ITIL Foundation Certification Exam Mock Test

Which types of communication would the functions within service operation use?

Options are :

  • Communication related to changes
  • Performance reporting
  • Routine operational communication
  • Communication between data center shifts
  • All of these options (Correct)

Answer : All of these options

Explanation All of these options are useful forms of communication during the service operaitons phase of the lifecycle.

ITIL Foundation Certification Exam Mock Test

Which of the following are NOT objectives of service level management?

Options are :

  • Defining, documenting and agreeing the level of services to be provided
  • Identifying possible future markets that the service provider could operate in (Correct)
  • Monitoring and improving customer satisfaction
  • Monitoring, measuring and reporting the actual level of services provided

Answer : Identifying possible future markets that the service provider could operate in

Explanation Service Level Management is the process charged with securing and managing agreements between customers and the service provider regarding the levels of performance (utility) and levels of reliability (warranty) associated with specific services.

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Options are :

  • Service Design (Correct)
  • Continual improvement
  • Service transition
  • Service operation

Answer : Service Design

Explanation Service Design focuses on the design and planning of all aspects of the lifecycle including its processes. This include defining the policies and objectives to be used during Service Transition, Service Operations, & Continual Service Improvement phases.

Which role is responsible for carrying out the activities of a process?

Options are :

  • Service manager
  • Change manager
  • Process practitioner (Correct)
  • Process owner

Answer : Process practitioner

Explanation A Process Practioner carries out one or more activities of a process and works with other stakeholders to ensure all contributions to the process are effective.

ITIL Foundation Certification Exam Mock Test

Which of the following is service transition planning and support NOT responsible for?

Options are :

  • Maintaining policies, standards and models for service transition activities and processes
  • Coordinating the efforts required to manage multiple simultaneous transitions
  • Prioritizing conflicts for service transition resources
  • Detailed planning of the build and test of individual changes (Correct)

Answer : Detailed planning of the build and test of individual changes

Explanation Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. Service Transition Planning is the process that oversees this lifecycle phase.

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

Options are :

  • Demand management
  • Service transition
  • Service catalog management (Correct)
  • Service level management

Answer : Service catalog management

Explanation Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. The Service Catalog Management process is included within the Service Design phase.

Which of the following processes are performed by the service desk?

Options are :

  • Incident management (Correct)
  • Capacity management
  • Change management
  • Demand management

Answer : Incident management

Explanation The service desk acts as the first level of support for Incident Management function. They are the most common touch point for customers needing assistance.

ITIL Foundation Certification Exam Questions

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

Options are :

  • Emergency change advisory board (Correct)
  • Urgent change board
  • Urgent change authority
  • Technical management

Answer : Emergency change advisory board

Explanation In most environments, Emergency Changes are those which cannot be foreseen and which unless addressed quickly put the environment at high risk of impact. Emergency Changes are reviewed by the Emergency Change Advisory Board (ECAB).

What activities would be performed by access management?

Options are :

  • Managing the rights to use a service or group of services (Correct)
  • Managing access to the service desk
  • Providing physical security for staff at data centers and other buildings
  • Managing access to computer rooms and other secure locations

Answer : Managing the rights to use a service or group of services

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.

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

Options are :

  • Service catalogue management
  • Availability management
  • Business relationship management (Correct)
  • Capacity management

Answer : Business relationship management

Explanation Business Relationship Management is concerned with the relations at a high management level between service provider and the customer.

ITIL Foundation Certification Exam Questions

Where should details of a workaround be documented?

Options are :

  • Availability management information system
  • IT service continuity plan
  • Service level agreement (SLA)
  • Problem record (Correct)

Answer : Problem record

Explanation The Problem Record would exist in the Known Error Database (KEDB), and it would be updated with a workaround once the error becomes a "known error".

Which of the following IS NOT a valid part of the service portfolio?

Options are :

  • Service catalog
  • Service knowledge management system (SKMS) (Correct)
  • Service pipeline

Answer : Service knowledge management system (SKMS)

Explanation The Service Knowledge Management System is developed during the Service Transition phase and is not a part of the Service Portfolio. The Service Pipeline and Service Catalog are a key portion of the Service Porfolio.

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

Options are :

  • People, process, products, partners (Correct)
  • Performance, process, products, problems
  • People, process, partners, performance
  • People, products, perspective, partners

Answer : People, process, products, partners

Explanation People (Human resources), Processes (Service Management Processes), Products (Technology and other infrastructure), and Partners (Third-parties) which support the service.

ITIL Foundation Certification Exam Questions

What BEST describes hierarchical escalation?

Options are :

  • Failing to meet the incident resolution times specified in a service level agreement
  • Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
  • Passing an incident to people with a greater level of technical skill
  • Notifying more senior levels of management about an incident (Correct)

Answer : Notifying more senior levels of management about an incident

Explanation Hierarchical escalation occurs, if necessary, by forwarding the incident to a higher level of management for a decision about an incident. When you are passing the incident to people with a greater level of technical skills, that is called functional escalation. (Example: Going from Tier 1 to Tier 2 support.)

Which of the following identifies the purpose of service transition planning and support?

Options are :

  • Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
  • To define testing scripts to ensure service transitions are unlikely to ever fail
  • Ensure that all service transitions are properly authorized
  • Provide overall planning for service transitions and coordinate the resources they require (Correct)

Answer : Provide overall planning for service transitions and coordinate the resources they require

Explanation Service Transition Planning and Support provides overall planning for service transitions and coordinates the resources that they will require.

A Service Design Package (SDP) would NOT normally be produced for which of the following?

Options are :

  • A new IT service
  • A major change to an IT service
  • An emergency change to an IT service (Correct)
  • A service retirement

Answer : An emergency change to an IT service

ITIL Foundation Certification Exam

What is the BEST description of an incident?

Options are :

  • Any disruption to service whether planned or unplanned
  • An unplanned interruption to service or a reduction in the quality of service (Correct)
  • An unplanned disruption of service unless there is a backup to that service
  • Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Answer : An unplanned interruption to service or a reduction in the quality of service

Explanation An incident is any occurrence which causes or may cause interruption or degradation to an IT Service.

In terms of adding value to the business, which one of the following describes service operation's contribution?

Options are :

  • Cost of the service is designed, predicted and validated
  • Measures for optimization are identified
  • Service value is visible to customers (Correct)
  • Service value is modelled

Answer : Service value is visible to customers

Explanation During Service Operation, the importance and criticality of communication is especially important. It is during this time that customers must see and realize the value received from the given service.

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

Options are :

  • Only ensuring that adequate technical resources are available
  • Ensuring that the service catalog is made available to those approved to access it (Correct)
  • Negotiating and agreeing operational level agreements
  • Negotiating and agreeing service level agreement

Answer : Ensuring that the service catalog is made available to those approved to access it

Explanation Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. Service Catalog Management also controls who has access to its information.

Which one of the following is the CORRECT set of steps for the Continual Service Improvement model?

Options are :

  • Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
  • Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
  • What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going? (Correct)
  • Where do we want to be? How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Answer : What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Explanation The Continual Sevice Improvement model is a simple set of guiding questions which can be used to organize and perpetuate an improvement program. It closely mirrors the basic approach also used in the ITIL 7-Step Improvement Process.

Why is it important for service providers to understand patterns of business activity (PBA)?

Options are :

  • Understanding PBA is the only way to enable accurate service level reporting
  • Demand for the services delivered by service providers are directly influenced by PBA (Correct)
  • PBA are based on organizational roles and responsibilities
  • IT service providers CANNOT schedule changes until they understand PBA

Answer : Demand for the services delivered by service providers are directly influenced by PBA

Explanation Patterns of Business Activity which represent the way that users in different user profiles access a service over the course of a given time period. This is useful to understand in Demand Management in order to provide the best service to your customers.

Which statement about the service portfolio is TRUE?

Options are :

  • The service portfolio includes all services except those managed by third parties
  • It is an integral part of the service catalogue
  • It allows the organization unlimited resources when planning for new service deployments
  • It represents all resources presently engaged or being released in various stages of the service lifecycle (Correct)

Answer : It represents all resources presently engaged or being released in various stages of the service lifecycle

Explanation The Service Portfolio is the entire set of services under management by a Service Provider. It consists of three major parts: Service Pipeline, Service Catalog, and Retired Services.

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Options are :

  • Change baseline
  • Project baseline
  • Asset baseline
  • Configuration baseline (Correct)

Answer : Configuration baseline

Explanation Configuration Baseline refers to the documented and validated configuration of a component, system, service, etc. and is used to provide a roll-back point useful in managing risk around changes in the environment.

Which of the following activities are NOT performed by a service desk?

Options are :

  • Logging details of incidents and service requests
  • Implementing all standard changes (Correct)
  • Restoring service
  • Providing first-line investigation and diagnosis

Answer : Implementing all standard changes

Explanation Standard changes are handled by Service Request Fulfillment, not the Service Desk.

What is a RACI model used for?

Options are :

  • Performance analysis
  • Defining roles and responsibilities (Correct)
  • Monitoring services
  • Recording configuration items

Answer : Defining roles and responsibilities

Explanation RACI model is a generic tool for reviewing and assigning four key roles to any important task or activity. Role assignments are defined and ensures that roles are appropriately filled or covered within processes.

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Options are :

  • Service level management (Correct)
  • Continual service improvement
  • Availability management
  • Change management

Answer : Service level management

Explanation Service level management works with the customer to prove that the SLAs have been met or achieved.

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

Options are :

  • Be accountable for the outcome of an activity
  • Manage an activity
  • Be kept up-to-date on the progress of an activity (Correct)
  • Perform an activity

Answer : Be kept up-to-date on the progress of an activity

Explanation Those in a RACI matrix with a "I" should be INFORMED and receive updates as the task or activity progresses.

Where would you expect incident resolution targets to be documented?

Options are :

  • Service portfolio
  • Service level agreement (SLA) (Correct)
  • Service description
  • Request for change (RFC)

Answer : Service level agreement (SLA)

Explanation Service Level Agreements (SLAs) should specify service and quality targets, including those for incident resolution.

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

Options are :

  • Service strategy - Develop the offerings
  • Service transition - Plan and prepare for deployment
  • Service design - Design the processes (Correct)
  • Service operation - IT operations management

Answer : Service design - Design the processes

Explanation Service Design focuses on the design and planning of all aspects of the lifecycle including its processes. This include defining the policies and objectives to be used during Service Transition, Service Operations, & Continual Service Improvement phases.

The effective management of risk requires specific types of action. Which of the following actions would be BEST to manage risk?

Options are :

  • Training in risk management for all staff and identification of risks
  • Identification of risk, analysis and management of the exposure to risk (Correct)
  • Training of all staff and investment of capital
  • Control of exposure to risk and investment of capital

Answer : Identification of risk, analysis and management of the exposure to risk

Explanation The identification of risk and its analysis and management of risk exposure is important to effectively managing risk in servce delivery.

Which of the following is MOST concerned with the design of new or changed services?

Options are :

  • Change management
  • Service transition
  • Service design (Correct)
  • Service strategy

Answer : Service design

Explanation The Service Design lifecycle phase is about the design of services and all supporting elements for introduction into the live environment.

Which of the following does service metrics measure?

Options are :

  • Maturity and cost
  • Infrastructure availability
  • End-to-end service (Correct)
  • Functions

Answer : End-to-end service

Explanation Service metrics dictate what will be measured and how it will be measured. The most useful metrics will attempt to measure the end-to-end service experience.

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

Options are :

  • An agreement that covers service specific issues in a multi-level SLA structure
  • An agreement with an individual customer group, covering all the services that they use
  • An agreement that covers one service for a single customer
  • An agreement that covers one service for all customers of that service (Correct)

Answer : An agreement that covers one service for all customers of that service

Explanation A service-based service level agreement (SLA) is a singular agreement for all users of a given service.

Which of the following would commonly be found in a contract underpinning an IT service?

Options are :

  • Responsibilities and dependencies for both parties
  • Description of the goods or service provided
  • All of these choices (Correct)
  • Financial arrangements related to the contract

Answer : All of these choices

Explanation Underpinning contracts (UC) are legally binding agreements between a third-party and its customers. All of these items should be found in the UC.

Which role is accountable for the operational management of a process?

Options are :

  • Process manager (Correct)
  • Service manager
  • Change manager
  • Process practitioner

Answer : Process manager

Explanation The process manager is acountable for the management and oversight of a given process.

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

Options are :

  • Incident management
  • Request fulfilment
  • Access management (Correct)
  • Change Management

Answer : Access management

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. Access Management executes the Information Security Policy.

Who is responsible for defining metrics for change management?

Options are :

  • Change management process owner (Correct)
  • Service owner
  • Continual service improvement manager
  • Change advisory board (CAB)

Answer : Change management process owner

Explanation The Change Management Process Owner is accountable for the overall design, performance, integration, improvement, and management of a the change management process, including the metrics.

Which of the following statements BEST describes a definitive media library (DML)?

Options are :

  • A secure location where definitive hardware spares are held
  • A database that contains definitions of all media CIs
  • A secure library where definitive authorized versions of all software and back-ups are stored and protected
  • A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected (Correct)

Answer : A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

Explanation Although the DML is a single logical store, it can comprise of a number of physical locations including electronic storage areas. Its contents must be recorded in the CMDB and it is used heavily in Release and Deployment Management.

What is a type of service should be included in the scope of service portfolio management?

Options are :

  • Those planned to be delivered
  • All of these options (Correct)
  • Those being delivered
  • Those that have been withdrawn from service

Answer : All of these options

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

Which of the following statements BEST describes the aims of release and deployment management?

Options are :

  • To ensure that all changes can be tracked, tested and verified if appropriate
  • To record and manage deviations, risks and issues related to the new or changed service
  • To build, test and deliver the capability to provide the services specified by service design (Correct)
  • To ensure that each release package specified by service design consists of a set of related assets and service components

Answer : To build, test and deliver the capability to provide the services specified by service design

Explanation Release and Deployment Management would focus more exclusively on deployment/release logistics and testing would become the domain of the new process.

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Options are :

  • Escalation
  • Categorization (Correct)
  • Prioritization
  • Detection

Answer : Categorization

Explanation The incident is categorized according to predefined criteria for the purpose of facilitating diagnosis and prioritizing its handling relative to other incidents.

Which one of the following is NOT the responsibility of service catalog management?

Options are :

  • Ensuring that information in the service catalog is accurate
  • Ensuring that all operational services are recorded in the service catalog
  • Ensuring that information in the service catalog is consistent with information in the service portfolio
  • Ensuring that service level agreements are maintained (Correct)

Answer : Ensuring that service level agreements are maintained

Explanation SLAs are maintained by the Service Level Agreement Managemet process, not the Service Catalog Management process.

Which are the three levels of a multi-level service level agreement (SLA)?

Options are :

  • Technology, customer, user
  • Service provider, user, IT
  • Corporate, customer, technology
  • Corporate, customer, service provider (Correct)

Answer : Corporate, customer, service provider

Explanation The Service Level Agreement (SLA) is between the service provider and the customer. If you have to choose a third option, then corporate would be accurate, since it is between the service provider's corporate entity, as well.

Which of the following items would commonly be on the agenda for a change advisory board (CAB)?

Options are :

  • Details of failed changes
  • Updates to the change schedule
  • All of these options (Correct)
  • Reviews of completed changes

Answer : All of these options

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 of the following is the process owner NOT responsible for doing?

Options are :

  • Assisting with process design
  • Defining the process strategy
  • Performing all activities involved in a process (Correct)
  • Improving the process

Answer : Performing all activities involved in a process

Explanation The Process Practioner is the person responsible for performing all the activities involved in a given process.

Which one of the following would NOT involve event management?

Options are :

  • Recording and monitoring environmental conditions in the data centre
  • Monitoring the status of configuration items
  • Recording service desk staff absence (Correct)
  • Intrusion detection

Answer : Recording service desk staff absence

Explanation Service desk staff absense is an issues for a personnel system, not for an ITIL process. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.

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

Options are :

  • Centralized
  • Virtual
  • Outsourced (Correct)
  • Local

Answer : Outsourced

Explanation Outsources is not a type of sevice desk recognized by ITIL. Valid types of service desks are Local Servce Desk, Virtual Service Desk, Centralized Service Desk, and Follow-the-Sun Service Desks.

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Options are :

  • Any changes that would benefit the organization are included
  • All changes are mandated to be included (Correct)
  • Only changes that introduce new services are included
  • Only changes to business critical systems are included

Answer : All changes are mandated to be included

Explanation Design Coordination activities are largely focused on the Service Design phase of the lifecycle and works to provide consistency through Service Design activities.

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