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

Demo: 45 questions
Total 324 questions
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ITIL Foundation Certification - IT Service Management Questions and Answers

Question 1

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 2

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 3

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 4

Which of the following activities would be performed by a process manager?

1. Monitoring and reporting on process performance

2. Identifying improvement opportunities

3. Appointing people to required roles

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Question 5

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 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 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 8

Which of the following CANNOT be provided by a tool?

Options:

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

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 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 11

Which one of the following can help determine the level of impact of a problem?

Options:

A.

Definitive media library (DML)

B.

Configuration management system (CMS)

C.

Statement of requirements (SOR)

D.

Standard operating procedures (SOP)

Question 12

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 13

Which one of the following is an objective of service catalogue management?

Options:

A.

Negotiating and agreeing service level agreement

B.

Negotiating and agreeing operational level agreements

C.

Ensuring that the service catalogue is made available to those approved to access it

D.

Only ensuring that adequate technical resources are available

Question 14

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 15

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 16

Which process is responsible for controlling, recording and reporting on the relationships between

components of the IT infrastructure?

Options:

A.

Service level management

B.

Change management

C.

Incident management

D.

Service asset and configuration management

Question 17

What BEST describes the value of continual service improvement to the business?

Options:

A.

It supports the creation of a portfolio of quantified services

B.

It results in gradual improvement in cost effectiveness

C.

It improves governance by building controls into service designs

D.

It provides quick and effective access to standard services

Question 18

What BEST describes the value of service transition to the business?

Options:

A.

It supports the creation of a catalogue of services

B.

It leads to gradual and continual improvement in service quality

C.

It provides quick and effective access to standard services

D.

It results in higher volumes of successful change

Question 19

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 20

Which document shows a detailed analysis of business impact and benefits?

Options:

A.

A return on investment

B.

Service level requirements

C.

A business case

D.

A service level agreement

Question 21

Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

Options:

A.

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B.

Public frameworks are always cheaper to adopt

C.

Public frameworks are prescriptive and tell you exactly what to do

D.

Proprietary knowledge has been tested in a wide range of environments

Question 22

Which one of the following is the BEST definition of the term ‘service management’?

Options:

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Question 23

What should a service always deliver to customers?

Options:

A.

Applications

B.

Infrastructure

C.

Value

D.

Resources

Question 24

Which of the following are reasons why ITIL is successful?

1. ITIL is vendor neutral

2. It does not prescribe actions

3. ITIL represents best practice

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Question 25

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 26

Which of these statements about resources and capabilities is CORRECT?

Options:

A.

Resources are types of service asset and capabilities are not

B.

Resources and capabilities are both types of service asset

C.

Capabilities are types of service asset and resources are not

D.

Neither capabilities nor resources are types of service asset

Question 27

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

Options:

A.

Yes: for information purposes, a known error record can be created at any time it is prudent to do so

B.

No: the Known Error should be created before the problem is logged

C.

No: a known error record is created when the original incident is raised

D.

No: a known error record should be created with the next release of the service

Question 28

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Options:

A.

Service level agreements (SLAs)

B.

Third-party contracts

C.

The service portfolio

D.

Operational level agreements (OLAs)

Question 29

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Options:

A.

A service option

B.

A service transition package (STP)

C.

A service design package (SDP)

D.

A service charter

Question 30

Why is it important for service providers to understand patterns of business activity (PBA)?

Options:

A.

PBA are based on organizational roles and responsibilities

B.

IT service providers CANNOT schedule changes until they understand PBA

C.

Demand for the services delivered by service providers are directly influenced by PBA

D.

Understanding PBA is the only way to enable accurate service level reporting

Question 31

Which of the following is an objective of business relationship management?

Options:

A.

To identify patterns of business activity

B.

To ensure high levels of customer satisfaction

C.

To secure funding to manage the provision of services

D.

To ensure strategic plans for IT services exist

Question 32

Which of the following are basic concepts used in access management?

Options:

A.

Personnel, electronic, network, emergency, identity

B.

Rights, access, identity, directory services, service/service components

C.

Physical, personnel, network, emergency, service

D.

Normal, temporary, emergency, personal, group

Question 33

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 34

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 35

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

Options:

A.

Service level management

B.

Service catalogue management

C.

Demand management

D.

Service transition

Question 36

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 37

Which of the following provide value to the business from service strategy?

1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

2. Enabling the service provider to respond quickly and effectively to changes in the business environment

3. Support the creation of a portfolio of quantified services

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Question 38

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Options:

A.

Service design

B.

Service transition

C.

Continual service improvement

D.

Service operation

Question 39

Which of the following are benefits to the business of implementing service transition?

1. Better reuse and sharing of assets across projects and resources

2. Reduced cost to design new services

3. Result in higher volume of successful changes

Options:

A.

1 and 2 only

B.

2 and 3 only

C.

1 and 3 only

D.

None of the above

Question 40

Which one of the following is NOT part of the service design stage of the service lifecycle?

Options:

A.

Designing and maintaining all necessary service transition packages

B.

Producing quality, secure and resilient designs for new or improved services

C.

Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

D.

Measuring the effectiveness and efficiency of service design and the supporting processes

Question 41

Which of the following service desk organizational structures are described in service operation?

1. Local service desk

2. Virtual service desk

3. IT help desk

4. Follow the sun

Options:

A.

1, 2 and 4 only

B.

2, 3 and 4 only

C.

1, 3 and 4 only

D.

1, 2 and 3 only

Question 42

Which function or process would provide staff to monitor events in an operations bridge?

Options:

A.

Technical management

B.

IT operations management

C.

Request fulfilment

D.

Applications management

Question 43

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 44

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 45

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

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Demo: 45 questions
Total 324 questions
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