ITIL 2011 Foundation (PC0-001) Free Practice Test

Question 1

Which of the following is the BEST reason for categorizing incidents?

A. To enable the incident management database to be partitioned for greater efficiency

B. To ensure service levels are met and breaches of agreements are avoided

C. To establish trends for use in problem management and other IT service management (ITSM) activities

D. To identify whether the user is entitled to log an incident for this particular service

Correct Answer: C

Question 2

Which process is responsible for low risk, frequently occurring, low cost changes?

A. Request fulfilment

B. Incident management

C. Release and deployment management

D. Demand management

Correct Answer: A

Question 3

Which of these statements about resources and capabilities is CORRECT?

A. Neither capabilities nor resources are types of service asset

B. Capabilities are types of service asset and resources are not

C. Resources and capabilities are both types of service asset

D. Resources are types of service asset and capabilities are not

Correct Answer: C

Question 4

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

A. A configuration management database (CMDB)

B. The service portfolio

C. The service knowledge management system (SKMS)

D. The forward schedule of change

Correct Answer: C

Question 5

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

A. Service desk

B. Application management

C. Facilities management

D. Technical management

Correct Answer: C

Question 6

Which one of the following would NOT be defined as part of every process?

A. Metrics

B. Roles

C. Inputs and outputs

D. Functions

Correct Answer: D

Question 7

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

A. To ensure that changes are recorded and evaluated

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

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

D. To ensure the impact of changes are understood

Correct Answer: C

Question 8

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

A. Measure

B. Implement

C. Perform

D. Do

Correct Answer: D

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