ITIL Foundation V3 1

40 Questions | Total Attempts: 2114

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ITIL V3 Quizzes & Trivia

Sample quiz based on experience from exam questions. ITIL is a registered trademark owned by OGC.


Questions and Answers
  • 1. 
    Which of the following are characteristics of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It delivers its primary results to a customer or stakeholder 
    • A. 

      A) 1, 2, and 3 only

    • B. 

      B) 1, 2, and 4 only

    • C. 

      C) 1, 3, and 4 only

    • D. 

      D) All of the above

  • 2. 
    Which of the following statements about the Service Desk are CORRECT? 1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. The Service Desk is always the owner of the Incident Management process 
    • A. 

      A) 2 only

    • B. 

      B) 1 only

    • C. 

      C) Both of the above

    • D. 

      D) Neither of the above

  • 3. 
    Facilities Management refers to:
    • A. 

      A) The Management of IT services that are viewed as "utilities", such as printers or network access

    • B. 

      B) Advice and guidance to IT Operations on methodology and tools for managing IT Services

    • C. 

      C) The Management of the physical IT environment such as a Data Center

    • D. 

      D) The procurement and maintenance of tools that are used by IT Operations staff to maintain the infrastructure

  • 4. 
    Which of the following statements is CORRECT? An Incident occurs when…  1. A user is unable to access a service during service hours 2. An authorised IT staff member is unable to access a service during service hours 3. A network segment fails and the user is not aware of any disruption to service 4. A user contacts the Service Desk about slow performance of an application 
    • A. 

      A) All of the above

    • B. 

      B) 1 and 4 only

    • C. 

      C) 2 and 3 only

    • D. 

      D) None of the above

  • 5. 
    Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware design 2. Environmental design 3. Process design 4. Software design 
    • A. 

      A) 1, 3 and 4 only

    • B. 

      B) 1, 2 and 3 only

    • C. 

      C) All of the above

    • D. 

      D) 2, 3 and 4 only

  • 6. 
    Which of the following would NOT be stored in the Definitive Media Library (DML)? 
    • A. 

      A) Master copies of software

    • B. 

      B) Backups of application data

    • C. 

      C) Software licences

    • D. 

      D) Master copies of controlled documentation

  • 7. 
    The priority of an Incident is BEST described as: 
    • A. 

      A) The relative importance of the Incident based on impact and urgency

    • B. 

      B) The speed with which the Incident needs to be resolved

    • C. 

      C) The number of staff that will be assigned to work on the Incident so that it is resolved in time

    • D. 

      D) The escalation path that will be followed to ensure resolution of the Incident

  • 8. 
    Which of the following is a benefit of using Service Design tools? 
    • A. 

      A) To help ensure that standards and conventions are followed

    • B. 

      B) To help ensure that Events are detected as quickly as possible

    • C. 

      C) To help enable different applications to work together

    • D. 

      D) To help implement architectures that support the business strategy

  • 9. 
    Which of the following statements are CORRECT? Service Transition provides guidance on… 1. Moving new and changed services into production 2. Testing 3. The transfer of services to or from an external service provider 
    • A. 

      A) 1 and 2 only

    • B. 

      B) 1 only

    • C. 

      C) All of the above

    • D. 

      D) 1 and 3 only

  • 10. 
    The MAIN goal of Availability Management is: 
    • A. 

      A) To monitor and report availability of services and components

    • B. 

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

    • C. 

      C) To guarantee availability levels for services and components

    • D. 

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

  • 11. 
    Which of the following is the CORRECT description of the Four Ps of Service Design? 
    • A. 

      A) A four step process for the design of effective Service Management

    • B. 

      B) A definition of the people and products required for successful design

    • C. 

      C) A set of questions that should be asked when reviewing design specifications

    • D. 

      D) The four major areas that need to be considered in the design of effective Service Management

  • 12. 
    What is the role of the Emergency Change Advisory Board (ECAB)? 
    • A. 

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

    • B. 

      B) To assist the Change Manager by implementing Emergency Changes

    • C. 

      C) To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be approved

    • D. 

      D) To assist the Change Manager in speeding up the Emergency Change Process so that no unacceptable delays occur

  • 13. 
    What is the RACI model used for? 
    • A. 

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

    • B. 

      B) Defining requirements for a new service or process

    • C. 

      C) Analysing the business impact of an Incident

    • D. 

      D) Creating a Balanced Scorecard showing the overall status of service management

  • 14. 
    Which of the following roles is responsible for identifying opportunities for improvement?  1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner 
    • A. 

      A) 1 and 2 only

    • B. 

      B) 1 and 3 only

    • C. 

      C) All of the above

    • D. 

      D) 2 and 3 only

  • 15. 
    What does "Warranty of a service" mean? 
    • A. 

      A) The service is fit for purpose

    • B. 

      B) There will be no failures in applications and infrastructure associated with the service

    • C. 

      C) All service-related problems are fixed free of charge for a certain period of time

    • D. 

      D) Customers are assured of certain levels of availability, capacity, continuity and security

  • 16. 
    The wording of an SLA should be: 
    • A. 

      A) In technical language to ensure that it fully reflects the details of the service to be provided

    • B. 

      B) In legal language to ensure that all terms are fully defined and unambiguous

    • C. 

      C) Clear and concise and leave no room for ambiguity so everyone can understand it

    • D. 

      D) In both legal and technical language to cover the needs of the business and the service provider

  • 17. 
    Which of the following activities are included in Access Management?  1. Verifying the identity of users requesting access to services 2. Setting the rights or privileges of systems to allow access to authorized users 3. Defining security policies for system access 4. Monitoring the availability of systems that users should have access to 
    • A. 

      A) 2 and 4 only

    • B. 

      B) 1 and 3 only

    • C. 

      C) 2 and 3 only

    • D. 

      D) 1 and 2 only

  • 18. 
    Which of the following is a Service Owner responsible for? 
    • A. 

      A) Continual Improvement of the service

    • B. 

      B) Designing and documenting a service

    • C. 

      C) Carrying out the Service Operations activities needed to support a service

    • D. 

      D) Producing a Balanced Scorecard showing the overall status of all services

  • 19. 
    Which of the following statements is CORRECT?  1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity 
    • A. 

      A) Both of the above

    • B. 

      B) 1 only

    • C. 

      C) 2 only

    • D. 

      D) Neither of the above

  • 20. 
    Which of the following should a Service Catalogue contain? 
    • A. 

      A) The version information of all software

    • B. 

      B) The organisational structure of the company

    • C. 

      C) Asset information

    • D. 

      D) Details of all operational services

  • 21. 
    Which of the following is the CORRECT description of the Four Ps of Service Design? 
    • A. 

      A) A four step process for the design of effective service management

    • B. 

      B) A definition of the people and products required for successful design

    • C. 

      C) The four major areas that need to be considered in the design of effective Service Management

    • D. 

      D) A set of questions that should be asked when reviewing design specifications

  • 22. 
    Which is the first activity of the Continual Service Improvement (CSI) model? 
    • A. 

      A) Assess the current business situation

    • B. 

      B) Carry out a baseline assessment to understand the current situation

    • C. 

      C) Agree on priorities for improvement

    • D. 

      D) Create and verify a plan

  • 23. 
    Defining the functional requirements for a new service is part of: 
    • A. 

      A) Service Operation: Application Management

    • B. 

      B) Service Strategy: Service Portfolio Management

    • C. 

      C) Service Design: Design the technology architecture

    • D. 

      D) Service Design: Design the service solutions

  • 24. 
    Which of the following BEST describes a Workaround? 
    • A. 

      A) A technician uses a pre-defined technique to restore service, as this Incident has been seen before

    • B. 

      B) A technician tries several approaches to solve an Incident. One of them works, although he does not know why

    • C. 

      C) After reporting the Incident to the Service Desk, the user works on alternative tasks while the problem is identified and resolved

    • D. 

      D) A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the Incident

  • 25. 
    Operations Control refers to: 
    • A. 

      A) The managers of the Technical and Applications Management functions

    • B. 

      B) Overseeing the execution and monitoring of operational activities and Events

    • C. 

      C) The tools used to monitor and display the status of the IT Infrastructure and Applications

    • D. 

      D) The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available

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