ITIL V3 Foundation exam sample practice questions with answers (Set 2)

Please find answers at the end of the article

1.       A process owner is responsible for which of the following?

 

a.       Purchasing tools to support the Process

b.       Ensuring that targets specified in an SLA are met

c.       Carrying out activities defined in the Process

d.       Monitoring and improving the Process

 

2.       Which of the following statements is CORRECT about “good practice”?

 

a.       It can be used to drive an organization forward

b.       It is something that is in wide industry use

c.       It is always documented in international standards

d.       It is always based on ITIL

 

3.       What does a service always deliver to customer?

 

a.       ROI

b.       Resources

c.       Capabilities

d.       Value

 

4.       Which of the following are the two primary elements that create value to customers?

 

a.       ROI & VOI

b.       Requirements & Capabilities

c.       Utility & Warranty

d.       Customer & user satisfaction

 

5.       A process owner is responsible for which of the following?

 

a.       Documenting the process

b.       Defining process key performance indicators (KPI)

c.       Improving the process

d.       Performing all the activities involved in a process

Answer:

A.      All of the above

B.      1, 3 and 4 only

C.      1, 2 and 3 only

D.      1, 2 and 4 only

 

6.       What are the three service provider business models?

 

a.       Internal service provider, outsourced third party and off-shore party

b.       Internal service operation provider, external service operation provider, shared service unit

c.       Internal service provider, external service provider, outsourced third party

d.       Internal service provider, external service provider, shared service unit

 

7.       A Risk is …. ?

 

a.       Something that won’t happen

b.       Something that will happen

c.       Something that has happened

d.       Something that might happen

 

8.       Which of the following is INCORRECTLY assigned to its book?

 

a.       Ensures that organization are in position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY

b.       Provides guidance for the development of services and service management processes: SERVICE DESIGN

c.       Contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION

d.       Contains guidance on supporting operations through new models and architecture such as shared services: CONTINUOUS SERVICE IMPROVEMENT

 

9.       “Warranty of a service” means which of the following?

 

a.       The service is fit for purpose

b.       There will be no failures in applications and infrastructure associated with the service

c.       All service-related problems are fixed free of charge for a certain period of time

d.       Customers are assured of certain levels of availability, capacity, continuity and security

 

10.   In which of the following statements is correct?

 

a.       A business case is a decision support and planning tool

b.       A business case should contain financial analysis

 

Answer:

A.      Both of above

B.      Neither of the above

C.      Option 1 only

D.      Option 2 only

 

 

Answers:

1.       D

2.       B

3.       D

4.       C

5.       C

6.       D

7.       D

8.       D

9.       D

10.   A