ITIL Foundation Certification Exam Mock

Which one of the following do major incidents require?

Options are :

  • Longer timescales
  • Separate procedures (Correct)
  • Less documentation
  • Less urgency

Answer : Separate procedures

Explanation Many organizations have ready=prepared plans to handle major incidents that include separate procedures.

Which of the following IS NOT managed by facilities management?

Options are :

  • Power and cooling equipment
  • Hardware within a data centre or computer room
  • Recovery sites
  • Applications (Correct)

Answer : Applications

Explanation Facilities Management is concerned with maintenance of the facilities which house IT operations, e.g. data centers, call centers, development facilities, etc. Its areas of responsibility including HVAC, Fire suppression, Facilities access, and power.

Which of these statements about resources and capabilities is CORRECT?

Options are :

  • Neither capabilities nor resources are a type of service asset
  • Resources and capabilities are both a type of service asset (Correct)
  • Capabilities are a type of service asset but resources are not a type of service asset
  • Resources are a type of service asset and capabilities are not a type of service asset

Answer : Resources and capabilities are both a type of service asset

Explanation Resources are raw materials which contribute to a service, such as money, equipment, time, staff, etc. Capabilities are specialized skills or abilities an organization applies to resources in order to create value. Both are a type of service asset.

Where would all the possible service improvement opportunities be recorded?

Options are :

  • Known error database
  • Configuration Management database
  • Capacity management information system
  • CSI Register (Correct)

Answer : CSI Register

Explanation The CSI Register exists to record all potential improvement opportunities, and every stakeholder should be encouraged to submit entries into it.

What BEST describes the purpose of access management?

Options are :

  • Provides the rights for users to be able to use a service or group of services (Correct)
  • To provide a channel for users to request and receive standard services
  • To prevent problems and resulting Incidents from happening
  • To detect security events and make sense of them

Answer : Provides the rights for users to be able to use a service or group of services

Explanation Access Management process is charged with providing authorized parties with access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.

What are the categories of events described in the ITIL Service Operation book?

Options are :

  • Scheduled, unscheduled, emergency
  • Warning, reactive, proactive
  • Informational, scheduled, normal
  • Informational, warning, exception (Correct)

Answer : Informational, warning, exception

Explanation Events are listed as three basic types: information (no action required), warning (approaching a threshold), or exception (exceeded a threshold).

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

Options are :

  • Change advisory board (Correct)
  • Change implementer
  • Change authorization board
  • Change manager

Answer : Change advisory board

Explanation The Change Advisory Board or CAB is a group of experts convened by the Change Manager to advise on the approval/rejection and planning for a specific change. The membership of the CAB usually varies with the change under consideration.

Which statement is CORRECT?

Options are :

  • The configuration management system is part of the configuration management database
  • The configuration management system is part of the known error database
  • The service knowledge management system is part of the configuration management system
  • The configuration management system is part of the service knowledge management system (Correct)

Answer : The configuration management system is part of the service knowledge management system

Explanation The Configuration Management System is the controlled repository and interfaces for management of information concerning items under configuration control (Configuration Items). It is part of the Knowledge Management System.

Which of the following is NOT one of the five individual aspects of service design?

Options are :

  • The design of the service portfolio, including the service catalogue
  • The design of market spaces (Correct)
  • The design of the technology architectures
  • The design of new or changed services

Answer : The design of market spaces

Explanation The design of market spaces is part of Service Strategy, not Service Design.

Which of the following is NOT a valid objective of problem management?

Options are :

  • To prevent problems and their resulting Incidents
  • To manage problems throughout their lifecycle
  • To eliminate recurring incidents
  • To restore service to a user (Correct)

Answer : To restore service to a user

Explanation Problem Management is concerned with the identification and correction of flaws or errors in the environment which causes incidents. Restoring service to a user is part of incident management, not problem management.

What would you call the groups of people who have an interest in the activities, targets, resources, and deliverables from service management?

Options are :

  • Employers
  • Regulators
  • Stakeholders (Correct)
  • Accreditors

Answer : Stakeholders

Explanation Stakeholders can be customers, users, or even suppliers. Everyone working within every type of service provider is a possible stakeholder.

Which one of the following activities is NOT part of the Deming Cycle?

Options are :

  • Do
  • Coordinate (Correct)
  • Act
  • Plan

Answer : Coordinate

Explanation The Deming Cycle consists of Plan, Do, Check, and Act.

What does NOT need to be defined as part of EVERY process?

Options are :

  • Functions (Correct)
  • Metrics
  • Inputs and outputs
  • Roles

Answer : Functions

Explanation Functions are self-contained subsets of an organization that are intended to accomplish specific tasks. They are not required for EVERY process.

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Options are :

  • Service design package (SDP) (Correct)
  • Service transition package (STP)
  • Service charter
  • Service option

Answer : Service design package (SDP)

Explanation The Service Design Package (SDP) is the "blueprint" passed from Design to Transition. It provides detailed requirements and plans for operating the new or changed service in the live environment and for the continual service improvement of the service.

Which process would be used to compare the value that newer services have offered over those they have replaced?

Options are :

  • Availability management
  • Service catalogue management
  • Capacity management
  • Service portfolio management (Correct)

Answer : Service portfolio management

Explanation Service Portfolio Management process is concerned with management of the information concerning services in the Service Portfolio. It organizes the process by which services are identified, described, evaluated, selected, and chartered.

Which is the correct definition of a customer-facing service?

Options are :

  • A service not directly used by the business
  • One which directly supports the business processes of customers (Correct)
  • A service that cannot be allowed to fail
  • One which is not covered by a service level agreement

Answer : One which directly supports the business processes of customers

Explanation Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly. It generally supports the business processes of the customer directly.

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Options are :

  • Event management, incident management, change management, and access management
  • Incident management, service desk, request fulfillment, access management, and event management
  • Event management, incident management, problem management, request fulfillment, and access management (Correct)
  • Incident management, problem management, service desk, request fulfillment, and event management

Answer : Event management, incident management, problem management, request fulfillment, and access management

Explanation Service Operations includes the following processes: Incident Management, Problem Management, Event Management, Service Request Fulfillment, and Access Management.

When can a known error record be raised or elevated?

Options are :

  • Both of these options (Correct)
  • At any time it would be useful to do so
  • After a workaround has been found
  • Neither of these options

Answer : Both of these options

Explanation A Known Error record is one that has an identified underlying cause and a workaround. It can be elevated or raised any time it would be useful to do so, or after a workaround has been found.

Which one of the following can help determine the level of impact of a problem?

Options are :

  • Definitive media library (DML)
  • Configuration management system (CMS) (Correct)
  • Standard operating procedures (SOP)
  • Statement of requirements (SOR)

Answer : Configuration management system (CMS)

Explanation The configuration management system (CMS) can be used to determine what other services, systems, or components are affected by a given component, and aids in determining the level of impact of a problem.

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase "Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision"??

Options are :

  • Where do we want to be? (Correct)
  • Where are we now?
  • Did we get there?
  • How do we get there?

Answer : Where do we want to be?

Explanation Our vision describes where we want to be in the future.

Which of the following is the BEST definition of IT service management?

Options are :

  • A complete set of all the documentation required to deliver world-class services to customers
  • The implementation and management of quality IT services that meet business needs (Correct)
  • An internal service provider that is embedded within a business unit
  • Technical implementation of supporting IT infrastructure components

Answer : The implementation and management of quality IT services that meet business needs

Explanation Service Management is a set of specialized capabilities for delivering value to customers in the form of services. ITIL® is a framework for IT Service Management.

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

Options are :

  • Urgency should be based on impact and priority
  • Impact, priority, and urgency are independent of each other
  • Impact should be based on urgency and priority
  • Priority should be based on impact and urgency (Correct)

Answer : Priority should be based on impact and urgency

Explanation Priority is based on the impact and urgency of the incident. They are determined and factored together to determine its relative priority among other incidents.

Which one of the following is NOT part of the service design stage of the service lifecycle?

Options are :

  • Designing and maintaining all necessary service transition packages (Correct)
  • Producing quality, secure, and resilient designs for new or improved services
  • Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

Answer : Designing and maintaining all necessary service transition packages

Explanation The creation of service transition packages occurs during the Service Transition phase of the ITIL Lifecycle.

Which statement should NOT be part of the value proposition for Service Design?

Options are :

  • Reduced total cost of ownership
  • Improved quality of service
  • Improved service alignment with business goals
  • Better balance of technical skills to support live services (Correct)

Answer : Better balance of technical skills to support live services

Explanation It is not the responsibility of Service Design to determine if a better balance of technical skills could support the live services. Supportability for live services rests with the Service Transition and Service Operations teams.

Which one of the following is an objective of release and deployment management?

Options are :

  • To standardize methods and procedures used for efficient and prompt handling of all changes
  • To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
  • To define and agree release and deployment plans with customers and stakeholders (Correct)
  • To ensure that the overall business risk of change is optimized

Answer : To define and agree release and deployment plans with customers and stakeholders

Explanation Release and Deployment Management would focus more exclusively on deployment/release logistics and testing. Release should occur once an agreed-upon deployment plan has been established with customers and stakeholders.

What is the key output handed over to service transition from the service design phase?

Options are :

  • Process definitions
  • Service portfolio design
  • Service design package (Correct)
  • Measurement, methods, and metrics

Answer : Service design package

Explanation The Service Design Package is a comprehensive and high-quality package of documents that is passed from Service Design to Service Transition during the change in lifecycle phase.

At which stage of the lifecycle is value creation a driving principle?

Options are :

  • Service strategy (Correct)
  • Service transition
  • Continual service improvement
  • Service design

Answer : Service strategy

Explanation Service Strategy is about the selection of services a Service Provider will offer to customers. This is focused on determining how best to provide value to a service provider's customers.

Which Functions are included in IT Operations Management?

Options are :

  • IT Operations control and Facilities management (Correct)
  • Facilities management and Release management
  • Network management and Application management
  • Technical management and Change management

Answer : IT Operations control and Facilities management

Explanation IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: IT Operations Control and Facilities Management.

Which process is responsible for dealing with complaints, comments, and general inquires from users?

Options are :

  • Service level management
  • Request fulfillment (Correct)
  • Demand management
  • Service portfolio management

Answer : Request fulfillment

Explanation Service Request Fulfillment is the process charged with assisting users in situations where no service degradation or interruption is involved and it provides a means of addressing user requests for non-incident support, new equipment, training, etc.

Which of the following statement about the service owner is INCORRECT?

Options are :

  • Is accountable for a specific service within an organization
  • Carries out the day-to-day monitoring and operation of the service they own (Correct)
  • Is a stakeholder in all of the IT processes which support the service they own
  • Contributes to continual improvement affecting the service they own

Answer : Carries out the day-to-day monitoring and operation of the service they own

Explanation The service owner is accountable for the overall design, performance, integration, improvement, and management of a single service.

Which function or process would provide staff to monitor events in an operation's bridge or network operations center?

Options are :

  • Applications management
  • Request fulfillment
  • Technical management
  • IT Operations Management (Correct)

Answer : IT Operations Management

Explanation IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: Operations Control and Facilities Management.

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

Options are :

  • Change Policy
  • Risk register
  • Service request
  • Change proposal (Correct)

Answer : Change proposal

Explanation A request for change is the formal change proposal used by an organization. The change proposal communicates a high-level description of a desired major change that might have significant cost and risk to the organization.

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Options are :

  • Products (Correct)
  • Potential
  • Profit
  • Preparation

Answer : Products

Explanation People, processes, products, and partners are the Four P's of service design.

Which one of the following do technology metrics measure?

Options are :

  • End-to-end service
  • Customer satisfaction
  • Components (Correct)
  • Processes

Answer : Components

Explanation Technology metrics are component-based or application-based metrics, such as server availability and application performance. These are usually easy to obtain and come as part of a standard package.

Which of the following is it the responsibility of supplier management to negotiate and agree?

Options are :

  • Operational level agreements (OLAs)
  • Service level agreements (SLAs)
  • Service portfolio
  • Third-party contracts (Correct)

Answer : Third-party contracts

Explanation Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management handles supplier evaluation, contract negotiations, performance reviews, renewals and terminations.

Which of the following is NOT a service desk organizational structures are described in service operation?

Options are :

  • Local Service Desk
  • Follow the Sun
  • Virtual Service Desk
  • IT Help Desk (Correct)

Answer : IT Help Desk

Explanation IT Help Desk is a generic term and not a organizational structure like the Local Service Desk, Virtual Service Desk, and Follow-the-Sun models.

Which of the following DOES NOT provide value to the business from service strategy?

Options are :

  • Reduction in the duration and frequency of service outages (Correct)
  • Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
  • Enabling the service provider to respond quickly and effectively to changes in the business environment

Answer : Reduction in the duration and frequency of service outages

Explanation The duration and frequency of service outages would be more associated with Availability Management or Problem Management than service strategy.

Which of the following are basic concepts used in access management?

Options are :

  • Physical, personnel, network, emergency, service
  • Normal, temporary, emergency, personal, group
  • Personnel, electronic, network, emergency, identity
  • Rights, access, identity, directory services, service/service components (Correct)

Answer : Rights, access, identity, directory services, service/service components

Explanation The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy. This includes things like rights, access, identity, services, etc.

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Options are :

  • Service level management
  • IT operations management (Correct)
  • Incident management
  • Capacity management

Answer : IT operations management

Explanation IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: Operations Control and Facilities Management.

Which of the following are types of service are NOT defined in ITIL?

Options are :

  • Special (Correct)
  • Enhancing
  • Enabling
  • Core

Answer : Special

Explanation ITIL covers three types of services: core, enabling, and enhancing.

What are the three service provider business models?

Options are :

  • Internal service operations provider, external service operations provider, shared service unit
  • Internal service provider, external service provider, shared service unit (Correct)
  • Internal service provider, outsourced 3rd party and off-shore party
  • Internal service provider, external service provider, outsourced 3rd party

Answer : Internal service provider, external service provider, shared service unit

Explanation There are three types of service providers. Type I (internal service provider embeded in the business unit), Type II (internal srveice provider shared among the business units), and Type III (external service provider).

Which of the following should your IT service continuity strategy NOT be based on?

Options are :

  • Design of the service metrics (Correct)
  • Risk assessment
  • Business impact analysis (BIA)
  • Business continuity strategy

Answer : Design of the service metrics

Explanation You metric design should not influence your IT service continuity strategy. Instead, your IT Service Continuity Strategy should support the overall business continuity management (BCM) arrangements by managing risks that affect critical IT services.

What is the BEST definition of the term 'service management'?

Options are :

  • A set of specialized organizational capabilities for providing value to customers in the form of services (Correct)
  • A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
  • Units of organizations with roles to perform certain activities
  • The management of functions within an organization to perform certain activities

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

Explanation The definition of 'service management' is a set of specialized organizational capabilities for providing value to customers in the form of services.

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Options are :

  • Incident management
  • Service asset and configuration management (Correct)
  • Service level management
  • Change management

Answer : Service asset and configuration management

Explanation Service Asset and Configuration Management is responsible for planning, indentifying, controling, the status accountiong, and the verification/audit of components of the IT infrastructure.

Which one of the following is the BEST definition of reliability?

Options are :

  • How long a service or configuration item (CI) can perform its function without failing (Correct)
  • How quickly a service or component can be restored to normal working order
  • The availability of a service or component
  • The level of risk that affects a service or process

Answer : How long a service or configuration item (CI) can perform its function without failing

Explanation Reliability is how long a service or component can perform its function without interruption. In other words, how long before something breaks?

Which of the following is NOT an objective of service transition?

Options are :

  • To plan and manage the capacity and resource requirements to manage a release
  • To ensure that a service can be operated, managed and supported
  • To provide quality knowledge and information about services and service assets
  • To provide training and certification in project management (Correct)

Answer : To provide training and certification in project management

Explanation Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. This includes objectives that aid in determining service supportability.

What are the categories of event described in the ITIL Service Operation book?

Options are :

  • Scheduled, unscheduled, emergency
  • Informational, scheduled, normal
  • Warning, reactive, proactive
  • Informational, warning, exception (Correct)

Answer : Informational, warning, exception

Explanation Events are listed as three basic types: information (no action required), warning (approaching a threshold), or exception (exceeded a threshold).

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