ITIL Foundation Test #2

40 Questions | Total Attempts: 2955

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ITIL Quizzes & Trivia

ITIL foundation test 40 questions multiple choice


Questions and Answers
  • 1. 
    Which of the following is a MAJOR activity of Demand Management?
    • A. 

      Understanding patterns of business activity

    • B. 

      Increasing customer value

    • C. 

      Aligning the business with IT cost

    • D. 

      Increasing the value of IT

  • 2. 
    The Information Security Policy should be available to which groups of people?
    • A. 

      Information Security Management staff only

    • B. 

      Senior business managers and all IT staff only

    • C. 

      Senior business managers, IT executives and the Information Security Manager only

    • D. 

      All customers, users and IT staff

  • 3. 
    Which of the following should IT services deliver to customers?
    • A. 

      Risk

    • B. 

      Cost

    • C. 

      Capabilities

    • D. 

      Value

  • 4. 
    Which of the following is the CORRECT sequence of activities for handling an incident?
    • A. 

      Identification, Initial Diagnosis, Investigation, Logging, Categorization, Functional Escalation, Prioritization, Resolution and Recovery, Closure

    • B. 

      Prioritization, Identification, Logging, Categorization, Initial Diagnosis, Functional Escalation, Investigation and Diagnosis, Resolution and Recovery, Closure

    • C. 

      Identification, Logging, Initial Diagnosis, Categorization, Prioritization, Functional Escalation, Resolution and Recovery, Investigation and Diagnosis, Closure

    • D. 

      Identification, Logging, Categorization, Prioritization, Initial Diagnosis, Functional Escalation, Investigation and Diagnosis, Resolution and Recovery, Closure

  • 5. 
    Which statement about the relationship between the Configuration Management System (CMS) and the Service Knowledge Management System (SKMS) is CORRECT?
    • A. 

      The CMS forms part of the SKMS

    • B. 

      There is no relationship between the CMS and the SKMS

    • C. 

      The CMS and SKMS are the same thing

    • D. 

      The SKMS is part of the CMS

  • 6. 
    Which of the following is NOT an objective of Service Operation?
    • A. 

      Thorough testing to ensure that services are designed to meet business needs

    • B. 

      To manage the technology used to deliver services

    • C. 

      To deliver and manage IT services

    • D. 

      To monitor the performance of technology and processes

  • 7. 
    A technician uses a pre-defined technique to restore service as the incident has been seen before.This is an example of which of the following?
    • A. 

      A workaround

    • B. 

      A standard change

    • C. 

      A standard change

    • D. 

      A service capability

  • 8. 
    Which of the following would be stored in the Definitive Media Library (DML)?1. Copies of purchased software2. Copies of internally developed software3. Relevant licence documentation4. The Change Schedule
    • A. 

      All of the above

    • B. 

      3 and 4 only

    • C. 

      1, 2 and 3 only

    • D. 

      1 and 2 only

  • 9. 
    What does the term Operations Control refer to?
    • A. 

      Overseeing the execution and monitoring of operational activities and events

    • B. 

      It is the tools used to monitor and display the status of the IT Infrastructure and Applications

    • C. 

      Managing the Technical and Applications Management functions

    • D. 

      It is the Service Desk monitoring the status of the infrastructure when operators are not available

  • 10. 
    Which of the following statements about the Service Desk is/are CORRECT?1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues2. The Service Desk should be the owner of the Problem Management process
    • A. 

      Both of the above

    • B. 

      Neither of the above

    • C. 

      1 only

    • D. 

      2 only

  • 11. 
    Which of the following can be described as "Self-Contained units of organizations"?
    • A. 

      Processes

    • B. 

      Roles

    • C. 

      Functions

    • D. 

      Procedures

  • 12. 
    What is the MAIN goal of Availability Management?
    • A. 

      To monitor and report availability of components

    • B. 

      To ensure that all targets in the Service Level Agreements (SLAs) are met

    • C. 

      To guarantee availability levels for services and components

    • D. 

      To ensure that service availability matches or exceeds the agreed needs of the business

  • 13. 
    Which of the following statements about Problem Management is/are CORRECT?1. It ensures that all resolutions or workarounds that require a change to a Configuration Item (CI) are submitted through Change Management2. It provides management information about the cost of resolving and preventing problems
    • A. 

      Neither of the above

    • B. 

      1 only

    • C. 

      2 only

    • D. 

      Both of the above

  • 14. 
    Which of the following is NOT a type of metric described in Continual Service Improvement (CSI)?
    • A. 

      Personnel Metrics

    • B. 

      Process Metrics

    • C. 

      Technology Metrics

    • D. 

      Service Metrics

  • 15. 
    What is the RACI model used for?
    • A. 

      Analyzing the business impact of an incident

    • B. 

      Creating a balanced scorecard showing the overall status of service management

    • C. 

      Documenting the roles and relationships of stakeholders in a process or activity

    • D. 

      Defining requirements for a new service or process

  • 16. 
    Which statement about value creation through services is CORRECT?
    • A. 

      Delivering service provider outcomes is important in the value of a service

    • B. 

      Service provider preferences drive the value perception of a service

    • C. 

      The value of a service can only ever be measured in financial terms

    • D. 

      The customer's perception of the service is an important factor in value creation

  • 17. 
    Which of the following is the BEST description of an Operational Level Agreement (OLA)?
    • A. 

      A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities of both parties

    • B. 

      An agreement between a 3rd party Service Desk and the IT customer about fix and response times

    • C. 

      An agreement between an IT service provider and another part of the same organization that assists in the provision of services

    • D. 

      An agreement between two service providers about the levels of service required by the customer

  • 18. 
    Which of the following is an activity of the Service Asset and Configuration Management process?
    • A. 

      Specify the relevant attributes of each Configuration Item (CI)

    • B. 

      Account for all the financial assets of the organization

    • C. 

      Design service models to justify ITIL implementations

    • D. 

      Implement ITIL across the organization

  • 19. 
    Which process is responsible for recording relationships between service components?
    • A. 

      Incident Management

    • B. 

      Service Portfolio Management

    • C. 

      Service Level Management

    • D. 

      Service Asset and Configuration Management

  • 20. 
    Which of the following are the Four Ps of Service Design?
    • A. 

      People, Partners, Products, Processes

    • B. 

      Planning, Perspective, Position, People

    • C. 

      Perspective, Partners, Problems, People

    • D. 

      Planning, Products, Position, Processes

  • 21. 
    Which statement BEST describes the purpose of Event Management?
    • A. 

      The ability to detect events, make sense of them and determine the appropriate control action

    • B. 

      The ability to detect events, restore normal service as soon as possible and minimize the adverse impact on business operations

    • C. 

      The ability to report on the successful delivery of services by checking the uptime of infrastructure devices

    • D. 

      The ability to monitor and control the activities of technical staff

  • 22. 
    What is the role of the Emergency Change Advisory Board (ECAB)?
    • A. 

      To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods

    • B. 

      To assist the Change Manager by implementing emergency changes

    • C. 

      To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur

    • D. 

      To assist the Change Manager in evaluating emergency changes and to decide whether they should be approved

  • 23. 
    Which of the following does Service Transition provide guidance on?1. Moving new and changed services into production2. Testing and Validation3. Transfer of services to or from an external service provider
    • A. 

      All of the above

    • B. 

      2 only

    • C. 

      1 and 2 only

    • D. 

      1 and 3 only

  • 24. 
    Which of the following are valid elements of a Service Design Package?1. Agreed and documented business requirements2. A service definition for transition and operation of the service3. Requirements for new or changed processes4. Metrics to measure the service
    • A. 

      2 and 3 only

    • B. 

      All of the above

    • C. 

      1 only

    • D. 

      1, 2 and 4 only

  • 25. 
    What is the purpose of the Request Fulfilment Process?
    • A. 

      Making sure all requests within an IT organization are fulfilled

    • B. 

      Making sure the Service Level Agreement (SLA) is met

    • C. 

      Dealing with service requests from the users

    • D. 

      Ensuring fulfilment of change requests

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