ITIL® Foundation - ITILF Exam Practice Test

Question 1

Which one of the following is the purpose of service level management?

A. To carry out the service operations activities needed to support current IT services

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

C. To create and populate a service catalogue

D. To ensure that an agreed level of IT service is provided for all current IT services

Correct Answer: D

Question 2

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A. Service request

B. Change proposal

C. Risk register

D. Change policy

Correct Answer: B

Question 3

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 4

Which of the following is the best definition of service management?

A. A complete set of all the documentation required to deliver world class services to customers

B. An internationally recognized methodology to provide valuable services to customers

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

D. The ability to keep services highly available to meet the business needs

Correct Answer: C

Question 5

With which process is problem management likely to share categorization and impact coding systems?

A. Service asset and configuration management

B. IT service continuity management

C. Capacity management

D. Incident management

Correct Answer: D

Question 6

Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

A. 2 and 4 only

B. 1 and 3 only

C. All of the above

D. 2 and 3 only

Correct Answer: C

Question 7

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

Question 8

Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

A. In an emergency when it is not possible to convene a full CAB.

B. Following a full change advisory board (CAB) to resolve any outstanding agenda items.

C. During peak or holiday periods when emergencies are more likely to occur.

D. Outside the normal working hours of the business unit.

Correct Answer: A

Question 9

Which process is responsible for sourcing and delivering components of requested standard services?

A. Service desk

B. Service portfolio management

C. Request fulfilment

D. IT finance

Correct Answer: C

Question 10

What processes represent the scope of financial management for IT services?

A. Budgeting, accounting and charging

B. Budgeting, costing and charging

C. Cost models and invoicing

D. Charging, accounting and billing

Correct Answer: A

Question 11

Which lifecycle stage defines how value is created and delivered?

A. Service operation

B. Service strategy

C. Continual service improvement

D. Service design

Correct Answer: B

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Question 12

What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?

A. A request for change

B. An emergency event

C. An emergency change

D. An alert

Correct Answer: D

BCS ITIL® Foundation - ITILF Exam Practice Test

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