ITIL Foundation Certification Exam Questions

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Options are :

  • Describes how the configuration items (CIs) work together to deliver the services (Correct)
  • Describes the topography of the hardware
  • Defines how version numbers should be used in a release
  • Defines which software should be installed on a particular piece of hardware

Answer : Describes how the configuration items (CIs) work together to deliver the services

Explanation The CMS stores records of Configuration Items in the Configuration Management Database (CMDB). The CMS/CMDB differs from a traditional asset database in that it also provides information regarding how Configuration Items are related to each other.

Which one of the following statements about incident reporting and logging is CORRECT?

Options are :

  • Incidents reported by technical staff must also be logged as problems
  • Incidents can be reported by anyone who detects a disruption or potential disruption to normal service (Correct)
  • All calls to the service desk must be logged as incidents
  • Incidents can only be reported by users

Answer : Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

What is the two primary elements that create value for customers?

Options are :

  • Service requirements and warranty
  • Resources and capabilities (Correct)
  • Customer and user satisfaction
  • Value on Investment (VOI) and Return on Investment (ROI)

Answer : Resources and capabilities

Explanation Resources and Capacbilities are process enablers that support the service or process in order to create value for customers.

Which of the following is the correct definition of an outcome?

Options are :

  • The result of carrying out an activity, following a process or delivering an IT service (Correct)
  • The results specific to the clauses in a service level agreement (SLA)
  • All incidents reported to the service desk
  • All the accumulated knowledge of the service provider

Answer : The result of carrying out an activity, following a process or delivering an IT service

Explanation The outcome is the result of carrying out an activity, following a process, or delivering an IT service. It refers to the intended or actual results.

What should be documented in an incident model?

Options are :

  • Details of the service level agreement (SLA) pertaining to the incident AND Chronological order of steps to resolve the incident
  • Chronological order of steps to resolve the incident (Correct)
  • Details of the service level agreement (SLA) pertaining to the incident
  • None of these choices

Answer : Chronological order of steps to resolve the incident

Explanation An incident model is a set of predefined steps for handling a particular type of incident. It is used by the service desk for handling the initial logging and resolution of an incident.

What are the Four P's of effective IT service?

Options are :

  • People, products, plans, partners
  • People, process, products, partners (Correct)
  • People, process, partners, performance
  • Performance, process, products, plans

Answer : People, process, products, partners

Explanation People (Human resources and organizational structures), Processes (Service Management Processes), Products (Technology and other infrastructure), and Partners (Third-parties) which provide IT services.

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Options are :

  • Suppliers, manufacturers and vendors (Correct)
  • The facilities management function
  • Customers
  • Internal departments

Answer : Suppliers, manufacturers and vendors

Explanation Partners are third-parties who provide services required to support the services. These include suppliers, manufacturers, and vendors.

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Options are :

  • To deliver and manage IT services at agreed levels to business users and customers (Correct)
  • To proactively prevent all outages to IT services
  • To design and build processes that will meet business needs
  • To decide how IT will engage with suppliers during the service lifecycle

Answer : To deliver and manage IT services at agreed levels to business users and customers

Explanation The Service Operation phase of the Service Lifecycle is concerned with ensuring that services operate within agreed parameters. When service interruptions do occur, Service Operation is charged with restoring service as quickly as possible and with minimizing the impact to the business.

In which core ITIL publication can you find detailed descriptions of service catalog management, information security management, and supplier management?

Options are :

  • Service design (Correct)
  • Service strategy
  • Service transition
  • Service operation

Answer : Service design

Explanation Service Design contains Service Catalog Management, Service Level Management, Availability Management, Capacity Management, Service Continuity Management, IT Security Management, and Supplier Management.

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

Options are :

  • A set of specialized organizational capabilities for providing value to customers in the form of services (Correct)
  • An internationally recognized methodology to provide valuable services to customers
  • The ability to keep services highly available to meet the business needs
  • A complete set of all the documentation required to deliver world class services to customers

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

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.

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

Options are :

  • Internal service (Correct)
  • Delivered service
  • External service
  • Strategic service

Answer : Internal service

Explanation This is called an internal service, and the service provider is called a Type I or Type II service provider.

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Options are :

  • Critical success factors (CSFs), key performance indicators (KPIs), activities
  • Technology, process and service (Correct)
  • Return on investment (ROI), value on investment (VOI)1 quality
  • Strategic, tactical and operational

Answer : Technology, process and service

Explanation There are three types of metrics: technology metrics, process metrics, and service metrics. An organization should collect and analyze all three for proper continual service improvement.

Service transition contains detailed descriptions of which processes?

Options are :

  • Service level management, service portfolio management, service asset and configuration management
  • Change management, service asset and configuration management, release and deployment management (Correct)
  • Service asset and configuration management, release and deployment management, request fulfillment
  • Change management, capacity management event management, service request management

Answer : Change management, service asset and configuration management, release and deployment management

Explanation Service Transition phase contains Change Management, Service Asset & Configuration Management, Release & Deployment Management, Transition Planning & Support, Service Validation & Testing, Evaluation, and Knowledge Management.

Which process would maintain policies, standards and models for service transition activities and processes?

Options are :

  • Capacity management
  • Service transition planning and support (Correct)
  • Change management
  • Release management

Answer : Service transition planning and support

Explanation Service Transition Planning and Support process maintains the policies, standards, and models for the sevice transition activities.

Which of the following can include steps that will help to resolve an incident?

Options are :

  • Neither of these options
  • Known error record
  • Incident model
  • Both of these options (Correct)

Answer : Both of these options

Explanation The incident model and the known error record can be useful during troubleshooting and support efforts.

Which of the following CANNOT be provided by a tool?

Options are :

  • Knowledge
  • Data
  • Information
  • Wisdom (Correct)

Answer : Wisdom

Explanation Wisdom is correct, well-informed decisions based on accurate data analyzed and presented in the correct context.

What should a service always deliver to customers?

Options are :

  • Value (Correct)
  • Resources
  • Application
  • Infrastructure

Answer : Value

Explanation A service is a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks. It is about delivering value to the customers!

Availability management is directly responsible for the availability of which of the following?

Options are :

  • IT services and business processes
  • IT services, components and business processes
  • IT services and components (Correct)
  • Components and business processes

Answer : IT services and components

Explanation The Availability Management process is concerned with management and achievement of agreed availability requirements as established in Service Level Agreements. In ITIL®, availability is defined as the ability of a system, service, or configuration item to perform its function when required.

Where should details of a workaround be documented?

Options are :

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

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 an objective of service transition?

Options are :

  • To provide quality knowledge and information about services and service assets
  • To ensure that a service can be operated, managed and supported
  • To plan and manage the capacity and resource requirements to manage a release
  • 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.

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

Options are :

  • Control of exposure to risk and investment of capital
  • 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

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 NOT a service desk organizational structures are described in service operation?

Options are :

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

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 is NOT a valid objective of problem management?

Options are :

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

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 cause incidents. Restoring service to a user is part of incident management, not problem management.

Which of the following is the correct definition of an outcome?

Options are :

  • The result of carrying out an activity, following a process or delivering an IT service (Correct)
  • All the accumulated knowledge of the service provider
  • All incidents reported to the service desk
  • The results specific to the clauses in a service level agreement (SLA)

Answer : The result of carrying out an activity, following a process or delivering an IT service

Explanation The outcome is the result of carrying out an activity, following a process, or delivering an IT service. It refers to the intended or actual results.

What should be documented in an incident model?

Options are :

  • Details of the service level agreement (SLA) pertaining to the incident
  • Details of the service level agreement (SLA) pertaining to the incident AND Chronological order of steps to resolve the incident
  • Chronological order of steps to resolve the incident (Correct)
  • None of these choices

Answer : Chronological order of steps to resolve the incident

Explanation An incident model is a set of predefined steps for handling a particular type of incident. It is used by the service desk for handling the initial logging and resolution of an incident.

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Options are :

  • IT service continuity management
  • Supplier management (Correct)
  • Service catalog management
  • Service level management

Answer : Supplier management

Explanation Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management plays a very similar role to that of Service Level Management, but with respect to external suppliers.

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

Options are :

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

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).

Which Functions are included in IT Operations Management?

Options are :

  • Facilities management and Release management
  • IT Operations control and Facilities management (Correct)
  • 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.

When can a known error record be raised or elevated?

Options are :

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

Answer : Both of these options

Explanation A Known Error record is one that has a idenified 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 process will regularly analyze incident data to identify discernible trends?

Options are :

  • Event management
  • Problem management (Correct)
  • Service level management
  • Change Management

Answer : Problem management

Explanation Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents.

Which of these recommendations is best practice for service level management?

Options are :

  • Neither of these (Correct)
  • Include legal terminology in service level agreements (SLAs)
  • It is NOT necessary to be able to measure all the targets in an SLA
  • Both of these

Answer : Neither of these

Explanation There is no need to include legalese in the Service Level Agreements. Also, all SLAs must be measurable, otherwise they are useless in the Service Operations phase.

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

Options are :

  • To ensure that an agreed level of IT service is provided for all current IT services (Correct)
  • To carry out the service operations activities needed to support current IT services
  • To create and populate a service catalogue
  • To ensure that sufficient capacity is provided to deliver the agreed performance of services

Answer : To ensure that an agreed level of IT service is provided for all current IT services

Explanation Service Level Management is one of the processes within the Service Design phase, it shares many activities and objectives with Continual Service Improvement. In particular, both emphasize regular measurement and review of services.

In which document would you expect to see an overview of actual service achievements against?

Options are :

  • Operational level agreement (OLA)
  • Capacity plan
  • SLA monitoring chart (SLAM) (Correct)
  • Service level agreement (SLA)

Answer : SLA monitoring chart (SLAM)

Explanation SLAM charts provide an attractice, visual representation of achievement against targets of an SLA. Also know as stoplight charts, or Red-Yellow-Green charts.

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

Options are :

  • The availability of a service or component
  • How quickly a service or component can be restored to normal working order
  • How long a service or configuration item (CI) can perform its function without failing (Correct)
  • 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 one of the following is the BEST description of a relationship in service asset and configuration management?

Options are :

  • Describes how the configuration items (CIs) work together to deliver the services (Correct)
  • Describes the topography of the hardware
  • Defines which software should be installed on a particular piece of hardware
  • Defines how version numbers should be used in a release

Answer : Describes how the configuration items (CIs) work together to deliver the services

Explanation The CMS stores records of Configuration Items in the Configuration Management Database (CMDB). The CMS/CMDB differs from a traditional asset database in that it also provides information regarding how Configuration Items are related to each other.

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

Options are :

  • Coordinate (Correct)
  • Plan
  • Act
  • Do

Answer : Coordinate

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

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

Options are :

  • Availability management
  • Capacity management
  • Service catalogue 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.

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
  • Change proposal (Correct)
  • Service request

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.

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

Options are :

  • An agreement that covers one service for all customers of that service (Correct)
  • 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

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

Options are :

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

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.

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).

Which process is responsible for ensuring that appropriate testing takes place?

Options are :

  • Service asset and configuration management
  • Release and deployment management (Correct)
  • Service level management
  • Knowledge management

Answer : Release and deployment management

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

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Options are :

  • Service level management
  • Problem management (Correct)
  • Event management
  • Change Management

Answer : Problem management

Explanation Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents.

Which of the following CANNOT be provided by a tool?

Options are :

  • Wisdom (Correct)
  • Information
  • Data
  • Knowledge

Answer : Wisdom

Explanation Wisdom is correct, well-informed decisions based on accurate data analyzed and presented in the correct context.

Which two processes will contribute MOST to enabling effective problem detection?

Options are :

  • Change and release and deployment management
  • Incident and event management (Correct)
  • Knowledge and service level management
  • Incident and financial management

Answer : Incident and event management

Explanation Incident Management is concerned with the rapid restoration of services and with minimization of impact to the business. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.

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

Options are :

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

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

Options are :

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

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.

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