ITIL Foundation (syllabus 2011) (EX0-001) Free Practice Test

Question 1

What is a service delivered between two business units in the same organization known as?

A. Delivered service

B. External service

C. Internal service

D. Strategic service

Correct Answer: C

Question 2

Which statement BEST represents the guidance on incident logging?

A. Incidents must only be logged if a resolution is not immediately available

B. The service desk decide which incidents to log

C. All incidents must be fully logged

D. Only incidents reported to the service desk can be logged

Correct Answer: C

Question 3

Which process would you MOST expect to be involved in the management of underpinning contracts?

A. Change management

B. Supplier management

C. Release and deployment management

D. Service catalogue management

Correct Answer: B

Question 4

What are customers of IT services who work in the same organization as the service provider known as?

A. External customers

B. Internal customers

C. Strategic customers

D. Valued customers

Correct Answer: B

Question 5

Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?

A. Incident model

B. The Deming Cycle

C. RACI model

D. Continual service improvement (CSI) model

Correct Answer: C

Question 6

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

A. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

B. An SLA defines Service Level Requirements, an OLA defines Service Level Targets

C. An SLA is with an external customer, an OLA is with an internal customer

D. An SLA is legally binding, an OLA is a best efforts agreement

Correct Answer: D

Question 7

Which of the following is NOT defined as part of every process?

A. Metrics

B. Roles

C. Inputs and outputs

D. Functions

Correct Answer: D

Question 8

Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

A. 2 and 4 only

B. 1 and 3 only

C. 1, 2 and 3 only

D. All of the above

Correct Answer: C

Question 9

What is the entry point or the first level of the V model?

A. Service Solution

B. Service Release

C. Service Requirements

D. Customer / Business Needs

Correct Answer: D

Question 10

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 11

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A. A service transition package (STP)

B. A service option

C. A service design package (SDP)

D. A service charter

Correct Answer: C

Question 12

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

A. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability

B. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

C. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed

D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales

Correct Answer: D

Question 13

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A. Capacity

B. Availability

C. Continuity

D. Serviceability

Correct Answer: B

Question 14

Which of the following is the BEST definition of an Incident?

A. A warning that a threshold has been reached, something has changed, or a failure has occurred

B. Loss of ability to operate to specification, or to deliver the required output

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

D. A change of state which has significance for the management of a Configuration Item or IT Service

Correct Answer: C

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EXIN ITIL Foundation (syllabus 2011) (EX0-001) Free Practice Test