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

Question 1

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 2

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 3

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 4

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 5

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 6

What is a RACI model used for?

Options:

A.

Performance analysis

B.

Recording configuration items

C.

Monitoring services

D.

Defining roles and responsibilities

Question 7

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 8

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 9

Who is responsible for defining metrics for change management?

Options:

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

Question 10

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 11

Which one of the following is the purpose of service level management?

Options:

A.

To carry out the service operations activities needed to support current IT services

B.

To ensure that sufficient capacity is provided to deliver the agreed performance of services

C.

To create and populate a service catalogue

D.

To ensure that an agreed level of IT service is provided for all current IT services

Question 12

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Options:

A.

Availability management

B.

Capacity management

C.

Design coordination

D.

Release management

Question 13

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 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

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

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 17

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 18

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 19

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 20

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 21

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 22

Which one of the following do technology metrics measure?

Options:

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

Question 23

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".

What are these four Ps?

Options:

A.

People, process, partners, performance

B.

Performance, process, products, problems

C.

People, process, products, partners

D.

People, products, perspective, partners

Question 24

What do customer perceptions and business outcomes help to define?

Options:

A.

The value of a service

B.

Governance

C.

Total cost of ownership (TCO)

D.

Key performance indicators (KPIs)

Question 25

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Options:

A.

Implementing service and process improvements

B.

Reviewing measurements and metrics

C.

Creating a baseline

D.

Defining measurable targets

Question 26

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 27

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 28

Which of the following CANNOT be provided by a tool?

Options:

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

Question 29

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 30

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 31

Which of the following is service transition planning and support NOT responsible for?

Options:

A.

Prioritizing conflicts for service transition resources

B.

Coordinating the efforts required to manage multiple simultaneous transitions

C.

Maintaining policies, standards and models for service transition activities and processes

D.

Detailed planning of the build and test of individual changes

Question 32

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 33

Which statement about the service portfolio is TRUE?

Options:

A.

The service portfolio includes all services except those managed by third parties

B.

It is an integral part of the service catalogue

C.

It allows the organization unlimited resources when planning for new service deployments

D.

It represents all resources presently engaged or being released in various stages of the service lifecycle

Question 34

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Options:

A.

Describes the topography of the hardware

B.

Describes how the configuration items (CIs) work together to deliver the services

C.

Defines which software should be installed on a particular piece of hardware

D.

Defines how version numbers should be used in a release

Question 35

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 36

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 37

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Options:

A.

User

B.

Customer

C.

Supplier

D.

Administrator

Question 38

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Options:

A.

A service object

B.

An incident

C.

A change

D.

A known error

Question 39

What are underpinning contracts used to document?

Options:

A.

The provision of IT services or business services by a service provider

B.

The provision of goods and services by third party suppliers

C.

Service levels that have been agreed between the internal service provider and their customer

D.

Metrics and critical success factors (CSFs) for internal support teams

Question 40

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Options:

A.

A capacity database

B.

A definitive media library

C.

A request for change

D.

A known error database

Question 41

Which is the BEST definition of a supplier?

Options:

A.

It is a third party responsible for supplying goods or services that are required to deliver IT services

B.

It is a shared services unit that is responsible for supplying goods or services that are required to

deliver IT services

C.

It is a third party with responsibility for supplying goods or services that is agreed through an

operational level agreement

D.

It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

Question 42

What is a characteristic of a process?

Options:

A.

It requires a specific tool

B.

It is performance driven and measureable

C.

It provides generic technical skills and resources

D.

It does not react to a specific trigger

Question 43

A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.

What has taken place within the SLA target?

Options:

A.

A functional escalation

B.

A service level escalation

C.

An incident resolution

D.

A hierarchic escalation

Question 44

Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

Options:

A.

Technology, customer, user

B.

Corporate, customer, service

C.

Corporate, customer, technology

D.

Service, user, IT

Question 45

In service design, which term describes services, technologies and tools?

Options:

A.

People

B.

Partners

C.

Products

D.

Processes

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Total 324 questions
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