ITIL V3 Foundation exam sample practice questions with answers (Set 1)

Please find answers at the end of the article

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

 

a.       Standards

b.       Academic Research

c.       Technology

d.       Internal Experience

 

2.       Which of the following is the BEST definition of the term Service Management?

 

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

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

c.       The management of functions within an Organization to perform certain activities

d.       Units of organizations with roles to perform certain activities

 

3.       What is the term for customers of IT services who work in the same organization as the service provider?

 

a.       Strategic customers

b.       External customers

c.       Internal customers

d.       Valued customers

 

4.       Which of the following is NOT a characteristic of process?

 

a.       It is measurable

b.       Delivers specific results

c.       Responds to specific events

d.       A method of structuring an organization

 

5.       Which of the following are sources of best practice?

 

a.       Academic research

b.       Internal experience

c.       Industry practices

Answer:

A.      All of the above

B.      1 and 3 only

C.      1 and 2 only

D.      2 and 3 only

 

6.       What is a RACI model used for?

 

a.       Performance Analysis

b.       Monitoring services

c.       Defining roles and responsibilities

d.       Recording configuration item

 

7.       What is the term for a service delivered between two business units in the same organization?

 

a.       Strategic service

b.       Internal service

c.       External service

d.       Delivered service

 

8.       The ITIL V3 core is best described as

 

a.       An operations lifecycle

b.       An IT Management lifecycle

c.       An Infrastructure lifecycle

d.       A Service lifecycle

 

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

 

a.       The user

b.       The supplier

c.       The administrator

d.       The customer

 

10.   In which of the following areas would ITIL Complementary guidance provide assistance?

 

a.       Adapting best practice for specific industry sectors?

b.       Integrating ITIL with other operating models

 

Answer:

A.      Both of above

B.      Neither of the above

C.      Option 1 only

D.      Option 2 only

 

 

Answers:

1.       C

2.       B

3.       C

4.       D

5.       A

6.       C

7.       B

8.       D

9.       D

10.   A