ITIL V3 Foundation exam sample practice questions with answers (Set 8)

Please find answers at the end of the articles

 

1.       If something cannot be measured, it should not be documented within which of the following?

 

a.       The Glossary of terms

b.       A Service level agreement

c.       An incident management record

d.       A configuration item(CI)

 

2.       Which of the following is the CORRECT description of the Four P’s of service design?

 

a.       A four step process for the design of effective service management

b.       A definition of the people and products required for successful design

c.       A set of questions that should be asked when reviewing design specifications

d.       The four major areas that need to be considered in the design of effective service management

 

3.       Which of the following architecture help to support during the service design phase of the lifecycle?

1.       Hardware and software architecture

2.       Environmental architecture

3.       Data architecture

4.       Service architecture

 

a.       1, 2 and 3 only

b.       All of the above

c.       1, 3 and 4 only

d.       2, 3 and 4 only

 

4.       The main objective of Availability 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 guarantee availability levels for services and components

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

 

5.       Which of the following is NOT one of the five individual aspects of Service Design?

a.       The design of service portfolio including catalogue

b.       The design of new/changed services

c.       The design of market spaces

d.       The design of the technology & architecture

 

 

6.       The 3 sub processes of the Capacity management are?

 

a.       Business – Service – Component capacity management

b.       Supplier – Service – Component capacity management

c.       Business – Service – Technology capacity management

d.       Business – Technology – Component capacity management

 

7.       The service catalogue can be best described as:

 

a.       A document used by SO to identify the activities that they must perform

b.       A list of all SLA’s

c.       A list of business requirements

d.       The part of the service portfolio that is visible to the customer

 

8.       Which role would you expect MOST to be involved in the management of Underpinning Contracts?

 

a.       Process Manager

b.       Service Catalogue Manager

c.       Supplier manager

d.       Architecture Designer

 

9.       One organization provides and manages an entire business process or function for another organization. This is known as?

 

a.       Business Process Management

b.       Business Process Outsourcing

c.       Business Function Outsourcing

d.       Knowledge process Outsourcing

 

10.   The service design package should detail all aspects of the service and its requirements through subsequent stages of its lifecycle. Which of the following are valid elements?

1.       Agreed and documents Business requirements

2.       A service definition for operations

3.       Requirements for new or changed processes

4.       Metrics to measure the service

 

a.       1 only

b.       2 and 3 only

c.       1, 2 and 4 only

d.       All of the above

 

 

Answers:

1.       B

2.       D

3.       B

4.       D

5.       C

6.       A

7.       D

8.       C

9.       B

10.   D