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