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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

Which of the following CANNOT be provided by a tool?

Options:

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

Question 2

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 3

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 4

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 5

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 6

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 7

Which one of the following functions would be responsible for the management of a data centre?

Options:

A.

Technical management

B.

Service desk

C.

Application management

D.

Facilities management

Question 8

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 9

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 10

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 11

Which one of the following is NOT an aim of the change management process?

Options:

A.

To ensure the impact of changes are understood

B.

To ensure that changes are recorded and evaluated

C.

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

D.

To deliver and manage IT services at agreed levels to business users

Question 12

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 13

The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Options:

A.

Customer level

B.

Service level

C.

Corporate level

D.

Configuration level

Question 14

In which document would you expect to see an overview of actual service achievements against targets?

Options:

A.

Operational level agreement (OLA)

B.

Capacity plan

C.

Service level agreement (SLA)

D.

SLA monitoring chart (SLAM)

Question 15

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Options:

A.

Service level management

B.

Service portfolio management

C.

Request fulfilment

D.

Demand management

Question 16

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 17

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 18

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 fulfilment

Question 19

Which of the following is NOT an objective of Continual Service Improvement?

Options:

A.

Review and analyze Service Level Achievement results

B.

Identify activities to improve the efficiency of service management processes

C.

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D.

Conduct activities to deliver and manage services at agreed levels to business users

Question 20

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Options:

A.

Event management, incident management, problem management, request fulfilment, and access management

B.

Event management, incident management, change management, and access management

C.

Incident management, problem management, service desk, request fulfilment, and event management

D.

Incident management, service desk, request fulfilment, access management, and event management

Question 21

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

Options:

A.

Internal

B.

External

C.

Service desk

D.

Shared services unit

Question 22

Which of the following statements about service asset and configuration management is/are CORRECT?

1. A configuration item (CI) can exist as part of any number of other CIs at the same time

2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

Options:

A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

Question 23

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 24

Which of the following BEST describes a problem?

Options:

A.

An issue reported by a user

B.

The cause of two or more incidents

C.

A serious incident which has a critical impact to the business

D.

The cause of one or more incidents

Question 25

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 26

Which process is responsible for the availability, confidentiality and integrity of data?

Options:

A.

Service catalogue management

B.

Service asset and configuration management

C.

Change management

D.

Information security management

Question 27

Where should the following information be stored?

1. The experience of staff

2. Records of user behaviour

3. Supplier's abilities and requirements

4. User skill levels

Options:

A.

The change schedule

B.

The service portfolio

C.

A configuration management database (CMDB)

D.

The service knowledge management system (SKMS)

Question 28

What are the categories of events described in the ITIL service operation book?

Options:

A.

Informational, scheduled, normal

B.

Scheduled, unscheduled, emergency

C.

Informational, warning, exception

D.

Warning, reactive, proactive

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 of the following is the BEST description of a service-based service level agreement (SLA)?

Options:

A.

The SLA covers one service, for all the customers of that service

B.

The SLA covers an individual customer group for all services they use

C.

An SLA that covers all customers for all services

D.

An SLA for a service with no customers

Question 31

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 32

Which of the following is the best definition of service management?

Options:

A.

The ability to keep services highly available to meet the business needs

B.

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

C.

A complete set of all the documentation required to deliver world class services to customers

D.

An internationally recognized methodology to provide valuable services to customers

Question 33

Which reason describes why ITIL is so successful?

Options:

A.

The five ITIL volumes are concise

B.

It is not tied to any particular vendor platform

C.

It tells service providers exactly how to be successful

D.

It is designed to be used to manage projects

Question 34

What should a service always deliver to customers?

Options:

A.

Applications

B.

Infrastructure

C.

Value

D.

Resources

Question 35

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 36

Which one of the following do technology metrics measure?

Options:

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

Question 37

The consideration of value creation is a principle of which stage of the service lifecycle?

Options:

A.

Continual service improvement

B.

Service strategy

C.

Service design

D.

Service transition

Question 38

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Options:

A.

Return on investment (ROI), value on investment (VOI), quality

B.

Strategic, tactical and operational

C.

Critical success factors (CSFs), key performance indicators (KPIs), activities

D.

Technology, process and service

Question 39

Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

Options:

A.

Suppliers, manufacturers and vendors

B.

Customers

C.

Internal departments

D.

The facilities management function

Question 40

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 41

Why is ITIL successful?

Options:

A.

It always guarantees cost savings

B.

Its practices are applicable to any IT organisation

C.

It makes technology architecture easy to design

D.

It can be fully implemented in 30 days

Question 42

What BEST defines serviceability?

Options:

A.

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

B.

How long a service or component can perform its agreed function without failure

C.

The ability of a third-party supplier to meet the terms of its contract

D.

The part of the business process that is critical to providing the service

Question 43

Which describes a proactive trigger for problem management?

Options:

A.

Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

B.

Analysis of an incident by a technical support group which reveals that an underlying problem exists,

or is likely to exist

C.

Suspicion or detection of a cause of one or more incidents by the service desk

D.

Trending of historical incident records to identify one or more underlying causes

Question 44

What do major incidents require?

Options:

A.

Separate procedures.

B.

Less urgency

C.

Longer timescales

D.

Less documentation

Question 45

Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

Options:

A.

Service transition

B.

Service level management

C.

Service operation.

D.

Service Design.

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Demo: 45 questions
Total 324 questions
Get ITIL-Foundation Full Access Download ITIL-Foundation PDF