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Total 324 questions
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ITIL Foundation Questions and Answers

Question 1

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

Options:

A.

1, 2 and 3 only

B.

1, 3 and 4 only

C.

2, 3 and 4 only

D.

All of the above

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Question 2

Which of the following options is a hierarchy that is used in knowledge management?

Options:

A.

Wisdom - Information - Data - Knowledge

B.

Data - Information - Knowledge - Wisdom

C.

Knowledge - Wisdom - Information - Data

D.

Information - Data - Knowledge - Wisdom

Question 3

Which of the following CANNOT be provided by a tool?

Options:

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

Question 4

Which of the following areas would technology help to support during the service lifecycle?

1. Data mining and workflow

2. Measurement and reporting

3. Release and deployment

4. Process design

Options:

A.

2 and 3 only

B.

2 and 4 only

C.

1 and 3 only

D.

All of the above

Question 5

Which of the following is NOT an objective of service transition?

Options:

A.

To ensure that a service can be managed, operated and supported

B.

To provide training and certification in project management

C.

To provide quality knowledge and information about services and service assets

D.

To plan and manage the capacity and resource requirements to manage a release

Question 6

Which one of the following is an objective of release and deployment management?

Options:

A.

To standardize methods and procedures used for efficient and prompt handling of all changes

B.

To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

C.

To ensure that the overall business risk of change is optimized

D.

To define and agree release and deployment plans with customers and stakeholders

Question 7

Which process is responsible for sourcing and delivering components of requested standard services?

Options:

A.

Request fulfilment

B.

Service portfolio management

C.

Service desk

D.

IT finance

Question 8

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

Options:

A.

Service level management

B.

Financial management

C.

Demand management

D.

Risk management

Question 9

Which process would you MOST expect to be involved in the management of underpinning contracts?

Options:

A.

Change management

B.

Service catalogue management

C.

Supplier management

D.

Release and deployment management

Question 10

Which process includes business, service and component sub-processes?

Options:

A.

Capacity management

B.

Incident management

C.

Service level management

D.

Financial management

Question 11

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Options:

A.

Service level management

B.

Service portfolio management

C.

Request fulfilment

D.

Demand management

Question 12

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Options:

A.

Data

B.

Information

C.

Knowledge

D.

Governance

Question 13

Which process is responsible for low risk, frequently occurring, low cost changes?

Options:

A.

Demand management

B.

Incident management

C.

Release and deployment management

D.

Request fulfilment

Question 14

Which statement about the emergency change advisory board (ECAB) is CORRECT?

Options:

A.

The ECAB considers every high priority request for change

B.

Amongst the duties of the ECAB is the review of completed emergency changes

C.

The ECAB will be used for emergency changes where there may not be time to call a full CAB

D.

The ECAB will be chaired by the IT director

Question 15

Which one of the following is NOT an aim of the change management process?

Options:

A.

To ensure the impact of changes are understood

B.

To ensure that changes are recorded and evaluated

C.

To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

D.

To deliver and manage IT services at agreed levels to business users

Question 16

What is the BEST definition of a definitive media library?

Options:

A.

It is a secure library in which the latest versions of authorized software items are stored and protected

B.

It is a structured document with definitive information regarding all live IT services, including those available for deployment

C.

It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected

D.

It is a set of tools and databases that is used to manage knowledge, information and data

Question 17

Which describes a proactive trigger for problem management?

Options:

A.

Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

B.

Analysis of an incident by a technical support group which reveals that an underlying problem exists,

or is likely to exist

C.

Suspicion or detection of a cause of one or more incidents by the service desk

D.

Trending of historical incident records to identify one or more underlying causes

Question 18

What is the BEST description of a change proposal?

Options:

A.

Any request for change (RFC. submitted to change management

B.

An authorised change submitted to release and deployment

C.

An RFC that must be implemented as soon as possible

D.

A justification for a change with significant cost or risk

Question 19

Which process analyses services that are no longer viable and when they should be retired?

Options:

A.

Change management

B.

Service portfolio management

C.

Service level management

D.

Business relationship management

Question 20

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual

Service Improvement approach?

Options:

A.

Service and process improvement

B.

Baseline assessments

C.

Policy and governance review

D.

Measurable targets

Question 21

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Options:

A.

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

B.

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

C.

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

D.

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Question 22

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Options:

A.

Implementing service and process improvements

B.

Reviewing measurements and metrics

C.

Creating a baseline

D.

Defining measurable targets

Question 23

What would be the next step in the continual service improvement (CSI) model after:

1. What is the vision?

2. Where are we now?

3. Where do we want to be?

4. How do we get there?

5. Did we get there?

6. ?

Options:

A.

What is the return on investment (ROI)?

B.

How much did it cost?

C.

How do we keep the momentum going?

D.

What is the value on investment (VOI)?

Question 24

Which one of the following do technology metrics measure?

Options:

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

Question 25

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Options:

A.

Return on investment (ROI), value on investment (VOI), quality

B.

Strategic, tactical and operational

C.

Critical success factors (CSFs), key performance indicators (KPIs), activities

D.

Technology, process and service

Question 26

Which one of the following is the BEST definition of the term ‘service management’?

Options:

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Question 27

Which one of the following is the BEST definition of the term 'service management'?

Options:

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Question 28

What are customers of IT services who do NOT work in the same organization as the service provider known as?

Options:

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

Question 29

What is a service delivered between two business units in the same organization known as?

Options:

A.

Strategic service

B.

Delivered service

C.

Internal service

D.

External service

Question 30

Which of the following is NOT a source of best practice?

Options:

A.

Standards

B.

Technology

C.

Academic research

D.

Internal experience

Question 31

Which of the following BEST describes technical management?

Options:

A.

A function responsible for facilities management and building control systems

B.

A function that provides hardware repair services for technology involved in the delivery of service to customers

C.

Senior managers responsible for all staff within the technical support function

D.

A function that includes providing technical expertise and overall management of the IT infrastructure

Question 32

Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

Options:

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Question 33

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Options:

A.

Service level management

B.

IT operations management

C.

Capacity management

D.

Incident management

Question 34

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

Options:

A.

All of the above

B.

1, 2 and 3 only

C.

2 and 4 only

D.

3 and 4 only

Question 35

Which function or process would provide staff to monitor events in an operations bridge?

Options:

A.

Technical management

B.

IT operations management

C.

Request fulfilment

D.

Applications management

Question 36

Check, Act and Plan are three of the stages of the Deming Cycle.

Which is the fourth?

Options:

A.

Do

B.

Perform

C.

Implement

D.

Measure

Question 37

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

Options:

A.

Internal

B.

External

C.

Service desk

D.

Shared services unit

Question 38

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Options:

A.

A service option

B.

A service transition package (STP)

C.

A service design package (SDP)

D.

A service charter

Question 39

From the perspective of the service provider, who is the person or group that agrees their service targets?

Options:

A.

The user

B.

The customer

C.

The supplier

D.

The administrator

Question 40

Within service design, what is the key output handed over to service transition?

Options:

A.

Measurement, methods and metrics

B.

Service design package

C.

Service portfolio design

D.

Process definitions

Question 41

A process owner is responsible for which of the following?

1. Defining the process strategy

2. Assisting with process design

3. Improving the process

4. Performing all activities involved in a process

Options:

A.

2, 3 and 4 only

B.

All of the above

C.

1, 2 and 3 only

D.

1, 2 and 4 only

Question 42

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

Options:

A.

Be accountable for the outcome of an activity

B.

Perform an activity

C.

Be kept up-to-date on the progress of an activity

D.

Manage an activity

Question 43

How many people should be accountable for a process as defined in the RACI model?

Options:

A.

As many as necessary to complete the activity

B.

Only one - the process owner

C.

Two - the process owner and the process enactor

D.

Only one - the process architect

Question 44

Which of the following activities would be performed by a process manager?

1. Monitoring and reporting on process performance

2. Identifying improvement opportunities

3. Appointing people to required roles

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Question 45

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Options:

A.

The IT director

B.

The process owner

C.

The service owner

D.

The customer

Exam Detail
Vendor: Exin
Certification: Exin-ITIL
Exam Code: ITIL-F
Exam Name: ITIL Foundation
Last Update: Dec 22, 2024
ITIL-F Question Answers
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Total 324 questions
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