ITIL Foundation Certification - IT Service Management - ITIL-Foundation Exam Practice Test

Question 1

Which process monitors and improves the performance of the service transition stage of the service lifecycle?

A. Design co-ordination

B. Service transition management

C. Transition planning and support

D. Change management

Correct Answer: C

Question 2

What is a RACI model used for?

A. Performance analysis

B. Monitoring services

C. Recording configuration items

D. Defining roles and responsibilities

Correct Answer: D

Question 3

Which three types of metric support Continual Service Improvement (CSI) activities?

A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

B. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics

C. Process metrics, software metrics and financial metrics

D. Technology metrics, process metrics and service metrics

Correct Answer: D

Question 4

What do customer perceptions and business outcomes help to define?

A. Key performance indicators (KPIs)

B. Governance

C. Total cost of ownership (TCO)

D. The value of a service

Correct Answer: D

Question 5

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A. Service transition

B. Service operation

C. Service strategy

D. Continual service improvement

Correct Answer: D

Question 6

Which of the following correctly states the relationship between urgency, priority and impact?

A. Urgency should be based on impact and priority

B. Impact should be based on urgency and priority

C. Impact, priority and urgency are independent of each other

D. Priority should be based on impact and urgency

Correct Answer: D

Question 7

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

A. Internal service

B. External service

C. Delivered service

D. Strategic service

Correct Answer: A

Question 8

Which describes a proactive trigger for problem management?

A. Suspicion or detection of a cause of one or more incidents by the service desk

B. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

C. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist

D. Trending of historical incident records to identify one or more underlying causes

Correct Answer: D

Question 9

Which one of the following generates demand for services?

A. Cost of providing support

B. Service level agreements (SLA.

C. Infrastructure trends

D. Patterns of business activity (PBA.

Correct Answer: D

Question 10

What is the name of the group that should review changes that must be implemented faster than the normal change process?

A. Urgent change authority

B. Emergency change advisory board

C. Urgent change board

D. Technical management

Correct Answer: B

Question 11

Which one of the following is an objective of service catalogue management?

A. Ensuring that the service catalogue is made available to those approved to access it

B. Negotiating and agreeing service level agreement

C. Negotiating and agreeing operational level agreements

D. Only ensuring that adequate technical resources are available

Correct Answer: A

Question 12

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A. Corporate, customer, technology

B. Corporate, customer, service

C. Technology, customer, user

D. Service,user, IT

Correct Answer: B

ITIL Foundation Certification - IT Service Management - ITIL-Foundation Exam Practice Test

Latest Update

Useful Links

Contact Us