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 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 BEST describes service strategy's value to the business?

Options are :

  • Reduction in unplanned costs through optimized handling of service outages
  • Enabling the service provider to have a clear understanding of what levels of service will make their customers successful (Correct)
  • Reduction in the duration and frequency of service outages
  • Allows higher volumes of successful change

Answer : Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Explanation Service strategy allows a service provider to determine what servcies is will offer to its customers to provide the most value to those customers.

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

Options are :

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

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.

What is a RACI model used for?

Options are :

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

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

Options are :

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

Answer : Implementing all standard changes

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

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

Options are :

  • To ensure that the overall business risk of change is optimized
  • 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 standardize methods and procedures used for efficient and prompt handling of all changes

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.

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

Options are :

  • Improved service alignment with business goals
  • Improved quality of service
  • Reduced total cost of ownership
  • 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.

What would be the next step in the continual service improvement (CSI) model after? (1) What is the vision? (2) Where are we now? (3) Where do we want to be? (4) How do we get there? (5) Did we get there?

Options are :

  • How much did it cost?
  • How do we keep the momentum going? (Correct)
  • What is the value on investment (VOI)?
  • What is the return on investment (ROI)?

Answer : How do we keep the momentum going?

Explanation How do we maintain momentum? Is the 6th step in the CSI process, and then the cycle repeats.

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

Options are :

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

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

Options are :

  • Local
  • Centalized
  • Outsourced (Correct)
  • Virtual

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.

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

Options are :

  • Continuity
  • Availability (Correct)
  • Serviceability
  • Capacity

Answer : Availability

Explanation Availability is defined as the ability of a system, service, or configuration item (CI) to perform its function, when required.

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

Options are :

  • Release management
  • Capacity management
  • Service transition planning and support (Correct)
  • Change 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 is NOT an objective of request fulfillment?

Options are :

  • To provide information to users about what services are available and how to request them
  • To update the service catalogue with services that may be requested through the service desk (Correct)
  • To provide a channel for users to request and receive standard services
  • To source and deliver the components of standard services that have been requested

Answer : To update the service catalogue with services that may be requested through the service desk

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

Which one of the following is NOT an aim of the change management process?

Options are :

  • To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
  • To ensure the impact of changes are understood
  • To deliver and manage IT services at agreed levels to business users (Correct)
  • To ensure that changes are recorded and evaluated

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

Explanation Change Management is concerned with recording, evaluating, approving, testing, and reviewing changes to services, systems, and other Configuration Items. All changes involve risk.

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

Options are :

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

Answer : Process manager

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

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

Options are :

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

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

The definitive media library is the responsibility of:

Options are :

  • Access management
  • Facilities management
  • Request fulfillment
  • Service asset and configuration management (Correct)

Answer : Service asset and configuration management

Explanation The Definitive Media Library (DML) is the responsibility of the Service Asset and Configruation Management (SACM) process.

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Options are :

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

Answer : Continual service improvement

Explanation Continual Service Improvement is about the alignment and re-alignment of services, processes, functions, etc. with changing business needs. Concerned with the consistent application of quality management methods to the service.

What activities would be performed by access management?

Options are :

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

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.

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
  • Service value is modelled
  • Service value is visible to customers (Correct)
  • Measures for optimization are identified

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

Options are :

  • Service asset and configuration management (Correct)
  • Incident management
  • 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 is the correct definition of a customer-facing service?

Options are :

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

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 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 stage of the change management process deals with what should be done if the change is unsuccessful?

Options are :

  • Categorization
  • Prioritization
  • Review and close
  • Remediation planning (Correct)

Answer : Remediation planning

Explanation If a change is unsuccessful, then a branch plan must be executed. This could involve remediation planning (how to work around the issues until a new solution can be created), or a redesign of the service.

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

Options are :

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

Answer : Informational, warning, exception

Explanation Events are classified as Informational (no actin required), Warning (item is approaching a performance or capacity limitation), or Exception (item has exceeded a threshold).

What is the BEST description of an incident?

Options are :

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

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.

Which process is responsible for the availability, confidentiality and integrity of data?

Options are :

  • Service asset and configuration management
  • Change Management
  • Information security management (Correct)
  • Service catalogue management

Answer : Information security management

Explanation The Information Security Management (ISyM) process is concerned with the three tenants of information systems security: Confidentifality, Integrity, and Availability.

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

Options are :

  • Financial arrangements related to the contract
  • Responsibilities and dependencies for both parties
  • 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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