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ITIL ITIL-Foundation ITIL Foundation Certification - IT Service Management Exam Practice Test

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Total 324 questions
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ITIL Foundation Certification - IT Service Management Questions and Answers

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Question 1

Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident

2. Chronological order of steps to resolve the incident

Options:

A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

Question 2

Which of the following is NOT a valid objective of problem management?

Options:

A.

To prevent problems and their resultant Incidents

B.

To manage problems throughout their lifecycle

C.

To restore service to a user

D.

To eliminate recurring incidents

Question 3

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 4

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Options:

A.

Data

B.

Information

C.

Knowledge

D.

Governance

Question 5

Hierarchic escalation is BEST described as?

Options:

A.

Notifying more senior levels of management about an incident

B.

Passing an incident to people with a greater level of technical skill

C.

Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

D.

Failing to meet the incident resolution times specified in a service level agreement

Question 6

In which of the following areas would ITIL complementary guidance provide assistance?

1. Adapting best practice for specific industry sectors

2. Integrating ITIL with other operating models

Options:

A.

Both of the above

B.

Neither of the above

C.

Option 1 only

D.

Option 2 only

Question 7

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Options:

A.

Service operation

B.

Service transition

C.

Continual service improvement

D.

Service strategy

Question 8

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

Options:

A.

Service Strategy

B.

Continual Service Improvement

C.

Service Operation

D.

Service Design

Question 9

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?

1. Providing an understanding of what strategy is

2. Ensuring a working relationship between the customer and service provider

3. Defining how value is created

Options:

A.

1 only

B.

2 only

C.

3 only

D.

All of the above

Question 10

Which of the following is NOT an objective of service transition?

Options:

A.

To ensure that a service can be managed, operated and supported

B.

To provide training and certification in project management

C.

To provide quality knowledge and information about services and service assets

D.

To plan and manage the capacity and resource requirements to manage a release

Question 11

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 12

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 13

Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

Options:

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Question 14

Which of the following processes are performed by the service desk?

1. Capacity management

2. Request fulfilment

3. Demand management

4. Incident management

Options:

A.

All of the above

B.

3 and 4 only

C.

2 and 4 only

D.

2 only

Question 15

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 16

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 17

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 18

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 19

Which of the following CANNOT be provided by a tool?

Options:

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

Question 20

Which one of the following does service metrics measure?

Options:

A.

Functions

B.

Maturity and cost

C.

The end-to-end service

D.

Infrastructure availability

Question 21

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 22

Which of the following are classed as stakeholders in service management?

1. Customers

2. Users

3. Suppliers

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Question 23

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options:

A.

Business services

B.

Component services

C.

Supporting services

D.

Customer services

Question 24

Which is the correct definition of a customer facing service?

Options:

A.

One which directly supports the business processes of customers

B.

A service that cannot be allowed to fail

C.

One which is not covered by a service level agreement

D.

A service not directly used by the business

Question 25

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

Options:

A.

Standards

B.

Technology

C.

Academic research

D.

Internal experience

Question 26

Which of the following would be examined by a major problem review?

1. Things that were done correctly

2. Things that were done incorrectly

3. How to prevent recurrence

4. What could be done better in the future

Options:

A.

1 only

B.

2 and 3 only

C.

1, 2 and 4 only

D.

All of the above

Question 27

Which one of the following is NOT an objective of problem management?

Options:

A.

Minimizing the impact of incidents that cannot be prevented

B.

Preventing problems and resulting incidents from happening

C.

Eliminating recurring incidents

D.

Restoring normal service operation as quickly as possible

Question 28

Which one of the following is the BEST definition of reliability?

Options:

A.

The availability of a service or component

B.

The level of risk that affects a service or process

C.

How long a service or configuration item (CI) can perform its function without failing

D.

How quickly a service or component can be restored to normal working order

Question 29

Which two elements of financial management for IT services are mandatory?

Options:

A.

Budgeting and charging

B.

Accounting and charging

C.

Budgeting and accounting

D.

Costing and charging

Question 30

Which one of the following would NOT involve event management?

Options:

A.

Intrusion detection

B.

Recording and monitoring environmental conditions in the data centre

C.

Recording service desk staff absence

D.

Monitoring the status of configuration items

Question 31

Which role is accountable for the operational management of a process?

Options:

A.

Process practitioner

B.

Process manager

C.

Service manager

D.

Change manager

Question 32

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 33

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

Options:

A.

Be accountable for the outcome of an activity

B.

Perform an activity

C.

Be kept up-to-date on the progress of an activity

D.

Manage an activity

Question 34

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Options:

A.

The IT director

B.

The process owner

C.

The service owner

D.

The customer

Question 35

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 36

In which of the following should details of a workaround be documented?

Options:

A.

The service level agreement (SLA)

B.

The problem record

C.

The availability management information system

D.

The IT service continuity plan

Question 37

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Options:

A.

Outcome

B.

Incident

C.

Change

D.

Problem

Question 38

Which one of the following are the two primary elements that create value for customers?

Options:

A.

Value on investment (VOI) and return on investment (ROI)

B.

Customer and user satisfaction

C.

Service requirements and warranty

D.

Resources and capabilities

Question 39

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 40

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 41

Which statement about Business Cases is TRUE?

Options:

A.

Business Cases should focus on both the financial and non-financial impacts of the proposed project or service

B.

Business Cases should focus on only the financial impacts of the proposed project to secure support

and funding

C.

Business Cases should focus on only the non-financial business impacts of the proposed project to

secure proper high-level management support

D.

Business cases should only focus on how the proposed project can lower costs and improve customer

satisfaction, listing measures and targets

Question 42

Which statement is CORRECT?

Options:

A.

The configuration management system is part of the known error database

B.

The service knowledge management system is part of the configuration management system.

C.

The configuration management system is part of the service knowledge management system.

D.

The configuration management system is part of the configuration management database.

Question 43

Where should all master copies of controlled software and documentation be stored?

Options:

A.

In the definitive software library

B.

In the definitive media library

C.

In the definitive security library

D.

In the definitive production library

Question 44

Which process analyses services that are no longer viable and when they should be retired?

Options:

A.

Change management

B.

Service portfolio management

C.

Service level management

D.

Business relationship management

Question 45

Which tool helps with defining accountability and responsibility within processes?

Options:

A.

A CSI register

B.

A project charter

C.

A RACI model

D.

A communications plan

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