Certification Practice Test Sample Questions For ITIL Foundation Exam

Name: Practice Exam - ITIL Foundation Exam
SKU: Practice Exam - ITIL Foundation Exam
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QuickStart is now offering sample questions for ITIL Foundation Exam. Whether you are deciding which exam to sign up for, or simply want to practice the materials necessary to complete certification for this course, we have provided a practice test to better aid in certification. 100% of the questions are real test questions; from a recent version of the ITIL Foundation Exam.

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ITIL Foundation Exam Questions

Select the one that is the most appropriate definition of an outcome?

Choose one answer:

A. The results explicit to the clauses in SLA (Service Level Agreement): Incorrect.

B. The result of conducting an activity, delivering an IT service or following a service: Correct!

C. All the amassed knowledge of the service provider: Incorrect.

D. All incidents informed to the service desk: Incorrect.

Select the one that is NOT the objective or valid purpose of problem management.

Choose one answer:

A. To avoid problems as well as resultant incidents: Incorrect.

B. To handle problems during their life cycle: Incorrect.

C. To reinstate service to the user: Correct!

D. To eradicate recurring incidents: Incorrect.

Select the one that offers value to the business right from service strategy.

• Allowing the service provider to fully understand the levels of service which will help in making their consumer’s successful
• Allowing the service provider to quickly and effectively respond to all the changes in the overall business environment
• Reduction in the frequency and duration of service charge.

Choose one answer:

A. None: Incorrect.

B. 1 and 2 only: Correct!

C. 1 and 3 only: Incorrect.

D. 2 and 3 only: Incorrect.

Which process or function would offer staff to analyze and monitor events considering an operations bridge?

Choose one answer:

A. Technical management: Incorrect.

B. IT operations management: Correct!

C. Applications management: Incorrect.

D. Request fulfilment: Incorrect.

Which process is accountable for frequently occurring, low risk and low-cost changes?

Choose one answer:

A. Demand management: Incorrect.

B. Release and deployment management: Incorrect.

C. Incident management: Incorrect.

D. Request fulfillment: Correct!

Select the one that is NOT an objective of CSI - Continual Service Improvement?

Choose one answer:

A. Analyze and review Service Level Achievement results: Incorrect.

B. Recognize activities to increase the efficacy of service management processes: Incorrect.

C. Improve the IT services’ cost-effectiveness without losing customer satisfaction: Incorrect.

D. Conduct activities to manage and deliver services at decided levels to business users: Correct!

Which one of the following is CORRECT?

Choose one answer:

A. The configuration management system belongs to the known error database: Incorrect.

B. The CMS belongs to the configuration management database: Incorrect.

C. The SKMS (service knowledge management system) belongs to the configuration management system: Incorrect.

D. The configuration management system belongs to the service knowledge management system: Correct!

Name the area in which ITIL complementary guidance offer assistance.

• Adapting best practice for particular industry sectors
• Integrating ITIL with various other operating models

Choose one answer:

A. Both of the above: Correct!

B. Neither of the above: Incorrect.

C. Option 2 only: Incorrect.

D. Option 1 only: Incorrect.

Select the one that is the BEST explanation of a relationship considering service asset and configuration management.

Choose one answer:

A. Describes the hardware topography: Incorrect.

B. Describes the way configuration items (CIs) collaborate to deliver the services: Correct!

C. Defines the software that should be installed on a specific piece of hardware: Incorrect.

D. Describes how version numbers need to be used in a release: Incorrect.

Select the one on which the continuity strategy of IT service should be based on.

• Design of the service metrics
• Risk assessment
• Business continuity strategy
• Business impact analysis (BIA)

Mark one answer:

A. 1, 2 and 4 only: Incorrect.

B. 1, 3 and 4 only: Incorrect.

C. 1, 2 and 3 only: Incorrect.

D. 2, 3 and 4 only: Correct!

Mention the types of service well-defined in ITIL

1. Enabling
2. Computer
3. Core
4. Enhancing

Mark one answer:

A. 1, 3 and 4 only: Correct!

B. 2, 3 and 4 only: Incorrect.

C. 1, 2 and 4 only: Incorrect.

D. 1, 2 and 3 only: Incorrect.

Select the one that is not a problem management’s objective.

Mark one answer:

A. Diminishing the impact of events that cannot be prevented: Incorrect.

B. Avoiding problems and resulting events from happening: Incorrect.

C. Eradicating recurring incidents: Incorrect.

D. Reinstating normal service operation ASAP: Correct!

Name the core ITIL publication where you can find complete descriptions of information security management, service catalogue management, and supplier management?

Mark one answer:

A. Service strategy: Incorrect.

B. Service design: Correct!

C. Service operation: Incorrect.

D. Service transition: Incorrect.

Which of the following statements truly defines a definitive media library (DML)?

Choose one answer:

A. A secure place where definitive hardware spares are kept: Incorrect.

B. A secure library in which definitive, authorized versions of every media configuration item (CIs) are protected and stored: Correct!

C. A database that comprises descriptions of all media CIs: Incorrect.

D. A secure library in which final authorized versions of all back-ups and software are protected and stored: Incorrect.

Which of the following is NOT a purpose of the change management process?

Choose one answer:

A. To guarantee the understanding of changes impact: Incorrect.

B. To make sure that changes are evaluated and recorded: Incorrect.

C. To guarantee that all modifications to configuration items (CIs) are properly recorded in the CMS (configuration management system): Incorrect.

D. To manage and deliver IT services at settled levels to business users: Correct!

Name the processes which are accountable for the underpinning contracts’ regular review.

Choose one answer:

A. Service level management and supplier management: Correct!

B. Change management and supplier management: Incorrect.

C. Service level management and availability management: Incorrect.

D. Availability management and supplier management: Incorrect.

A known error is created after the completion of a problem’s diagnosis but before a workaround is found. Do you consider it a valid approach?

Choose one answer:

A. Yes: for information, you can create a known error record at any time it is sensible to do so: Correct!

B. No: The Known Error must be created prior to logging the problem: Incorrect.

C. No: a known error record should be created when the actual incident is raised: Incorrect.

D. No: a known error record must be created with the service’s next release: Incorrect.

Mention the BEST reason for classifying incidents?

Choose one answer:

A. To create trends to utilize in IT service management and problem management (ITSM) activities: Correct!

B. To make sure service levels are met and agreements breaches are avoided: Incorrect.

C. To allow the incident management database to be subdivided for greater efficiency: Incorrect.

D. To recognize if the user is entitled to log an event for this particular service: Incorrect.

Who is accountable for defining metrics with regards to change management?

Choose one answer:

A. The change management process owner: Incorrect.

B. The change advisory board (CAB): Incorrect.

C. The continual service improvement manager: Correct!

D. The service owner: Incorrect.

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Practice Exam - ITIL Foundation Exam

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