ITIL Foundation Certification - IT Service Management (ITIL-Foundation) Practice Test

Questions # 1:

Which of the following types of service should be included in the scope of service portfolio management?

1. Those planned to be delivered

2. Those being delivered

3. Those that have been withdrawn from service

Options:

1 and 3 only

All of the above

1 and 2 only

2 and 3 only

Questions # 2:

Which process is responsible for sourcing and delivering components of requested standard services?

Options:

Request fulfilment

Service portfolio management

Service desk

IT finance

Questions # 3:

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

Options:

Service level management

Financial management

Demand management

Risk management

Questions # 4:

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Options:

The SLA covers one service, for all the customers of that service

The SLA covers an individual customer group for all services they use

An SLA that covers all customers for all services

An SLA for a service with no customers

Questions # 5:

What are the categories of event described in the ITIL service operation book?

Options:

Informational, scheduled, normal

Scheduled, unscheduled, emergency

Informational, warning, exception

Warning, reactive, proactive

Questions # 6:

Which two elements of financial management for IT services are mandatory?

Options:

Budgeting and charging

Accounting and charging

Budgeting and accounting

Costing and charging

Questions # 7:

Availability management is directly responsible for the availability of which of the following?

Options:

IT services and components

IT services and business processes

Components and business processes

IT services, components and business processes

Questions # 8:

Where should the following information be stored?

1. The experience of staff

2. Records of user behaviour

3. Supplier's abilities and requirements

4. User skill levels

Options:

The change schedule

The service portfolio

A configuration management database (CMDB)

The service knowledge management system (SKMS)

Questions # 9:

Which one of the following statements about incident reporting and logging is CORRECT?

Options:

Incidents can only be reported by users

Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

All calls to the service desk must be logged as incidents

Incidents reported by technical staff must also be logged as problems

Questions # 10:

Access management is closely related to which other process?

Options:

Capacity management only

3rd line support

Information security management

Change management

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