ITIL-F Practice Exam Questions with Answers ITIL Foundation Certification

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

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Which is the correct definition of a customer facing service?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

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 NOT an objective of problem management?

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

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 Those that have been withdrawn from service

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

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

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 involved in a process

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Check, Act and Plan are three of the stages of the Deming Cycle.

Which is the fourth?

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 processes

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".

What are these four Ps?

Which of the following statements about service asset and configuration management is/are CORRECT?

1. A configuration item (CI) can exist as part of any number of other CIs at the same time

2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

Which one of the following does service metrics measure?

Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?

What are customers of IT services who work in the same organization as the service provider known as?

Which one of the following would NOT be defined as part of every process?

Which of the following is the best definition of service management?

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

Which of the following options is a hierarchy that is used in knowledge management?

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 areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

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 is an outcome of service design?

What BEST describes the value of continual service improvement to the business?

What BEST describes the value of service design to the business?

What is the best description of an external customer?

Which process is responsible for managing all service requests from users?

Which function or process would provide staff to monitor events in an operations bridge?

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 of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

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