ITIL Foundation Certification Trivia Quiz!

38 Questions | Total Attempts: 8234

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ITIL Foundation Certification Trivia Quiz! - Quiz

You need to take this ITIL Foundation certification quiz today if you want to enhance your knowledge about the Information Technology Infrastructure Library Foundation! The Information Technology Library Foundation is a certification based on their Information Technology Service Management practices. Their aim is to give professionals an understanding of the guidelines and the framework of IT. Make sure to answer each question carefully as it will affect your final score. Let's go!


Questions and Answers
  • 1. 
    The network managers have excessive workloads and have no time to proactively manage the network. One of the contributing factors to these large workloads is the frequency that users contact these managers directly. Which ITIL process would improve this situation?
    • A. 

      Change Management

    • B. 

      Configuration Management

    • C. 

      Incident Management

    • D. 

      Problem Management

  • 2. 
    A new networked computer is installed to replace an existing PC. The old PC is installed as a print Server for local area network.Which process is responsible for registering this modification in the Configuration Management Database (CMDB)?
    • A. 

      Change Management

    • B. 

      Configuration Management

    • C. 

      Problem Management

    • D. 

      Release Management

  • 3. 
    Which task is a Problem Manangement responsiblity?
    • A. 

      To co-ordinate all modifications to the IT infrastructure

    • B. 

      To record incidents for later study

    • C. 

      To approve all modifications made to the Known Error database

    • D. 

      To identify user needs and modify the IT infrastructure based on such needs

  • 4. 
    Because of its increased dependency on information systems, a national realty firm decides that there must be assurance for the provision of IT services during any system interruptions. Which process should be implemented to provide this assurance?
    • A. 

      Availability Management

    • B. 

      IT Service Continuity Management

    • C. 

      Service Level Management

    • D. 

      Service Management

  • 5. 
    Which concept is not part of Financial Management for IT Services?
    • A. 

      Budgeting

    • B. 

      Charging

    • C. 

      Procuring

    • D. 

      Pricing

  • 6. 
    Performance Management and resources management are parts of which process?
    • A. 

      Availability management

    • B. 

      Capacity management

    • C. 

      IT Service Continuity management

    • D. 

      Service management

  • 7. 
    What is the role of ITIL within IT Service Management?
    • A. 

      To provide an approach based on the best examples taken from practice

    • B. 

      To serve as the international standard for IT Service Management

    • C. 

      To serve as the standard model for IT service provision

    • D. 

      To serve as a theoretical framework for process design

  • 8. 
    The Service Desk has handled 2317 calls this month.What would this include?
    • A. 

      Modifications to Service Level Agreements (SLA's)

    • B. 

      Notices regarding modified Configuration Items (CI's)

    • C. 

      Requests to IT organization for user support

  • 9. 
    Which concept is part of IT Service Continuity Management?
    • A. 

      Application Sizing

    • B. 

      Vulnerability

    • C. 

      Maintainability

    • D. 

      Resilience

  • 10. 
    Data provided for financial administration of XYZ must only be accessible to authorized users. Security Management takes steps to ensure this. By taking these steps, which aspect of data can be ensured?
    • A. 

      Availability

    • B. 

      Integrity

    • C. 

      Stability

    • D. 

      Confidentiality

  • 11. 
    A computer operator notices the full storage capacity of her/his disk will soon be used.To which ITIL process must this situation be reported.
    • A. 

      Availability Management

    • B. 

      Capacity Management

    • C. 

      Change Management

    • D. 

      Incident Management

  • 12. 
    The data in the Configuration Management Database (CMDB) can only be modified after permission is granted to modify the infrastructure.  Which process grants such permission?
    • A. 

      Change Management

    • B. 

      Configuration Management

    • C. 

      Incident Management

    • D. 

      Service Level Management

  • 13. 
    Which activity is a Release Management responsibility?
    • A. 

      To check whether any illegal software on computers within the organization

    • B. 

      To store the original versions of all authorized software within the organization.

    • C. 

      To register where each software version is available

  • 14. 
    For which purposes does Service Level Management use data from Service Desk's incident registration?
    • A. 

      To draw up Service Level Agreements (SLA'S)

    • B. 

      To report on the number and nature of incidents that occurred during a specific period.

    • C. 

      To determine the availability of an IT service using the number of resolved incidents.

    • D. 

      To analyze, together with other data, to determine if the agreed service level is being provided.

  • 15. 
    Which of the following best describes a Problem?
    • A. 

      One or more Know Errors

    • B. 

      A known cause of one or more incidents

    • C. 

      The unknown cause of of one or more incidents

    • D. 

      A known error with one or more incidents

  • 16. 
    A User calls the service desk with the complaint that an error continually occurs when using a specific application. This causes the connection with the network to be broken. Which Itil process is responsible for tracing the cause?
    • A. 

      Availability Management

    • B. 

      Incident Management

    • C. 

      Problem Management

    • D. 

      Release Management

  • 17. 
    A steel company is merging with a competitor. The IT departments, along with the IT infrastructure of both companies will be combined.Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure? 
    • A. 

      Application Management

    • B. 

      Capacity Management

    • C. 

      Computer Operations Management

    • D. 

      Release Management

  • 18. 
    Service Level Requirements are used in the Services Level Management process.What do these Service level Requirements represent?
    • A. 

      The customer's expectations and needs regarding the service

    • B. 

      What the IT organization expects of the customer

    • C. 

      The conditions required for Service Level Agreement (SLA)

    • D. 

      A paragraph of the SLA with additional specifications required to execute the SLA

  • 19. 
    Which of the following is one of the responsibilities of Availability Management?
    • A. 

      To enter into contracts with suppliers

    • B. 

      To monitor the availability of change through system

    • C. 

      To verify the reliability and the service level of configuration items(CI's) purchased from and maintained by third parties.

    • D. 

      To plan and manage the reliability and availability of IT Service

  • 20. 
    A serious incident has occurred. the assigned solution team is unable to resolve this incident within the agreed time. The Incident Manager is called in.Which form of escalation describes  the above sequence of events?
    • A. 

      Formal escalation

    • B. 

      Functional escalation

    • C. 

      Hierarchical escalation

    • D. 

      Operational escalation

  • 21. 
    Your network Department has made an agreement with an external organization in order to fulfill an agreement with its internal customer. Where would the agreement with the external organization be specified?
    • A. 

      Operational Level Agreement (OLA)

    • B. 

      Service Level Agreement (SLA)

    • C. 

      Service Level Requirement (SLR)

    • D. 

      Underpinning Contract (UC)

  • 22. 
    An Organization has set up an Incident Management Process. In doing so, several groups were created to resolve specific incidents . These groups include:-PC Solutions Team-Network Solution Team-Service Desk-Specialist group to support the other teamsWithin an IT organization, support groups are generally categorized by levels. Select the answer that correctly categorizes the support group.  
    • A. 

      0-line Service Desk First-line Both Solution Teams Second-Line Specialists

    • B. 

      First-line Service Desk Second-line PC Solution Team Third-line Network Solution Fourth-line Specialists

    • C. 

      First-line Service Desk Second-line both Solutions Team third-line Specialist

  • 23. 
    Which task is the responsibility of Configuration Management ?
    • A. 

      Convening the configuration Advisory Board

    • B. 

      Physically managing software items

    • C. 

      Installing equipment at the work place

    • D. 

      Recording the relations between Configuration Items (CI)

  • 24. 
    How does Availability Management work with Security Management?
    • A. 

      By making agreements on the availability of the Security Database

    • B. 

      By making agreements on the security of Availability Database

    • C. 

      By establishing the security boundaries based on the availability requirements

    • D. 

      By implementing the measures specified by Security Management for securing the data

  • 25. 
    What is the primary task of Error Control?
    • A. 

      To figure out the details for work arounds

    • B. 

      To resolve Known Errors through the Change Management process

    • C. 

      To recognize and register known errors

    • D. 

      To register and manage known errors

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