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