ITIL-FOUNDATION Exam Questions
572 real ITIL-FOUNDATION exam questions with expert-verified answers and explanations. Page 1 of 12.
- Question #1Understand the key concepts of service management
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
RACI matrixprocess rolesinformed stakeholderprocess ownership - Question #2Know the purpose of the ITIL practices
Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and report...
service level managementSLM objectivescustomer satisfactionservice monitoring - Question #3Understand the key concepts of service management
Which one of the following do technology metrics measure?
technology metricscomponent measurementmetrics typesservice measurement - Question #4Know the purpose of the ITIL practices
Which process includes business, service and component sub-processes?
capacity managementbusiness capacityservice capacitycomponent capacity - Question #5Understand the activities of the service value chain and how they interconnect
Which one of the following is NOT part of the service design stage of the service lifecycle?
service designservice lifecycledesign activitiesservice transition packages - Question #6Understand the key concepts of service management
What is the result of carrying out an activity, following a process or delivering an IT service known as?
outcomedefinitionsIT service resultsprocess output - Question #7Know the purpose of the ITIL practices
Which process is responsible for managing relationships with vendors?
supplier managementvendor relationshipsthird-party managementpractice scope - Question #8Know the purpose of the ITIL practices
Which of the following service desk organizational structures are described in service operation? 1. Local service desk 2. Virtual service desk 3. IT help desk 4. Follow the sun
service deskorganizational structuresvirtual service deskfollow the sun - Question #9Know the purpose of the ITIL practices
What are the categories of event described in the UIL service operation book?
event managementevent categoriesinformational eventexception event - Question #11Know the purpose of the ITIL practices
Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events 2. To restore normal service operation as quickly as poss...
incident managementobjectivesservice restorationbusiness impact minimization - Question #12Know the purpose of the ITIL practices
What is the name of the group that should review changes that must be implemented faster than the normal change process?
change managementemergency CABurgent changesECAB - Question #13Understand the activities of the service value chain and how they interconnect
Which of the following is NOT an objective of service transition?
service transitiontransition objectivesrelease managementscope boundaries - Question #14Know the purpose of the ITIL practices
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 hav...
service portfolio managementportfolio scoperetired servicesservice lifecycle stages - Question #15Understand the key concepts of service management
The BEST description of an incident is:
incident definitionservice interruptionservice quality reductionunplanned disruption - Question #16Understand the purpose and components of the ITIL service value system (SVS)
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
continual improvementCSI approachimprovement stepsvision to measurement - Question #17Know the purpose of the ITIL practices
When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found
problem managementknown error recordworkaroundknown error database - Question #18Know the purpose of the ITIL practices
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
change advisory boardCABchange authorizationchange prioritization - Question #19Know the purpose of the ITIL practices
Which process is responsible for discussing reports with customers showing whether services have met their targets?
service level managementservice reportingSLA targetscustomer reviews - Question #20Understand the key concepts of service management
What do customer perceptions and business outcomes help to define?
service valuecustomer perceptionbusiness outcomesvalue co-creation - Question #21Know the purpose of the ITIL practices
Which of the following are basic concepts used in access management?
access managementidentityrightsdirectory services - Question #22Understand the key concepts of service management
Which of these statements about resources and capabilities is CORRECT?
service assetsresourcescapabilitiesservice management - Question #23Understand the activities of the service value chain and how they interconnect
Within service design, what is the key output handed over to service transition?
service design packageservice designservice transitionkey outputs - Question #24Understand the key concepts of service management
What should a service always deliver to customers?
service valuevalue deliveryservice definitioncustomer outcomes - Question #25Know the purpose of the ITIL practices
Which process is responsible for the availability, confidentiality and integrity of data?
information security managementCIA triadconfidentialityintegrity - Question #26Know the purpose of the ITIL practices
Availability management is directly responsible for the availability of which of the following?
availability managementIT servicescomponentsscope - Question #27Know the purpose of the ITIL practices
Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above?
change managementchange advisory boardchange authorityroles - Question #28Know the purpose of the ITIL practices
Hierarchic escalation is BEST described as?
incident managementhierarchic escalationincident escalation - Question #29Know the purpose of the ITIL practices
Which one of the following functions would be responsible for the management of a data centre?
facilities managementdata centreITIL functions - Question #30Understand the four dimensions of service management
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
RACI modelroles and responsibilitiesorganizational structure - Question #31Know the purpose of the ITIL practices
Which process will regularly anal0yse incident data to identify discernible trends?
problem managementtrend analysisincident dataproactive problem management - Question #32Understand the key concepts of service management
Which is the correct definition of a customer facing service?
customer-facing serviceservice typesbusiness processesservice definition - Question #33Understand the key concepts of service management
Which one of the following is the BEST definition of the term service management?
service management definitionorganizational capabilitiesvalue delivery - Question #34Know the purpose of the ITIL practices
Which of the following is NOT a valid objective of problem management?
problem managementobjectivesincident restorationscope boundary - Question #35Know the purpose of the ITIL practices
Which one of the following is an objective of service catalogue management?
service catalogue managementservice catalogueavailabilityobjectives - Question #36Know the purpose of the ITIL practices
Which of the following statements BEST describes the aims of release and deployment management?
release managementdeployment managementservice capabilityobjectives - Question #37Know the purpose of the ITIL practices
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
continual service improvementCSI approachmeasurable targetsimprovement goals - Question #38Know the purpose of the ITIL practices
Which one of the following can help determine the level of impact of a problem?
configuration management systemproblem managementimpact assessmentCMS - Question #39Understand the key concepts of service management
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
risk managementrisk identificationrisk analysisrisk exposure - Question #40Understand the four dimensions of service management
Which of the following is an enabler of best practice?
best practice enablerstechnologyITIL frameworkknowledge sources - Question #41Understand the four dimensions of service management
Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Four Psservice designpeople processes products partners - Question #42Understand the key concepts of service management
Which of the following is NOT one of the five individual aspects of service design?
service design aspectsservice portfolioservice cataloguetechnology architecture - Question #43Know the purpose of the ITIL practices
Where would you expect incident resolution targets to be documented?
SLAincident managementservice level agreementresolution targets - Question #44Understand the key concepts of service management
Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their...
service strategybusiness valueservice providerbusiness environment - Question #45Know the purpose of the ITIL practices
What are the categories of event described in the ITIL service operation book?
event managementevent categoriesinformational warning exception - Question #46Understand the key concepts of service management
A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities i...
process ownerroles responsibilitiesprocess strategyprocess improvement - Question #47Understand the purpose and components of the ITIL service value system (SVS)
Which one of the following is concerned with policy and direction?
governancepolicy and directionSVS components - Question #48Understand the key concepts of service management
Which of the following should be considered when designing measurement systems, methods and metrics? 1. The services 2. The architectures 3. The configuration items 4. The processe...
measurement systemsmetricsCSIservice design - Question #49Understand the key concepts of service management
Which of the following is the best definition of IT service management?
IT service management definitionservice qualitybusiness needs - Question #50Know the purpose of the ITIL practices
Which of the following is service transition planning and support NOT responsible for?
service transition planningtransition supportchange management - Question #51Know the purpose of the ITIL practices
What are underpinning contracts used to document?
underpinning contractssupplier managementthird party suppliers