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Exin ITILFND ITIL - Foundation Exam Practice Test

Demo: 75 questions
Total 503 questions

ITIL - Foundation Questions and Answers

Question 1

Which of the four dimensions focuses or managing data in compliance with industry regulations?

Options:

A.

Partners and suppliers

B.

Organizations and people

C.

Value streams and processes

D.

Information and technology

Question 2

Which is an input to the service value system?

Options:

A.

The system of directing and controlling an organization

B.

A model to help meet stakeholders expectations

C.

Recommendations to help an organization in all aspects of its work

D.

A need from consumers for new or changes services

Question 3

What should remain constant within an organization, even when the organization's objectives change?

Options:

A.

Outputs

B.

Guiding principles

C.

Service offerings

D.

Outcomes

Question 4

Which practice balance management of risk with maximizing throughput?

Options:

A.

Change enablement

B.

Continual improvement

C.

Incident management

D.

Problem management

Question 5

What type of change is often used for resolving incidents or implementing security patches?

Options:

A.

Standard change

B.

Normal change

C.

Emergency change

D.

Change model

Question 6

Which is the FIRST thing to consider when focusing on value?

Options:

A.

Identifying the service customer who will receive value

B.

Defining customer experience and user experience

C.

Understanding what is valuable to the service consumer

D.

Ensuring value is co-created by improvement initiatives.

Question 7

Which practice ensures that a variety of access channels are available for users to report issues?

Options:

A.

Service desk

B.

Service level management

C.

Incident management

D.

Change enablement

Question 8

Which is described by the ‘organizations and people’ dimension of service management?

Options:

A.

Communication and collaboration

B.

Workflows and controls

C.

Inputs and outputs

D.

Contracts and agreement

Question 9

Which step of the 'continual improvement model' defines measurable targets?

Options:

A.

how we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

Question 10

What is the definition of “service management”?

Options:

A.

A result for a stakeholder enabled by one or more outputs

B.

A formal description of one or more services, designed to address the needs of a target consumer group

C.

Join activities performed by a service provider and a service consumer to ensure continual value co-creation

D.

A set of specialized organizational capabilities for enabling value for customers in the form of services.

Question 11

Which is part of the value proposition of a service?

Options:

A.

Costs removed from the consumer by the service

B.

Costs imposed on the consumer by the service

C.

Outputs of the service received by the consumer

D.

Risks imposed on the consumer by the service

Question 12

Which practice handles all pre-defined user-initiated service actions?

Options:

A.

Deployment management

B.

Incident management

C.

Service level management

D.

Service request management

Question 13

What is included in the purpose of the 'release management' practice?

Options:

A.

Authorizing changes to proceed

B.

Making new features available for use

C.

Moving new software to live environments

D.

Ensuring information about services is available

Question 14

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Options:

A.

Information security management

B.

Continual improvement

C.

Monitoring and event management

D.

Service level management

Question 15

Which activity is NOT recommended by the start where you are' guiding principle?

Options:

A.

Involving people who are not familiar with a service when observing and assessing its activities

B.

Applying risk management when considering to introduce new processes

C.

Using source data to avoid any unintentional data distortion found in reports

D.

Discarding existing processes before assessing their usefulness

Question 16

What is used as a tool to help define and measure performance?

Options:

A.

A continual improvement register

B.

An incident record

C.

A change schedule

D.

A service level agreement

Question 17

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

Options:

A.

Change

B.

Event

C.

Known error

D.

Problem

Question 18

What is MOST LIKELY to be handled as a service request?

Options:

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

Question 19

Which is the MOST important stakeholder group that a service provider needs to collaborate with?

Options:

A.

Suppliers

B.

Customers

C.

Relationship managers

D.

Developers

Question 20

Which is an example are problem control activity?

Options:

A.

Reviewing incident records to identify trends

B.

Implementing a technical fix to resolve an issue

C.

Re-assessing a known error to understand the ongoing impact

D.

Documenting the steps in a workaround

Question 21

Which phase of problem management includes analysing incidents to look for patterns and trends?

Options:

A.

Problem identification

B.

Problem control

C.

Error control

D.

Post-implementation review

Question 22

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Options:

A.

Plan

B.

Improve

C.

Design and transition

D.

Deliver and support

Question 23

What is the purpose of the ‘deployment management’ practice?

Options:

A.

To protect the information needed by the organization to conduct its business

B.

To make new and changed services and features available for use

C.

To move new or changed components to live environments

D.

To plan and manage the full lifecycle of all IT assets.

Question 24

A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

Options:

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

Question 25

Which is an activity of the 'incident management" practice?

Options:

A.

Assessing and prioritizing improvement opportunities

B.

Performing service reviews with customers

C.

Providing good-quality updates when expected

D.

Automating service requests to the greatest degree possible

Question 26

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

Options:

A.

relationships with suppliers

B.

configuration of services

C.

skills of people

D.

authorization of changes

Question 27

Which statement about the service value chain is CORRECT?

Options:

A.

The service value chain converts value into demand

B.

Each value chain activity uses different combinations of practices to convert inputs into outputs

C.

Each value chain activity identifies a requirement for resources from an external supplier

D.

The service value chain uses value streams to describe a combination of consumers and providers

Question 28

Which statement about standard changes is CORRECT?

Options:

A.

A full assessment should be completed each time the change is implemented

B.

The change can be implemented with less testing if necessary

C.

The appropriate change authority should be assigned to each type of change

D.

The change does not require additional authorization

Question 29

Which action is performed by a service provider?

Options:

A.

Requesting required service actions

B.

Authorizing budget for service consumption

C.

Ensuring access to agreed resources

D.

Receiving of the agreed goods

Question 30

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Options:

A.

Service configuration management

B.

Service desk

C.

Problem management

D.

Deployment management

Question 31

Which statement about ‘continual improvement’ is CORRECT?

Options:

A.

All improvement ideas should be logged in a single ‘continual improvement register’

B.

A single team should carry out ‘continual improvement’ across the organization

C.

‘Continual improvement’ should have minimal interaction with other practices

D.

Everyone in the organization is responsible for some aspects of ‘continual improvement’

Question 32

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

Options:

A.

Service providers are able to respond more quickly to customer needs

B.

Bottlenecks in the service provider's workflow are identified.

C.

The complexities of the service provider's IT systems are identified.

D.

The service provider gains a better understanding of the customer experience.

Question 33

How should an organization prioritize incidents?

Options:

A.

Ask the user for their preferred resolution timeframe.

B.

Assess the availability of the appropriate support team.

C.

Use an agreed classification which is based on the business impact of the incident.

D.

Create an order of incidents based on the dates and times when they were logged.

Question 34

Which is an activity of ‘problem identification’?

Options:

A.

Analyzing information from software developers

B.

Establishing problem workarounds

C.

Analyzing the cause of problems

D.

Establishing potential permanent solutions

Question 35

Which statement about the ‘service request management’ practice is CORRECT?

Options:

A.

Service requests are fulfilled using simple workflows

B.

A new workflow is created for each type of request

C.

Additional approval is sometimes needed for restoration of service

D.

Financial authorization is sometimes required for service requests

Question 36

Which describe a 'change authority'?

Options:

A.

a model used to determine who will assess a change

B.

A person who approves a change

C.

A tool used to help plan changes

D.

A way to manage the people aspects of change

Question 37

Which practice's purpose includes creating closer more collaborative relationships?

Options:

A.

Supplier management

B.

Information security management

C.

Release management

D.

Service configuration management

Question 38

Which activity is part of the 'continual improvement' practice?

Options:

A.

Identifying the cause of incidents and recommending related improvements

B.

Authorizing changes to implement improvements

C.

Logging and managing incidents that result in improvement opportunities

D.

Making business cases for improvement action

Question 39

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Options:

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Problem management

Question 40

Which practice updates information relating to symptoms and business impact?

Options:

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management

Question 41

What type of change is MOST likely to be managed by the 'service request management' practice?

Options:

A.

An emergency change

B.

A normal change

C.

An application change

D.

A standard change

Question 42

What helps diagnose and resolve a simple incident?

Options:

A.

Rapid escalation

B.

Formation of a temporary team

C.

The use of scripts

D.

Problem prioritization

Question 43

How should the workflow for a new service request be designed?

Options:

A.

Use a single workflow for all types of service request

B.

Leverage existing workflows whenever possible

C.

Use different workflows for each type of service request

D.

Avoid workflows for simple service requests

Question 44

Which practice provides a single point of contact for users?

Options:

A.

Incident management

B.

Change control

C.

Service desk

D.

Service request management

Question 45

Which is included in the purpose of the ‘design and transition’ value chain activity?

Options:

A.

Ensuring that service components are available when needed

B.

Providing transparency and good stakeholder relationships

C.

Supporting services according to specifications

D.

Continually meeting stakeholder expectations for costs

Question 46

What should be used to set user expectations for request fulfilment times?

Options:

A.

The consumer demand for the service

B.

The time that the customer indicates for service delivery

C.

The service levels of the supplier

D.

The time needed to realistically deliver the service

Question 47

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

Options:

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

Question 48

Which dimension includes a workflow management system?

Options:

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

Question 49

Which is a key consideration for the guiding principle 'keep it simple and practical'?

Options:

A.

Try to create a solution for every exception

B.

Start with a complex solution, then simplify

C.

Understand how each element contributes to value creation

D.

Ignore the conflicting objectives of different stakeholders

Question 50

What should all 'continual improvement' decisions be based on?

Options:

A.

Accurate and carefully analysed data

B.

Details of how services are measured

C.

A recent maturity assessment

D.

An up-to-date balanced scorecard

Question 51

Which statement about costs is CORRECT?

Options:

A.

Costs removed from the consumer are part of service consumption

B.

Costs imposed on the consumer are costs of service utility

C.

Costs removed from the consumer are part of the value proposition

D.

Costs imposed on the consumer are costs of service warranty

Question 52

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Options:

A.

Service management

B.

Continual improvement

C.

A service

D.

An IT asset

Question 53

Which describes a standard change?

Options:

A.

A high-risk change that needs very thorough assessment

B.

A change that is typically implemented as a service request

C.

A change that must be implemented as soon as possible

D.

A change that needs to be scheduled, assessed and authorized following a defined process

Question 54

What is an output?

Options:

A.

A possible event that could cause harm or loss

B.

Something created by carrying out an activity

C.

A result for a stakeholder

D.

A change of state that has significance for the management of a configuration item

Question 55

Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?]

are managed appropriately to support the seamless provision of quality products and services.

Options:

A.

costs

B.

users

C.

value

D.

performances

Question 56

Which is NOT a component of the service value system?

Options:

A.

The guiding principles

B.

Governance

C.

Practices

D.

The four dimensions of service management

Question 57

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Options:

A.

Relationship management

B.

Continual improvement

C.

Service configuration management

D.

Service level management

Question 58

What is a service?

Options:

A.

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

B.

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

C.

A tangible or intangible deliverable of an activity

D.

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

Question 59

Which of these activities is carried out as part of ‘problem management’?

Options:

A.

Creating incident records

B.

Diagnosing and resolving incidents

C.

Escalating incidents to a support team for resolution

D.

Trend analysis of incident records

Question 60

Service transition contains detailed descriptions of which processes?

Options:

A.

Change management, service asset and configuration management, release and deployment

management

B.

Change management, capacity management, event management, service request management

C.

Service level management, service portfolio management, service asset and configuration management

D.

Service asset and configuration management, release and deployment management, request fulfillment

Question 61

Which guiding principle considers customer and user experience?

Options:

A.

Collaborate and promote visibility

B.

Focus on value

C.

Start where you are

D.

Keep it simple and practical

Question 62

Which is a supplier category?

Options:

A.

Technical

B.

Commodity

C.

Customer

D.

Resource

Question 63

Which is an example of improving service utility using service management automation?

Options:

A.

Pre-determined routing of a service request

B.

Reducing the time to compile service data

C.

Monitoring service availability

D.

Faster resource allocation

Question 64

Which process is used to compare the value that new services offer with the value of the services they have

replaced?

Options:

A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

Question 65

Which process works with incident management to ensure that security breaches are detected and logged?

Options:

A.

Change management

B.

Service level management

C.

Access management

D.

Continual service improvement

Question 66

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Options:

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

Question 67

Identify the missing word in the following sentence.

A user is [?] that uses services.

Options:

A.

an organization

B.

a role

C.

a team

D.

a supplier

Question 68

What do customer perceptions and business outcomes help to define?

Options:

A.

The value of a service

B.

Service metrics

C.

The total cost of a service

D.

Key performance indicators (KPIs)

Question 69

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Options:

A.

Service configuration management

B.

Service desk

C.

IT asset management

D.

Monitoring and event management

Question 70

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Options:

A.

Problem management

B.

Incident management

C.

Deployment management

D.

Supplier management

Question 71

An SLA is a service level agreement.

Which describes the ‘watermelon SLA’ effect?

Options:

A.

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

B.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

Question 72

Which statement about the 'service desk1 practice is CORRECT?

Options:

A.

It provides a link with stakeholders at strategic and tactical levels

B.

It carries out change assessment and authorization

C.

It investigates the cause of incidents

D.

It needs a practical understanding of the business processes

Question 73

What is the PRIMARY use of a change schedule?

Options:

A.

To support the ‘incident management’ practice and improvement planning

B.

To manage emergency changes

C.

To plan changes and help avoid conflicts

D.

To manage standard changes

Question 74

Which value chain activity ensures the availability of service components?

Options:

A.

Improve

B.

Deliver and support

C.

Engage

D.

Obtain/build

Question 75

Which is a key requirement for a successful service level agreement (SLA)?

Options:

A.

Using individual metrics that relate to the service catalogue

B.

Using bundled metrics to relate performance to outcomes

C.

Using single-system-based metrics that relate to outputs

D.

Using an agreement between the service provider and service supplier

Demo: 75 questions
Total 503 questions