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Exin ITIL-F ITIL Foundation Exam Practice Test

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Total 324 questions
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ITIL Foundation Questions and Answers

Question 1

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 2

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 3

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 4

Which of the following CANNOT be provided by a tool?

Options:

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

Question 5

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 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 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 8

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 9

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 10

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 11

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 12

The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?

Options:

A.

People, process, partners, performance

B.

Performance, process, products, plans

C.

People, process, products, partners

D.

People, products, plans, partners

Question 13

Which one of the following do technology metrics measure?

Options:

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

Question 14

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 15

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 16

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 17

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 18

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Options:

A.

To ensure that a service can be managed and operated in accordance with constraints specified during design

B.

To design and develop capabilities for service management

C.

To provide good-quality knowledge and information about services

D.

To plan the resources required to manage a release

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 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 21

Which process is responsible for managing relationships with vendors?

Options:

A.

Change management

B.

Service portfolio management

C.

Supplier management

D.

Continual service improvement

Question 22

Which of the following identifies the purpose of design coordination?

Options:

A.

Provide a single point of control for all activities and processes within the service design stage of the lifecycle

B.

Ensuring all service designs have availability designed into them

C.

Designing of all the links between every service design process and all other processes in the service lifecycle

D.

Control of all supplier relationships from design right through to the production environment

Question 23

Which one of the following do major incidents require?

Options:

A.

Separate procedures

B.

Less urgency

C.

Longer timescales

D.

Less documentation

Question 24

What is the PRIMARY process for strategic communication with the service provider's customers?

Options:

A.

Service catalogue management

B.

Service portfolio management

C.

Service desk

D.

Business relationship management

Question 25

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 26

Which process is responsible for providing the rights to use an IT service?

Options:

A.

Incident management

B.

Access management

C.

Change management

D.

Request fulfillment

Question 27

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Options:

A.

Continual service improvement

B.

Change management

C.

Service level management

D.

Availability management

Question 28

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 29

What is the name of the group that should review changes that must be implemented faster than the normal change process?

Options:

A.

Technical management

B.

Emergency change advisory board

C.

Urgent change board

D.

Urgent change authority

Question 30

Remediation planning is BEST described in which of the following ways?

Options:

A.

Planning how to recover the cost of a change

B.

Planning the steps required to be taken if a change is unsuccessful

C.

Planning how to compensate a user for a failed change

D.

Planning how to advise the change requestor of a failed change

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 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 33

How many people should be accountable for a process as defined in the RACI model?

Options:

A.

As many as necessary to complete the activity

B.

Only one - the process owner

C.

Two - the process owner and the process enactor

D.

Only one - the process architect

Question 34

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 35

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 36

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Options:

A.

A change

B.

A change model

C.

A change request

D.

A change advisory board

Question 37

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 38

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Options:

A.

Do

B.

Perform

C.

Implement

D.

Measure

Question 39

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 40

Which one of the following is the BEST definition of an event?

Options:

A.

Any change of state that has significance for the management of a configuration item (CI) or IT service

B.

An unplanned interruption to an IT service or a reduction in the quality of an IT service

C.

The unknown cause of one or more incidents that have an impact on an IT service

D.

Reducing or eliminating the cause of an incident or problem

Question 41

What should a service always deliver to customers?

Options:

A.

Applications

B.

Infrastructure

C.

Value

D.

Resources

Question 42

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 43

What are customers of IT services who do NOT work in the same organization as the service provider known as?

Options:

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

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 of the following is NOT a source of best practice?

Options:

A.

Standards

B.

Technology

C.

Academic research

D.

Internal experience

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