ITIL V3 Foundation exam sample practice questions with answers (Set 7)

Please find answers at the end of the articles

 

1.       Which of the following statements CORRECTLY defines in-sourcing and Outsourcing delivery model options?

 

a.       In-sourcing relies on internal resources; outsourcing relies on external organization(s) resources

b.       In-sourcing relies on external organization(s) resources; outsourcing relies on internal resources

c.       In-sourcing relies on co-sourcing; outsourcing relies on partnerships

d.       In-sourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning

 

2.       The information Security Policy should be available to which group of people?

 

a.       Senior business managers and all IT staff

b.       Senior business managers, IT executives and the Security manager

c.       All customers, users and IT staff

d.       Information Security Management staff only

 

3.       Which of the following statements about Supplier management is INCORRECT?

 

a.       Supplier management maintains information in a Supplier and Contracts Database

b.       Supplier management negotiates internal and external agreements to support the delivery of services

c.       Supplier management ensures that suppliers meet business expectations

d.       Supplier management should be involved in all stages of the service lifecycle, from strategy through Design and Transition to Operations and Improvement

 

4.       The main objective of Service Level management is?

 

a.       To monitor and report availability of services and components

b.       To ensure that all targets in Service Level Agreements(SLA) are met

c.       To ensure that an agreed level of IT service is provided for all current IT services

d.       To ensure that service availability matches or exceeds the agreed needs of the business

 

5.       Which of the following delivery strategy is described as “formal agreements between 2 or more organizations to work together to deliver the services for a business?

a.       Outsourcing

b.       Application Service provision

c.       Knowledge Process Outsourcing

d.       Multi-Sourcing

 

 

6.       One of the major aspects of the service design is service solutions. Which of the following does this include?

 

a.       Only capabilities needed and agreed

b.       Only capabilities and resources needed and agreed         

c.       Only requirements needed and agreed

d.       Requirements, resources and capabilities needed and agreed

 

7.       Which of the following are the responsibilities of SLM?

1)      Agreeing targets in SLA

2)      Designing technology architecture

3)      Ensuring required contracts in place

 

a.       All of the above

b.       2 & 3 only

c.       1 & 2 only

d.       1 & 3 only

 

8.       Which service design process makes the most use of the data supplied by Demand management?

 

a.       Service Catalogue Management

b.       Service Level management

c.       Supplier management

d.       Capacity management

 

9.       Which processes review underpinning contracts on regular basis?

 

a.       Supplier & SLM

b.       Supplier & Capacity

c.       SLM & availability

d.       SLM, Demand & Supplier management

 

10.   Which of the following should a service catalogue contain?

 

a.       The version information of all software

b.       The organizational structure of the company

c.       Asset information

d.       Details of all operational services

 

 

Answers:

1.       A

2.       C

3.       B

4.       C

5.       D

6.       D

7.       D

8.       D

9.       A

10.   D