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