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Exin ITIL-F ITIL Foundation Exam Practice Test

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Total 324 questions
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Question 1

Which of the following are types of service defined in ITIL?

1. Enabling

2. Core

3. Enhancing

4. Computer

Options:

A.

1, 3 and 4 only

B.

2, 3 and 4 only

C.

1, 2 and 4 only

D.

1, 2 and 3 only

Question 2

Which one of the following is the BEST description of a service level agreement (SLA)?

Options:

A.

The part of a contract that specifies the responsibilities of each party

B.

An agreement between the service provider and an internal organization

C.

An agreement between a service provider and an external supplier

D.

An agreement between the service provider and their customer

Question 3

Which one of the following includes four stages called Plan, Do, Check and Act?

Options:

A.

The Deming Cycle

B.

The continual service improvement approach

C.

The seven-step improvement process

D.

The service lifecycle

Question 4

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Options:

A.

A service object

B.

An incident

C.

A change

D.

A known error

Question 5

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

Options:

A.

Change proposal

B.

Change policy

C.

Service request

D.

Risk register

Question 6

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

Options:

A.

1, 2 and 3 only

B.

1, 3 and 4 only

C.

2, 3 and 4 only

D.

All of the above

Question 7

Which of the following CANNOT be provided by a tool?

Options:

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

Question 8

Which of the following areas would technology help to support during the service lifecycle?

1. Data mining and workflow

2. Measurement and reporting

3. Release and deployment

4. Process design

Options:

A.

2 and 3 only

B.

2 and 4 only

C.

1 and 3 only

D.

All of the above

Question 9

Which of the following options is a hierarchy that is used in knowledge management?

Options:

A.

Wisdom - Information - Data - Knowledge

B.

Data - Information - Knowledge - Wisdom

C.

Knowledge - Wisdom - Information - Data

D.

Information - Data - Knowledge - Wisdom

Question 10

Which statement should NOT be part of the value proposition for Service Design?

Options:

A.

Reduced total cost of ownership

B.

Improved quality of service

C.

Improved Service alignment with business goals

D.

Better balance of technical skills to support live services

Question 11

Which of the following is NOT an objective of request fulfillment?

Options:

A.

To provide information to users about what services are available and how to request them

B.

To update the service catalogue with services that may be requested through the service desk

C.

To provide a channel for users to request and receive standard services

D.

To source and deliver the components of standard services that have been requested

Question 12

Access management is closely related to which other process?

Options:

A.

Capacity management only

B.

3rd line support

C.

Information security management

D.

Change management

Question 13

Which of the following is service transition planning and support NOT responsible for?

Options:

A.

Prioritizing conflicts for service transition resources

B.

Coordinating the efforts required to manage multiple simultaneous transitions

C.

Maintaining policies, standards and models for service transition activities and processes

D.

Detailed planning of the build and test of individual changes

Question 14

Which one of the following is an objective of release and deployment management?

Options:

A.

To standardize methods and procedures used for efficient and prompt handling of all changes

B.

To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

C.

To ensure that the overall business risk of change is optimized

D.

To define and agree release and deployment plans with customers and stakeholders

Question 15

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Options:

A.

Service transition planning and support

B.

Design coordination

C.

Service level management

D.

Change management

Question 16

Which one of the following is the purpose of service level management?

Options:

A.

To carry out the service operations activities needed to support current IT services

B.

To ensure that sufficient capacity is provided to deliver the agreed performance of services

C.

To create and populate a service catalogue

D.

To ensure that an agreed level of IT service is provided for all current IT services

Question 17

When can a known error record be raised?

1. At any time it would be useful to do so

2. After a workaround has been found

Options:

A.

2 only

B.

1 only

C.

Neither of the above

D.

Both of the above

Question 18

Which of the following statements BEST describes the aims of release and deployment management?

Options:

A.

To build, test and deliver the capability to provide the services specified by service design

B.

To ensure that each release package specified by service design consists of a set of related assets and service components

C.

To ensure that all changes can be tracked, tested and verified if appropriate

D.

To record and manage deviations, risks and issues related to the new or changed service

Question 19

Which statement BEST represents the guidance on incident logging?

Options:

A.

Incidents must only be logged if a resolution is not immediately available

B.

Only incidents reported to the service desk can be logged

C.

All incidents must be fully logged

D.

The service desk decide which incidents to log

Question 20

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Options:

A.

Service level management

B.

Problem management

C.

Change management

D.

Event management

Question 21

Which role is responsible for carrying out the activities of a process?

Options:

A.

Process owner

B.

Change manager

C.

Service manager

D.

Process practitioner

Question 22

What is a RACI model used for?

Options:

A.

Performance analysis

B.

Recording configuration items

C.

Monitoring services

D.

Defining roles and responsibilities

Question 23

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Options:

A.

RACI model

B.

Incident model

C.

Continual service improvement (CSI) approach

D.

The Deming Cycle

Question 24

A process owner is responsible for which of the following?

1. Defining the process strategy

2. Assisting with process design

3. Improving the process

4. Performing all activities involved in a process

Options:

A.

2, 3 and 4 only

B.

All of the above

C.

1, 2 and 3 only

D.

1, 2 and 4 only

Question 25

Who is responsible for defining metrics for change management?

Options:

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

Question 26

Can service operation improve efficiency in the business operation by automating common routines?

Options:

A.

No, automating common routines improves effectiveness but not efficiency

B.

Yes, through automating common routines and introducing the service knowledge management

System (SKMS)

C.

Yes, through automating common routines, more productive work can be carried out

D.

No, automating common routines only results in preventing common problems

Question 27

What is the type of notification that should be sent when a threshold has been reached, something

has changed or a failure has occurred?

Options:

A.

An emergency change

B.

An alert

C.

An emergency event

D.

A request for change

Question 28

What do major incidents require?

Options:

A.

Separate procedures.

B.

Less urgency

C.

Longer timescales

D.

Less documentation

Question 29

What is a change of state that has significance for the management of a configuration item (CI)

called?

Options:

A.

An event

B.

A baseline

C.

A change to a service level agreement

D.

A request for change (RFC.

Question 30

Which one of the following generates demand for services?

Options:

A.

Infrastructure trends

B.

Patterns of business activity (PBA.

C.

Cost of providing support

D.

Service level agreements (SLA.

Question 31

What would be the next step in the continual service improvement (CSI) model after:

1. What is the vision?

2. Where are we now?

3. Where do we want to be?

4. How do we get there?

5. Did we get there?

6. ?

Options:

A.

What is the return on investment (ROI)?

B.

How much did it cost?

C.

How do we keep the momentum going?

D.

What is the value on investment (VOI)?

Question 32

Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Options:

A.

Profit

B.

Preparation

C.

Products

D.

Potential

Question 33

Which of the following is NOT one of the five individual aspects of service design?

Options:

A.

The design of the service portfolio, including the service catalogue

B.

The design of new or changed services

C.

The design of market spaces

D.

The design of the technology architectures

Question 34

Which one of the following do technology metrics measure?

Options:

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

Question 35

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Options:

A.

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

B.

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

C.

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

D.

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Question 36

Which one of the following activities does application management perform?

Options:

A.

Defining where the vendor of an application should be located

B.

Ensuring that the required functionality is available to achieve the required business outcome

C.

Deciding who the vendor of storage devices will be

D.

Agreeing the service levels for the service supported by the application

Question 37

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

Options:

A.

All of the above

B.

1, 2 and 3 only

C.

2 and 4 only

D.

3 and 4 only

Question 38

Which of the following BEST describes technical management?

Options:

A.

A function responsible for facilities management and building control systems

B.

A function that provides hardware repair services for technology involved in the delivery of service to customers

C.

Senior managers responsible for all staff within the technical support function

D.

A function that includes providing technical expertise and overall management of the IT infrastructure

Question 39

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Options:

A.

Service level management

B.

IT operations management

C.

Capacity management

D.

Incident management

Question 40

Which of the following is the BEST description of a centralized service desk?

Options:

A.

The desk is co-located within or physically close to the user community it serves

B.

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

C.

The desk provides 24 hour global support

D.

There is a single desk in one location serving the whole organization

Question 41

Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder

2. It defines activities that are executed by a single function

Options:

A.

Both of the above

B.

1 only

C.

Neither of the above

D.

2 only

Question 42

What is the act of transforming resources and capabilities into valuable service better known as?

Options:

A.

Service management

B.

Incident management

C.

Resource management

D.

Service support

Question 43

Which of the following is NOT a source of best practice?

Options:

A.

Standards

B.

Technology

C.

Academic research

D.

Internal experience

Question 44

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Question 45

Which one of the following would NOT be defined as part of every process?

Options:

A.

Roles

B.

Inputs and outputs

C.

Functions

D.

Metrics

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