ITIL V3 Foundation (CMS7) Free Practice Test

Question 1

Which Service Design process makes the most use of data supplied by Demand Management?

A. IT Service Continuity Management

B. Service Catalogue Management

C. Capacity Management

D. Service Level Management

Correct Answer: C

Question 2

Which of the following statements is CORRECT?

A. The Service Knowledge Management System is part of the Configuration Management System

B. The Configuration Management System is part of the Configuration Management Database

C. The Configuration Management System is part of the Service Knowledge Management system

D. The Configuration Management System is part of the Known Error Data Base

Correct Answer: C

Question 3

Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL?

A. Holistic

B. Virtual

C. Local

D. Centralized

Correct Answer: A

Question 4

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1) An internal service provider embedded within a business unit
2) An internal service provider that provides shared IT services
3) An external service provider

A. 1 and 2 only

B. 1 and 3 only

C. All of the above

D. 2 and 3 only

Correct Answer: C

Question 5

Which process is responsible for providing the rights to use an IT service?

A. Request fulfilment

B. Change management

C. Incident management

D. Access management

Correct Answer: D

Question 6

Which of the following should NOT be a concern of Risk Management?

A. To ensure only the change requests with mitigated risks are approved for implementation

B. To ensure that the organization can continue to operate in the event of a major disruption or disaster

C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss

D. To ensure that the workplace is a safe environment for its employees and customers

Correct Answer: A

Question 7

Which of the following would a Major Problem Review examine?
1.Things that were done correctly
2.Those things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

A. 1 only

B. All of the above

C. 1, 2 and 4 only

D. 2 and 3 only

Correct Answer: B

Question 8

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

A. Responds to specific events

B. It is measurable

C. A method of structuring an organization

D. Delivers specific results

Correct Answer: C

Question 9

Which of the following do Service Metrics measure?

A. Processes and functions

B. Maturity and cost

C. Infrastructure availability

D. The end to end service

Correct Answer: D

Question 10

Service Transition contains detailed descriptions of which processes?

A. Service Asset and Configuration Management, Release and Deployment Management, Request Fulfillment

B. Service Level Management, Service Portfolio Management, Service Asset and Configuration Management

C. Change Management, Capacity Management Event Management, Service Request Management

D. Change Management, Service Asset and Configuration Management, Release and Deployment Management

Correct Answer: D

Question 11

Which core publication will you find detailed descriptions of service catalog management, information security and support management?

A. Service transition

B. Service strategy

C. Service design

D. Service operation

Correct Answer: C

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Question 12

Customer perceptions and business outcomes help to define what?

A. Key Performance Indicators (KPIs)

B. Customer satisfaction

C. Total Cost of Ownership (TCO)

D. The value of a service

Correct Answer: D

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