ITIL - Foundation (ITILFND) Free Practice Test

Question 1

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 2

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 3

With which process is problem management likely to share categorization and impact coding systems?

A. Capacity management

B. Incident management

C. Service asset and configuration management

D. IT service continuity management

Correct Answer: B

Question 4

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

A. Service transition

B. Continual service improvement

C. Service strategy

D. Service design

Correct Answer: C

Question 5

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A. Information

B. Knowledge

C. Data

D. Governance

Correct Answer: B

Question 6

What is the pre-authorized change known as?

A. A standard change

B. A retrospective change

C. An ordinary change

D. A normal change

Correct Answer: A

Question 7

Which of the following are the MAIN objectives of incident management?
1 . To automatically detect service-affecting events
2 . To restore normal service operation as quickly as possible
3 . To minimize adverse impacts on business operations

A. 1 and 2 only

B. 1 and 3 only

C. All of the above

D. 2 and 3 only

Correct Answer: D

Question 8

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

A. Technology, process and service

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

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

D. Strategic, tactical and operational

Correct Answer: A

Question 9

Which of the following should be done when closing an incident?
1 . Check the incident categorization and correct it if necessary
2 . Check that the user is satisfied with the outcome

A. 1 only

B. Both of the above

C. 2 only

D. Neither of the above

Correct Answer: B

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EXIN ITIL - Foundation (ITILFND) Free Practice Test