ITIL V3 Foundation exam sample practice questions with answers (Set 4)

Please find answers at the end of the article

1.       Which of the following models would be MOST useful in helping to define an organizational structure?

 

a.       RACI Model

b.       Service Model

c.       Continual service improvement (CSI) Model

d.       The Deming Cycle

 

2.       Which of the following do service metrics measure?

 

a.       Processes and functions

b.       Maturity and cost

c.       Infrastructure availability

d.       The end to end service

 

3.       A process owner has been identified with an “I” in a RACI matrix. Which of the following would be expected of them?

 

a.       Perform an activity

b.       Inform others about the progress of an activity

c.       Manage an activity

d.       Be kept up to date on the progress of an activity

 

4.       Which of the following statements about the service portfolio and service catalogue is CORRECT?

 

a.       The service catalogue only has information about service that are live, or being prepared for deployment; the service portfolio only has information about services which are being considered for future development

b.       The service catalogue has information about all services; the service portfolio only has information about services which are being considered for future development

c.       The service portfolio has information about all services; the service catalogue only has information about services which are live or being prepared for deployment

d.       Service catalogue and service portfolio are different names for the same thing

 

5.       “Service management is a set of specialized organizational capabilities for providing value to customers in the form of services”. These specialized organizational capabilities include with the following.

a.       Applications and infrastructure

b.       Functions and Processes

c.       Service pipeline and service catalogue

d.       Markets and customers

 

6.       Which of the following could BEST be described as “ a decision support and planning tool that projects the likely consequences of a business action”?

 

a.       A problem model

b.       A service improvement plan (SIP)

c.       A request for change (RFC)

d.       A business case

 

7.       What should service always deliver to customer?

 

a.       Applications

b.       Infrastructure

c.       Support

d.       Value

 

8.       What is a service pipeline?

 

a.       All services that are at the conceptual or development stage

b.       All services except those that are retired

c.       All services that are contained in SAL

d.       All complex multi-user services

 

9.       Why are public frameworks such as ITIL attractive when compared to proprietary knowledge?

 

a.       Public frameworks always cheaper to implement

b.       Public frameworks are prescriptive and tell you exactly what to do

c.       Proprietary knowledge is tested across various organizations

d.       Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

 

10.   Which process is primarily supported by the analysis of patterns of the business activities?

 

a.       Availability management

b.       Financial management

c.       Service level management

d.       Demand management

 

  Answers:

1.       A

2.       D

3.       D

4.       C

5.       B

6.       D

7.       D

8.       A

9.       D

10.   D