ITIL Version 3 Foundation Certification Quiz

40 Questions | By Jbyague | Updated: Mar 21, 2022 | Attempts: 1419

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ITIL V3 Foundation certification is first step to IT Service Management. It gives us the best practices in entire world based Companies how they generate best results and profits from their businesses and also it gives us an idea how to establish an organization services.

Questions and Answers

1.

1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?
- A.
  
  A) What is the vision?
- B.
  
  B) Did we get there?
- C.
  
  C) Is there budget?
- D.
  
  D) Where are we now?
2.

2. 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) Analyzing the business impact of an incident
- D.
  
  D) Creating a balanced scorecard showing the overall status of Service Management
3.

3. What is the main reason for establishing a baseline?
- A.
  
  A) To standardize operation
- B.
  
  B) For knowing the cost of services provided
- C.
  
  C) For roles and responsibility to be clear
- D.
  
  D) For later comparison
4.

4. Which of the following is NOT an objective of Service Operation?
- A.
  
  A) Through testing, to ensure that services are designed to meet business needs
- B.
  
  B) To deliver and support IT services
- C.
  
  C) To manage the technology used to deliver services
- D.
  
  D) To monitor the performance of technology and processes
5.

5. Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?
- A.
  
  A) They are driven by patterns of business activity
- B.
  
  B) It is impossible to predict how they behave
- C.
  
  C) It is impossible to influence demand patterns
- D.
  
  D) They are driven by the delivery schedule generated by capacity management
6.

6. Which of the following is NOT one of the ITIL core publications?
- A.
  
  A) Service Optimization
- B.
  
  B) Service Transition
- C.
  
  C) Service Design
- D.
  
  D) Service Strategy
7.

7. 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) All of the above
- B.
  
  B) 1 only
- C.
  
  C) 2 only
- D.
  
  D) None of the above
8.

8. Which is the correct sequence of events in the selection of a technology tool?
- A.
  
  A) Select Product, Requirements, Selection Criteria, Evaluate Product
- B.
  
  B) Selection Criteria, Requirements, Evaluate Product, Select Product
- C.
  
  C) Requirements, Selection Criteria, Select Product, Evaluate Product
- D.
  
  D) Requirements, Selection Criteria, Evaluate Product, Select Product
9.

9. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1. Process Metrics 2. Supplier Metrics 3. Service Metrics 4. Technology Metrics 5. Business Metrics
- A.
  
  A) 1, 2 and 3
- B.
  
  B) 2, 4 and 5
- C.
  
  C) 1, 3 and 4
- D.
  
  D) 1, 2 and 4
10.

10. The priority of an Incident refers to?
- 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
11.

11. The goal of Service Asset and Configuration Management is to?
- A.
  
  A) Account for all financial assets of the organization
- B.
  
  B) Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services
- C.
  
  C) Build service models to justify the ITIL implementations
- D.
  
  D) Implement ITIL across the organization
12.

12. Which are the missing Service Operation processes from the following? 1. Incident Management 2. Problem Management 3. Access Management 4. ? 5. ?
- A.
  
  A) Event management and Request Fulfillment
- B.
  
  B) Event Management and Service Desk
- C.
  
  C) Facilities Management and Event Management
- D.
  
  D) Change Management and Service Level Management
13.

13. Which of the following identifies two Service Portfolio components within the Service Lifecycle?
- A.
  
  A) Requirements Portfolio and Service Catalogue
- B.
  
  B) Service Knowledge Management System and Service Catalogue
- C.
  
  C) Service Knowledge Management System and Requirements Portfolio
- D.
  
  D) Requirements Portfolio and Configuration Management System
14.

14. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware and Software design 2. Environmental design 3. Process design 4. Data 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
15.

15. Business drivers and requirements for a new service should be considered during?
- A.
  
  A) Review of the router operating system patches
- B.
  
  B) Review of the current capabilities of IT service delivery
- C.
  
  C) The Post Implementation Review (PIR) of a change
- D.
  
  D) Decommissioning legacy servers
16.

16. The BEST definition of an event is?
- A.
  
  A) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted
- B.
  
  B) An occurrence that is significant for the management of the IT infrastructure or delivery of services
- C.
  
  C) A known system defect that generates multiple incident reports
- D.
  
  D) A planned meeting of customers and IT staff to announce a new service or improvement program
17.

17. What does the Service V model represent?
- A.
  
  A) A strategy for the successful completion of all Service Management projects
- B.
  
  B) The path to Service Delivery and Service Support for efficient and effective utilization of resources
- C.
  
  C) Levels of Configuration and testing required to deliver a Service Capability
- D.
  
  D) The business perspective as perceived by the customer and the user of services
18.

18. Technical Management is NOT responsible for?
- A.
  
  A) Maintenance of the technical infrastructure
- B.
  
  B) Documenting and maintaining the technical skills required to manage and support the IT infrastructure
- C.
  
  C) Defining the Operational Level Agreements for the technical teams
- D.
  
  D) Diagnosis of, and recovery from, technical failures
19.

19. The following options are considered within which process? 1. Big bang vs. Phased 2. Push and Pull 3. Automated vs. Manual
- A.
  
  A) Incident Management
- B.
  
  B) Release and Deployment Management
- C.
  
  C) Service Asset and Configuration Management
- D.
  
  D) Service Catalogue Management
20.

20. Which of the following activities is Service Level Management responsible for?
- A.
  
  A) Design the configuration management system from a business perspective
- B.
  
  B) Create technology metrics to align with customer needs
- C.
  
  C) Create a customer facing service catalogue
- D.
  
  D) Train service desk on how to deal with customer complaints about service
21.

21. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?
- A.
  
  A) Objectives, Metric, Desired outcome
- B.
  
  B) Business Objectives, IT objectives, Process metrics
- C.
  
  C) Desired outcome, Supplier metrics, IT objectives
- D.
  
  D) People, Products, Technology
22.

22. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?
- A.
  
  A) Service Strategy
- B.
  
  B) Service Strategy and Continual Service Improvement
- C.
  
  C) Service Strategy, Service Transition and Service Operation
- D.
  
  D) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
23.

23. Which of the following BEST describes the purpose of Event Management?
- A.
  
  A) The ability to detect events, make sense of them and determine the appropriate control action
- B.
  
  B) The ability to implement monitoring tools
- C.
  
  C) The ability to monitor and control the activities of technical staff
- D.
  
  D) The ability to report on the successful delivery of services by checking the uptime of infrastructure devices
24.

24. Consider the following statements: 1. CSI provides guidance on how to improve process efficiency and effectiveness 2. CSI provides guidance on how to improve services 3. CSI provides guidance on the improvement of all phases of the service lifecycle 4. CSI provides guidance on the measurement of processes and services Which of the above statements is CORRECT?
- A.
  
  A) 1 and 2 only
- B.
  
  B) 2 only
- C.
  
  C) 1, 2 and 3 only
- D.
  
  D) All of the above
25.

25. Which of the following statements are CORRECT about Functions? 1. They provide structure and stability to organizations 2. They are self-contained units with their own capabilities and resources 3. They rely on processes for cross-functional coordination and control 4. They are costlier to implement compared to processes
- A.
  
  A) 1, 2 and 3 only
- B.
  
  B) 1, 2 and 4 only
- C.
  
  C) All of the above
- D.
  
  D) None of the above