Crack4sure Logo
We at Crack4sure are committed to giving students who are preparing for the Exin ITIL-F Exam the most current and reliable questions . To help people study, we've made some of our ITIL® Foundation exam materials available for free to everyone. You can take the Free ITIL-F Practice Test as many times as you want. The answers to the practice questions are given, and each answer is explained.
Service transition contains detailed descriptions of which processes?
With which process is problem management likely to share categorization and impact coding systems?
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
What is a RACI model used for?
How many people should be accountable for a process as defined in the RACI model
How many people should be accountable for a process as defined in the RACI model?
Which role is responsible for carrying out the activities of a process?
A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
Which one of the following is an objective of release and deployment management?
Which one of the following do major incidents require?
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Which of the following BEST describes service strategies' value to the business?
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
Which role is accountable for the operational management of a process?
Which of the following are CORRECT Service Design Aspects?
1) Service Solutions for new or changed services
2) Management policies and guidelines
3) Business requirements technology and management architectures
4) Process requirements technology and management architectures
Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?
The configuration management system is part of which system?
Which is an objective of access management?
What should the IT service continuity process primarily support?
Which is an example of improving service utility using service management automation?
. When should a known error be raised?
Which three types of metric support Continual Service Improvement (CSI) activities?
How are groups, teams, departments and divisions classified?
. Which is an outcome of service design?
What are the categories of events described in the ITIL service operation book?
In which document would you expect to see an overview of actual service achievements against targets?
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
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
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
Which of the following is NOT a valid objective of problem management?
Which one of the following is NOT an aim of the change management process?
The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
Which one of the following is NOT a valid purpose or objective of problem management?
Which one of the following is NOT part of the service design stage of the service lifecycle?
Which statement should NOT be part of the value proposition for Service Design?
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
Which one of the following is the BEST description of a service level agreement (SLA)?
What is the BEST description of an operational level agreement (OLA)?
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
The BEST description of an incident is:
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Which of the following options is a hierarchy that is used in knowledge management?
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following CANNOT be provided by a tool?
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
Which one of the following does service metrics measure?
Which one of the following do technology metrics measure?
What do customer perceptions and business outcomes help to define?
The consideration of value creation is a principle of which stage of the service lifecycle?
What are customers of IT services who do NOT work in the same organization as the service provider known as?
Which of the following is the best definition of IT service management?
What should a service always deliver to customers?
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
Which reason describes why ITIL is so successful?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Which of the following is the best definition of service management?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Which of the following is an enabler of best practice?
Which one of the following includes four stages called Plan, Do, Check and Act?
Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
Which one of the following is the BEST definition of reliability?
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 the live environment?
Which one of the following is NOT an objective of problem management?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
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
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Which one of the following activities does application management perform?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which of the following BEST describes technical management?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which of the following is the BEST description of a centralized service desk?
Which function or process would provide staff to monitor events in an operations bridge?
Which one of the following functions would be responsible for the management of a data centre?
3 Months Free Update
3 Months Free Update
3 Months Free Update
TESTED 30 Nov 2025
