ITIL V3 Foundation exam sample practice questions with answers (Set 10)

 

Please find answers at the end of the articles

 

1.       Which of the following are objectives of Service Design?

1.       Design services to satisfy business objectives

2.       Identify and Manage risk

3.       Design Effective & efficient processes

4.       Design a secure and resilient IT infrastructure

 

a.       1 only

b.       2 and 3 only

c.       1, 2 and 3 only

d.       All of the above

 

2.       Which of the process is responsible for discussing reports with customers showing that the service met the targets or not?

 

a.       Continual Service Improvement

b.       Business Relationship Management

c.       Service Level Management

d.       Availability Management

 

3.       A Process owner is responsible for?

1.       Documenting the process

2.       Defining KPI

3.       Improving the Process

4.       Performing all activities of the Process

 

a.       1, 3 and 4 only

b.       All of the above

c.       1, 2 and 3 only

d.       1, 2 and 4 only

 

4.       The information passed to Service Transition to enable the implementation of a new service is called what?

 

a.       Service level package

b.       Service design package

c.       Service transition package

d.       Early life support

 

5.       Which of the following would commonly be in a contract underpinning an IT service?

1.       Market Information

2.       Contract Description & Scope

3.       Responsibilities & Dependencies

 

a.       1 and 2 only

b.       1 and 3 only

c.       2 and 3 only

d.       All of the above

 

 

6.       Which of the following should be considered when designing measurement system, methods and metrics?

1.       The services

2.       The architectures

3.       The configuration items

4.       The process

 

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 is the correct list for the three levels of a multi level SLA?

 

a.       Technology, Process and Service

b.       Corporate, Service and Customer

c.       Corporate, Customer & Technology

d.       Service, User & IT

 

8.       Which statement about SLA is correct?

 

a.       They must contain legal wordings

b.       There should always be a separate SLA for each specific customer

c.       The wording must be clear and concise, leaving no room for ambiguity

d.       Changes to SLA only be made by Customer request

 

9.       Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in live environment?

 

a.       Service Level Management

b.       Service Catalogue Management

c.       Demand Management

d.       Service Transition

 

10.   An ISMS is an:

  

a.       IT Service Management System

b.       IT Skills Management systems

c.       Information Security Management System

d.       IT Security management system

 

 Answers:

1.       D

2.       C

3.       C

4.       B

5.       C

6.       B

7.       B

8.       C

9.       B

10.   C