ITIL Foundation (syllabus 2011) (ITILF2011) Free Practice Test

Question 1

Match the following activities with the Deming Cycle stages
1.Monitor, Measure and Review
2.Continual Improvement
3.Implement Initiatives
4.Plan for Improvement

A. 1 Plan, 2 Do, 3 Check, 4 Act

B. 3 Plan, 2 Do, 4 Check, 1 Act

C. 2 Plan, 3 Do, 4 Check, 1 Act

D. 4 Plan, 3 Do, 1 Check, 2 Act

Correct Answer: D

Question 2

Which role is responsible for carrying out the activities of a process?

A. Service manager

B. Process practitioner

C. Process owner

D. Change manager

Correct Answer: B

Question 3

To add value to the business, what are the four reasons to monitor and measure?

A. Evaluate; Direct; Justify; Improve

B. Validate; Direct; Justify; Intervene

C. Evaluate; Diagnose; Justify; Intervene

D. Validate; Direct; Justify; Improve

Correct Answer: B

Question 4

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 5

Which one of the following is the BEST definition of the term service management?

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. The management of functions within an organization to perform certain activities

C. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

D. Units of organizations with roles to perform certain activities

Correct Answer: A

Question 6

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A. Change management

B. Service level management

C. Problem management

D. Event management

Correct Answer: C

Question 7

To add value to the business, what are the four reasons to monitor and measure?

A. Evaluate; Direct; Justify; Improve

B. Validate; Direct; Justify; Intervene

C. Evaluate; Diagnose; Justify; Intervene

D. Validate; Direct; Justify; Improve

Correct Answer: B

Question 8

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A. An agreement that covers one service for all customers of that service

B. An agreement that covers one service for a single customer

C. An agreement with an individual customer group, covering all the services that they use

D. An agreement that covers service specific issues in a multi-level SLA structure

Correct Answer: A

Question 9

Which of the following is the correct definition of an outcome?

A. All incidents reported to the service desk

B. The results specific to the clauses in a service level agreement (SLA)

C. All the accumulated knowledge of the service provider

D. The result of carrying out an activity, following a process or delivering an IT service

Correct Answer: D

Question 10

Which one of the following is NOT a characteristic of a process?

A. It responds to specific events

B. It delivers specific results

C. It structure an organization

D. It is measureable

Correct Answer: C

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ISEB ITIL Foundation (syllabus 2011) (ITILF2011) Free Practice Test