ITIL V3 Foundation exam sample practice questions with answers (Set 11)

 

Please find answers at the end of the articles

 

1.       Which process is responsible for the availability, confidentiality and integrity of data?

 

a.       Service Catalogue management

b.       Service asset and configuration management

c.       Change management

d.       Information Security management

 

2.       Service design emphasizes the importance of the “Four Ps”. These “Four Ps” include Partners, People, Process and one other “P”. Which of the following is the additional “P”?

 

a.       Profit

b.       Preparation

c.       Products

d.       Potential

 

3.       What is a service level agreement (SLA)?

 

a.       The part of a contract that specifies responsibilities of each party

b.       An agreement between the service provider and an internal organization

c.       An agreement between a service provider and an external supplier

d.       An agreement between the service provider and their customer

 

4.       What are underpinning contracts used to document?

 

a.       The provision of IT services or business services by a service provider

b.       The provision of goods and services by third party suppliers

c.       Service levels that have been agreed between the internal service provider and their customer

d.       Metrics and critical success factors (CSF) for internal support teams

 

5.       Which of the following does the availability management process include?

1.       Ensuring services are able to meet availability targets

2.       Monitoring and reporting actual availability

3.       Improvement activities, to ensure that services continue to meet or exceed their availability goals

 

a.       1 and 2 only

b.       1 and 3 only

c.       2 and 3 only

d.       All of the above

 

 

6.       IT service continuity strategy should be based on:

1.       Design of the service metrics

2.       Business continuity strategy

3.       Business Impact Analysis

4.       Risk assessment

 

a.       1, 2 and 3 only

b.       1, 3 and 4 only

c.       2, 3 and 4 only

d.       All of the above

 

7.       Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

 

a.       The service level agreement

b.       The IT service continuity management

c.       The service catalogue management

d.       The supplier management

 

8.       Which phase of the service lifecycle provides the following benefit? “The total cost of ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during the development

 

a.       Service Design

b.       Service Transition

c.       Service Operations

d.       CSI

 

9.       Which of the following is NOT the responsibility of Service Catalogue Management?

 

a.       Ensuring that information in the service catalogue is accurate

b.       Ensuring that information within service pipeline is accurate

c.       Ensuring that information in the service catalogue is consistent with information in service portfolio

d.       Ensuring that all operational services are recorded in the service catalogue

 

10.   Which one of these recommendations are good practices for SLM?

1.       Include legal terminology in SLA

2.       It is NOT necessary to be able to measure all the targets in SLA

 

 

a.       1 only

b.       2 only

c.       Both of the above

d.       Neither of the above

 

 

Answers:

1.       D

2.       C

3.       D

4.       B

5.       D

6.       C

7.       D

8.       A

9.       B

10.   D