ITIL Foundation Certification Exam Questions and Answers

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

Options are :

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

Answer : IT operations management

Explanation IT Operations Management is conce

  • Description of the goods or service provided
  • All of these choices (Correct)
  • 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.

    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, products, perspective, partners
    • People, process, partners, performance

    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.

    Which of the following options is a hierarchy that is used in knowledge management?

    Options are :

    • Information - Data - Knowledge - Wisdom
    • Data - Information - Knowledge - Wisdom (Correct)
    • Knowledge - Wisdom - Information - Data
    • Wisdom - Information - Data - Knowledge

    Answer : Data - Information - Knowledge - Wisdom

    Explanation The data-information-knowledge-wisdom (DIKW) model is a common one in knowledge management. This model takes data, converts it to information, then creates knowledge, and hopefully helps leadership to find wisdom.

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

    Options are :

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

    Answer : Service strategy

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

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

    Options are :

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

    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.

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

    Options are :

    • Only changes to business critical systems are included
    • 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

    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. Its scope is only limited by changes that could bring value to the organization.

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

    Options are :

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

    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.

    Who is responsible for defining metrics for change management?

    Options are :

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

    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 is an enabler of best practice?

    Options are :

    • Standards
    • Academic research
    • Technology (Correct)
    • Internal experience

    Answer : Technology

    Explanation Standards, academic research, and internal experience can be good sources of best practices, but technology is an enable of best practices!

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

    Options are :

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

    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 is the BEST description of a service request?

    Options are :

    • Anything that the customer wants and is prepared to pay for
    • Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
    • A request from a user for information, advice or for a standard change (Correct)
    • Any request or demand that is entered by a user via a self-help web-based interface

    Answer : A request from a user for information, advice or for a standard change

    Explanation Service requests can be anything request by a user, inlcuding service, help, advice, guidance, a standard change, or even a continual service improvement suggestion.

    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 :

    • Project baseline
    • Change 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 are types of service are NOT defined in ITIL?

    Options are :

    • Enhancing
    • Special (Correct)
    • Enabling
    • Core

    Answer : Special

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

    Which of the following statements is CORRECT for every process?

    Options are :

    • Neither of these
    • Both of these
    • It delivers its primary results to a customer or stakeholder (Correct)
    • It defines activities that are executed by a single function

    Answer : It delivers its primary results to a customer or stakeholder

    Explanation Processes are structured sets of activities designed to achieve a specific objective. The delvier results to a specific customer or stakeholder, transform inputs into outputs, are measurable, and are trigger by specific events.

    Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

    Options are :

    • Public frameworks are always cheaper to adopt
    • Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented (Correct)
    • Proprietary knowledge has been tested in a wide range of environments
    • Public frameworks are prescriptive and tell you exactly what to do

    Answer : Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

    Explanation Since ITIL is a public framework, it is well-documented, tested across a wide variety of organixations, and overall is easier to implement.

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

    Options are :

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

    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 are NOT objectives of service level management?

    Options are :

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

    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 one of the following would NOT involve event management?

    Options are :

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

    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.

    What BEST describes the purpose of access management?

    Options are :

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

    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.

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

    Options are :

    • Standard operating procedures (SOP)
    • Configuration management system (CMS) (Correct)
    • Definitive media library (DML)
    • 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 detemining the level of impoact of a problem.

    What should a service always deliver to customers?

    Options are :

    • Infrastructure
    • Resources
    • Value (Correct)
    • Application

    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!

    Which statement about the service portfolio is TRUE?

    Options are :

    • The service portfolio includes all services except those managed by third parties
    • 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)
    • It is an integral part of the service catalogue

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

    Options are :

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

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