ITIL Foundation (ITIL-F) Free Practice Test

Question 1

Which of the following is an enabler of best practice?

A. Academic research

B. Standards

C. Technology

D. Internal experience

Correct Answer: C

Question 2

Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

A. 1 and 2 only

B. 1 and 3 only

C. All of the above

D. 2 and 3 only

Correct Answer: C

Question 3

Which of the following are CORRECT Service Design Aspects?
1 ) Service Solutions for new or changed services
2 ) Management policies and guidelines
3 ) Business requirements technology and management architectures
4 ) Process requirements technology and management architectures

A. 1 and 4

B. 1 and 2

C. 2 and 3

D. 3 and 4

Correct Answer: A

Question 4

Which is an example of improving service utility using service management automation?

A. Faster resource allocation

B. Reducing the time to compile service data

C. Monitoring service availability

D. Pre-determined routing of a service request

Correct Answer: A

Question 5

The BEST description of an incident is:

A. An unplanned disruption of service unless there is a backup to that service

B. Any disruption to service whether planned or unplanned

C. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

D. An unplanned interruption to service or a reduction in the quality of service

Correct Answer: D

Question 6

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 7

Which one of the following do technology metrics measure?

A. The end-to-end service

B. Customer satisfaction

C. Components

D. Processes

Correct Answer: C

Question 8

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

A. 1 and 2 only

B. 1 and 3 only

C. All of the above

D. 2 and 3 only

Correct Answer: C

Question 9

A Service design package (SDP) would normally be produced for which of the following?
1 . A new IT service
2 . A major change to an IT service
3 . An emergency change to an IT service
4 . An IT service retirement

A. None of the above

B. All of the above

C. 1, 2 and 4 only

D. 2, 3 and 4 only

Correct Answer: C

Question 10

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

Question 11

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service Improvement approach?

A. Service and process improvement

B. Measurable targets

C. Baseline assessments

D. Policy and governance review

Correct Answer: A

Question 12

Who is responsible for defining metrics for change management?

A. The service owner

B. The change advisory board (CAB)

C. The continual service improvement manager

D. The change management process owner

Correct Answer: D

Question 13

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

A. Change management

B. Service level management

C. Continual service improvement

D. Availability management

Correct Answer: B

Question 14

Which two elements of financial management for IT services are mandatory?

A. Budgeting and charging

B. Budgeting and accounting

C. Costing and charging

D. Accounting and charging

Correct Answer: B

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EXIN ITIL Foundation (ITIL-F) Free Practice Test