ITIL V3 Foundation exam sample practice questions with answers (Set 6)

Please find answers at the end of the articles

 

1.       Which of the following statements in CORRECT?

1.       Only one person can be responsible for an activity

2.       Only one person can be accountable for an activity

 

a.       All of the above

b.       1 only

c.       2 only

d.       None of the above

 

2.       Understanding customer usage of services and how this varies over time is part of which process?

 

a.       Service Portfolio management

b.       Service Level management

c.       Component Capacity management

d.       Demand management

 

3.       Which of the following questions does guidance in service strategy help answer?

1.       What services should we offer?

2.       How do we differentiate ourselves from competition?

3.       How do we truly create value?

 

a.       1 only

b.       2 only

c.       All of the above

d.       3 only

 

4.       Which statement about value creation through services is CORRECT?

 

a.       The customer’s perception of the service is an important factor in value creation

b.       The value of a service can only ever be measured in financial terms

c.       Delivering customer outcomes is unimportant in the value of a service

d.       Service provider preferences drive the value perception of a service

 

5.       Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?

a.       It is impossible to predict how they behave

b.       It is impossible to influence demand patterns

c.       They are driven by the delivery schedule generated by capacity management

d.       They are driven by patterns of business activity

 

 

6.       Which of the following statements is CORRECT for ALL processes?

 

a.       They define activities, roles, responsibilities, functions and metrics

b.       They are carried out by a service provider in support of a customer          

c.       They create value for stakeholders

d.       They are units of organizations responsible for specific outcomes

 

7.       Which of the following is NOT a benefit using public framework and standards?

 

a.       Knowledge of public framework is more likely to be widely distributed

b.       They are validated across a wide range of environments making them robust

c.       They make collaboration between organizations easier by giving a common language

d.       They are always free ensuring they can be implemented quickly

 

8.       Which of the following is one of the PRIMARY objectives of service strategy

 

a.       To provide detailed specifications for the design of IT service

b.       To design and build processes that will meet business needs

c.       To build project management capabilities

d.       To transform service management into a strategic asset

 

9.       Which of the following processes contributes MOST to the financial quantification of the value of IT services?

 

a.       Demand management

b.       SLM

c.       Financial management

d.       Risk Management

 

10.   Customer perception & business outcomes help to define what?

 

a.       Customer satisfaction

b.       TCO

c.       KPI

d.       Value of service

 

 

Answers:

1.       C

2.       D

3.       C

4.       A

5.       D

6.       C

7.       D

8.       D

9.       C

10.   D

ITIL V3 Foundation exam sample practice questions with answers (Set 5)

Please find answers at the end of the article

1.       In which core publication can you find detailed descriptions of the following?

·         Service Portfolio management

·         Demand management

·         Financial management

 

a.       Service Operations

b.       Service strategy

c.       Service Transition

d.       Continual Service Improvement

 

2.       The MAIN purpose of the service portfolio is to describe services in terms of?

 

a.       Service level requirements

b.       Functionality

c.       Business Value

d.       IT assets

 

3.       Which of the following are valid examples of Business value measures?

1.       Customer Retention

2.       Time to Market

3.       Service Architecture

4.       Market Share

 

a.       1 & 2 only

b.       2 & 4 only

c.       All of the above

d.       1, 2 & 4 only

 

4.       Governance is concerned with:

 

a.       Measuring & improving the efficiency and effectiveness of Processes

b.       Ensuring the defined strategy is actually followed

c.       Reducing the total cost of providing the services

d.       Ensuring that agreed service level are delivered

 

5.       Which of the following describes the Four Ps of service design?

a.       A process for the design of effective services

b.       The planning, perspective, position and people aspects of service design

c.       Questions that should be asked when reviewing design specifications

d.       The People, Partner, Product and Process elements to be considered in the design of services

 

 

6.       Which of the following statements about processes is CORRECT?

1. All processes must have an owner

2. A process takes one ore more inputs and turns them to defined outputs

 

a.       1 only

b.       2 only

c.       Both of the above           

d.       Neither of the above

 

7.       Which activities would you expect a service owner to undertake?

1.Representing a specific service across the organization

2.Updating the CMDB after a change

3.Helping to identify service improvements

4.Representing a specific service in CAB meetings

 

a.       1,2 and 4 only

b.       All of the above

c.       1 and 4 only

d.       1,3 and 4 only

 

8.       The consideration of business outcomes and value creation are principles of which part of the service lifecycle?

 

a.       ITIL Complementary Guide

b.       The service support book

c.       Pocket guides

d.       The service strategy book

 

9.       Which of the following is concerned with fairness and transparency

 

a.       Service Strategy

b.       SLM

c.       Governance

d.       Risk Management

 

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

1.       Data Mining & workflow

2.       Measurement & Reporting

3.       Release & Deployment

4.       Process Design

 

a.       2,3 and 4 only   

b.       1,3 and 4 only

c.       1,2 and 3 only

d.       All of the above

 

 

 

Answers:

1.       B

2.       C

3.       D

4.       B

5.       D

6.       C

7.       D

8.       D

9.       C

10.   D

ITIL V3 Foundation exam sample practice questions with answers (Set 4)

Please find answers at the end of the article

1.       Which of the following models would be MOST useful in helping to define an organizational structure?

 

a.       RACI Model

b.       Service Model

c.       Continual service improvement (CSI) Model

d.       The Deming Cycle

 

2.       Which of the following do service metrics measure?

 

a.       Processes and functions

b.       Maturity and cost

c.       Infrastructure availability

d.       The end to end service

 

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

 

a.       Perform an activity

b.       Inform others about the progress of an activity

c.       Manage an activity

d.       Be kept up to date on the progress of an activity

 

4.       Which of the following statements about the service portfolio and service catalogue is CORRECT?

 

a.       The service catalogue only has information about service that are live, or being prepared for deployment; the service portfolio only has information about services which are being considered for future development

b.       The service catalogue has information about all services; the service portfolio only has information about services which are being considered for future development

c.       The service portfolio has information about all services; the service catalogue only has information about services which are live or being prepared for deployment

d.       Service catalogue and service portfolio are different names for the same thing

 

5.       “Service management is a set of specialized organizational capabilities for providing value to customers in the form of services”. These specialized organizational capabilities include with the following.

a.       Applications and infrastructure

b.       Functions and Processes

c.       Service pipeline and service catalogue

d.       Markets and customers

 

6.       Which of the following could BEST be described as “ a decision support and planning tool that projects the likely consequences of a business action”?

 

a.       A problem model

b.       A service improvement plan (SIP)

c.       A request for change (RFC)

d.       A business case

 

7.       What should service always deliver to customer?

 

a.       Applications

b.       Infrastructure

c.       Support

d.       Value

 

8.       What is a service pipeline?

 

a.       All services that are at the conceptual or development stage

b.       All services except those that are retired

c.       All services that are contained in SAL

d.       All complex multi-user services

 

9.       Why are public frameworks such as ITIL attractive when compared to proprietary knowledge?

 

a.       Public frameworks always cheaper to implement

b.       Public frameworks are prescriptive and tell you exactly what to do

c.       Proprietary knowledge is tested across various organizations

d.       Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

 

10.   Which process is primarily supported by the analysis of patterns of the business activities?

 

a.       Availability management

b.       Financial management

c.       Service level management

d.       Demand management

 

  Answers:

1.       A

2.       D

3.       D

4.       C

5.       B

6.       D

7.       D

8.       A

9.       D

10.   D

ITIL V3 Foundation exam sample practice questions with answers (Set 3)

Please find answers at the end of the article

1.       Which of the following is the CORRECT description of the Four P’s of Service Design?

 

a.       A four step process for the design of effective service management

b.       A definition of the people and products required for successful design

c.       A set of questions that should be asked when reviewing design specifications

d.       The four major areas that need to be considered in the design of effective service management

 

2.       Which of the following statements about the Complementary guidance is CORRECT?

 

a.       It is also structured around Service lifecycle

b.       It provides guidance to specific industry sectors and types of organization

c.       It consists of five publications

d.       It provides the guidance necessary for ISO 20000

 

3.       The considerations of business value and value creation are principles of which part of the service lifecycle?

 

a.       CSI

b.       Service Design

c.       Service Transition

d.       Service Strategy

 

4.       A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as?

 

a.       High utility and low warranty

b.       High utility and high warranty

c.       Low utility and high warranty

d.       Low utility and low warranty

 

5.       As a strategic tool for assessing the value of IT services, financial management applies to which of the following service provider types?

 

a.       An internal service provider embedded within a business unit

b.       An internal service provider that provides shared IT services

c.       An external service provider

 

Answer:

A.      All of the above

B.      a and b only

C.      a and c only

D.      b and c only

 

6.       Which of the following statements is correct?

 

a.       Process owners are more important to ITSM than service owners

b.       Service owners are more important to ITSM than process owners

c.       Process owners are as important to ITSM as Service owners

d.       Both the owners are not required for ITSM

 

7.       Which role is accountable for a specific service within an organization?

 

a.       The service level manager

b.       The business relationship manager

c.       The service owner

d.       The service continuity manager

 

8.       Outside of the core publications, which part of ITIL provides guidance in adapting good practices for specific business environments?

 

a.       The ITIL complimentary guidance

b.       The service support book

c.       Pocket guides

d.       The service strategy book

 

9.       The effective management of Risk requires two types of action. Which of the following pairs of actions would be BEST to manage risk?

 

a.       Training in risk management for all staff and identification of risks

b.       Control of exposure to risk and investment of capital

c.       Training of all staff and investment of capital

d.       Identification of risks and control of the exposure to risk

 

10.   In which of the following statements about process is correct?

 

a.       A process is always organized around a set of objectives

b.       A process should be documented

 

Answer:

A.      Both of above

B.      Neither of the above

C.      Option a only

D.      Option b only

 

 

Answers:

1.       D

2.       B

3.       D

4.       A

5.       A

6.       C

7.       C

8.       A

9.       D

10.   A