service operation activities only.
Bullet 4 Same as answer D bullet 5.
Bullet 5 Focuses on service operation activities only.
DISTRACTER (0) A This answer is wrong. It reflects a reactive, technology-centric view and fails
to mention technical managements role in the service design and service
transition processes. It also fails to mention technical managements role in
service operation processes other than incident management.
Bullet 1 - Conducting a skills inventory rather than asking for those
documents from the company takes away from the consultants ability to
gauge the companys maturity. A good technical management function
should already be producing this documentation.
Bullet 2 This answer looks only at training plans for technical
management and fails to mention keeping records.
Bullet 3 This answer fails to mention many of the documents technical
management is responsible for producing.
Bullets 4 and 5 Focus only on incident management.
Syllabus Unit /
Module supported
ITIL SL: SO05 Organizing for service operation
Blooms Taxonomy
Testing Level


Application The candidate must apply their knowledge of the technical
management function and analyse how the dual role can be applied to the
organizations objective as outlined in the scenario.
Subjects covered

Categories Covered:
Technical management
Book Section Refs SO 6.4.3 Organizing for service operation Technical management Generic
technical management activities
SO 6.4.6 Organizing for service operation Technical management
Measuring technology management performance
SO 6.4.7 Organizing for service operation Technical management Technical
management documentation
Difficulty Hard

Page 13 of 15
QUESTION Seven Scenario Seven
Question Rationale

This question focuses on the generic requirements for technology to support
service operation as it relates to the issues described in the scenario.
The scenario describes a number of needs that must be fulfilled by the solution:
Eliminate the inconsistency and duplication of existing tools
Address the software compliance vulnerability
Avoid full physical audits
Take into account the geographically dispersed nature of the company
Utilize data from existing tools
Support service management processes and improve communication
MOST CORRECT (5) A This answer addresses all the issues described in the scenario.
Bullet 1 - A CMS is vital to improve the consistency and accuracy of data
stored. Relationship mapping is also crucial to meet the need of the
organization to leverage benefits across the lifecycle.
Bullet 2 - Automated discovery will be of great benefit to the organization
and will help to address issues associated with their geographic spread.
Additionally, this functionality directly addresses the need for better control
of software licences.
Bullet 3 - A workflow (process) engine directly addresses the need to
support the existing service management processes and improve
communication.
Bullet 4 - Integration with existing tools will improve the return on
investment of new tools by allowing existing data and tools to be used.
SECOND BEST (3) B All the features described in this answer can be provided by an integrated
service management toolset. However, some of the points fail to address
important aspects that are relevant to the scenario, and other issues from
the scenario are ignored.
Bullet 1 - See answer A bullet 1.
Bullet 3 - Self-help is a common feature of an integrated toolset and can
provide huge benefits. However, it fails to address any of the issues
described in the scenario.
Bullet 4 - The ability to generate reports is a common feature of an
integrated toolset and can provide huge benefits. However, it fails to
address any of the issues described in the scenario.
THIRD BEST (1) C This answer misses the point about the need for automated
discovery/auditing and the requirement to identify variances between
licenses deployed and license details held.
Bullet 1 - Implies that only financial information is stored in the CMS. This is
incorrect.
Bullet 2 - Describes only manual data input. The situation in the scenario
clearly requires the use of automated discovery and audit tools.
Bullet 4 - Does address the needs for integration with existing tools, but
only mentions export not import of data.
DISTRACTER (0) D This answer ignores most of the issues described in the scenario.
Bullet 1 - Describes a CMDB not a CMS.
Bullet 2 - Consistency with existing ways of working is not necessarily a
benefit if those ways of working are incorrect. Training should always be
provided for new tools.
Bullet 3 - Correctly describes the need to integrate with existing tools.
Bullet 4 - Remote control is a valuable functionality but does not address
any of the issues described in the scenario.
Syllabus Unit /
Module supported
ITIL SL: SO06 Technology considerations
Blooms Taxonomy
Testing Level

Page 14 of 15

Application The candidate must apply their knowledge of generic ITSM
technology requirements and distinguish which of those requirements must be
present for the toolset to support the organizations needs as they have been
described in the scenario.
Subjects covered

Categories Covered:
Technology considerations
Book Section Refs SO 7 Technology considerations
SO 7.1 Technology considerations Generic requirements
Difficulty Moderate

Page 15 of 15
QUESTION Eight Scenario Eight
Question Rationale

This question focuses on the role of one of the common service operation
activities monitoring and control. The question explores the scope and nature of
monitoring and control as well as the relationship between the various functions
and the operational aspects of managing services. Key to this question is the
concept that, although monitoring and control activities are generally performed by
operational teams, they are not purely related to individual systems or
departments.
MOST CORRECT (5) D This answer is the most correct in that it most closely identifies the scope of
monitoring and control, as well as the fact that all groups need to be
involved in defining monitoring and control measures. It also articulates the
role of the technical, application and operations management functions in
defining and executing monitoring and control.
SECOND BEST (3) C This is a feasible solution, but not optimal. It concentrates too much on the
needs of the capacity and availability management processes without
integrating these needs with the needs of the other departments.
Furthermore, it does not consider the need to ensure that the capacity and
availability management processes take into account all levels of monitoring
from component to customer experience.
THIRD BEST (1) A This approach recognizes that all teams should be working together, and
that monitoring and control activities are broader than just managing items
under an individual departments control. However, it is highly doubtful that
moving more highly skilled individuals from a technical or application
department into a purely monitoring and control role on the operations
bridge will be successful. Most people of this skill level will be de-motivated,
and this approach still does not resolve how the technical departments will
get involved in the earlier stages of the lifecycle.
DISTRACTER (0) B There are two major problems with this answer. First, all processes have an
operational phase. In the case of availability and capacity management, a
large proportion of monitoring and control will tend to be operational by
nature. Excluding these groups will result in duplication of monitoring and
further antagonism between the groups. Second, it is very doubtful whether
the A&P manager will be able to access the systems needed to produce
these reports when the political situation remains as it is.
Syllabus Unit /
Module supported
ITIL SL: SO04 Common service operation activities
ITIL SL: SO05 Organizing service operation
Blooms Taxonomy
Testing Level


Application The candidate must apply their knowledge of monitoring and control
activity and distinguish from among all of the relevant activities, which one of the
set of options will address as many of the organizations objectives as described in
the scenario.
Subjects covered

Categories Covered:
Monitoring and control
Technical, application and operations management functions
Service operation roles
Book Section Refs SO 5.1 Common service operation activities Monitoring and control
SO 6.4, SO 6.5, SO 6.6 Organizing for service operation Functions (technical,
IT operations and application management functions)
SO 6.7 Organizing for service operation Roles
Difficulty Hard

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