ITIL Foundation (V4) (ITIL) Free Practice Test

Question 1

Which competencies are required by the 'service level management' practice?

A. Balanced scorecard reviews and maturity assessment

B. Problem investigation and resolution

C. Incident analysis and prioritization

D. Business analysis and commercial management

Correct Answer: D

Question 2

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A. Performing baseline assessments

B. Defining the improvement plan

C. Executing improvement actions

D. Understanding the business mission

Correct Answer: A

Question 3

Which is NOT a component of the service value system?

A. Practices

B. The guiding principles

C. The four dimensions of service management

D. Governance

Correct Answer: C

Question 4

What can a service remove from the consumer and impose on the consumer?

A. Utility

B. Cost

C. Outcome

D. Asset

Correct Answer: B

Question 5

Which activity is part of the 'continual improvement practice?

A. handing compliments and complaints from user to identify improvements.

B. Improving relationships with and between stakeholders.

C. Prioritizing and creating business cases for improvement initiatives.

D. Identifying the cause unplanned interruptions to service.

Correct Answer: C

Question 6

Which practice makes new services available for use?

A. Deployment management

B. Change enablement

C. IT asset management

D. Release management

Correct Answer: D

Question 7

What is a cause, or potential cause, of one or more incidents?

A. An incident

B. A configuration item

C. A problem

D. A workaround

Correct Answer: C

Question 8

Which value chain activity ensures that ongoing service activity meets user expectations?

A. Obtain/build

B. Deliver and support

C. Engage

D. Plan

Correct Answer: B

Question 9

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

A. Keep it simple and practical

B. Focus on value

C. Progress iteratively with feedback

D. Optimize and automate

Correct Answer: B

Question 10

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A. Service desk

B. Problem management

C. Continual improvement

D. Change control

Correct Answer: B

Question 11

Which is one of the five aspects of service design?

A. Corporate governance and policy

B. Management information systems and tools

C. Risk analysis and management approach

D. Management policy for business case creation

Correct Answer: B

Question 12

Which function is responsible for the management of a data centre?

A. Service desk

B. Application management

C. Facilities management

D. Technical management

Correct Answer: C

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Question 13

What is a problem that has been analysed but has not been resolved?

A. Incident

B. Event

C. Workaround

D. Known error

Correct Answer: D

Question 14

What is an event?

A. The addition, modification, or removal of anything that could have a direct or indirect effect on services

B. Cause of one or more incidents

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

D. Any change of state that has significance for the management of a service or other configuration item

Correct Answer: D

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EXIN ITIL Foundation (V4) (ITIL) Free Practice Test