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Free ITIL Foundation

Exam Practice Test
Try our ITIL Foundation Exam Questions to get
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40 Questions, 60 Minutes

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Explanations

40 17 42.5
Questions Correct %Correct
Answers Answers

1. Deciding how to differentiate

ourselves from our competitive
alternatives is the objective of:

Service Design.

Service Strategy.

Demand Management.

Capacity Management.

Explanation:

This is one of the objectives of Service

Strategy.

2. The four parameters of the

Warranty in Service Value are:

Availability, Continuity, Capacity and

Security.

Availability, Capacity, Continuity and

Maintainability.

ROI, VOI, Improvement and Improvements.

Capacity, Security, Servicability and

Security.

Explanation:

Warranty is based on Availability,

Continuity, Capacity and Security.

3. Service Package is the

combination of:

Core Service Package, Supporting Service

Package and Service Asset Package.

Service Asset and Service Value.

Core Service Package, Supporting Service

package and Enabling Service Package.

All of the above

Explanation:

Service Package will contain the outcome

desired, enhancing value and the utility and
warranty of the core.

4. PBA and UP are a part of:

Finance Management.

Demand Management.

Business Management.

Service Portfolio Management.

Explanation:

These are the two main activities of

Demand Management.

5. Pipeline services, Active

services and Retired services are
the components of:

Service Portfolio Management.

Service Catalogue Management.

Business Management.

Demand Management.

Explanation:

SPM consists of all the services which are

active, pipeline and retired

6. Finance Management Activities

include:

Accounting,Budgeting,Chargeback and
Demand Modelling.

Accounting, Buyback and Clearance.

Accounting, Budgeting and Chargeback.

None of the above.

Explanation:

Finance Management Activities, by

definition, consist of Accounting,
Budgeting, and Chargeback.

7. Who is responsible for

communication and interaction
with customers?

Service Level Manager

Service Owner

Business Relationship Manager

Process Owner

Explanation:

It is the responsibility of the Business

Relationship Manager to act as a single
point of contact for these activities.

8. Service which is needed in

order to deliver the core service is
called:

Enhancing Service.

Enabling Service.

Both the above

Neither a nor b

Explanation:

Enabling service is required by any service

provider to provide core service.

9. An SDP is produced for:

New service and Retiring Service only.

New Service and for a major change in

service only.

New Service only.

New Service, Major Change in a service

and Retiring Service.

Explanation:

By definition, an SDP is produced for New

Service, Major Change in a service and
Retiring Service.

10. Catalogue Management which

has information about the
business and its relationship with
business units and processes is
called:

Service Catalogue Management.

Technical Service Catalogue.

Service Portfolio Management.

Business Service Catalogue.

Explanation:

Catalogue Management which has

information about the business and its
relationship with business units and
processes is called Business Service
Catalogue.

11. The agreement between the

internal departments of an
organization, which helps the
Service Provider to deliver the
service, is called a(n):

Underpinning Contract.

Service Level Agreement.

Operational Level Agreement.

Service Level Requirement.

Explanation:

The agreement between the internal

departments of an organization, which
helps the service provider to deliver the
service, is called an Operational Level
Agreement.

12. Which is the content to be

avoided when drafting an SLA?

Service Performance

Security Measures

Legal terms

Mutual Responsibilities

Explanation:

Legal terms should always be avoided when

drafting an SLA.

13. In a process, RACI is the model

used for identifying the following:

Roles and Responsibilities

Process Knowledge

Domain Knowledge

All of the above

Explanation:

RACI is used for defining and

understanding the roles and responsibilities.

14. The performance of the

supplier is managed by which
process?

Service Level Management

Business relationship Management

Supplier Management

All of the above

Explanation:

Supplier Management's main objective is to

measure the performance and take a
decision on the contract renewal.

15. Service Capacity, Business

Capacity and Component
Capacity are the components of:

Capacity Management.

Availability Management.

Service Continuity Management.

Supplier Management.

Explanation:
Call Us Chat Query?
Service Capacity, Business Capacity and
Component Capacity are components of
Capacity Management.

16. A measure of how quickly and

effectively a component can be
restored to normal condition is:

Serviceability

Maintainability.

Availability.

All of the above

Explanation:

Maintainability is a measure of how quickly

and effectively a component can be
restored to normal condition.

17. The Business Critical elements

of a business process supported
by an IT service is called:

Business Relationship Management.

Business Continuity Management.

Business Impact Analysis.

Vital Business Functions.

Explanation:

The business critical elements of the

business process supported by an IT
Service are known as Vital Business
Functions or VBFs; if IT focuses on the
wrong aspects of the business functions, it
is wasting critical resources by designing
the wrong solutions for the wrong reasons,
thereby diminishing the value of the service
for the customer.

18. Right access to the right files

to the right people at the right
time is the objective of:

Availability Management.

Information Security Management.

Service Asset and Configuration

Management.

All of the above

Explanation:

This the process which takes care of

security management.

19. Creation of the Service Design

Package is the main objective of:

Design Coordination.

Knowledge Management.

Business Relationship Manager.

None of the above

Explanation:

Creation of the Service Design Package is

the main objective of Design Coordination.

20. Pre-authorized changes with

documented procedure are
called:

Service Transition

Standard Change.

Emergency Change.

Change Model.

Explanation:

Standard changes are the changes which

have low cost and low risk and can be
handled as Service Request.

21. Change Management scope

does not include:

modifications of a CI.

deleting a CI.

changes in Service Catalogue.

strategic change of an organization.

Explanation:

Strategic change is not handled by Change

Management.

22. _____ is used as reference

point for the future builds,
releases and changes

Baseline

Configuration Report

Configuration Management

All the above

Explanation:

Baseline is the snapshot taken at the given

time for future reference.

23. The storage place for all

software CDs, codes, and licenses
is called:

Configuration Management Database.

Service Asset Database.

Service Knowledge Management System.

Definitive Media Library.

Explanation:

All S/W related items are stored in the

Definitive Media Library.

24. Release Policy should contain:

a Unique Identification Number.

roles and responsibilities.

frequency of the releases.

All the above

Explanation:

A release policy should contain all these

requirements.

25. ________ ensures right

information is delivered to the
appropriate person at the right
time.

Knowledge Management

Policy Document

Business relationship Management

None of the above

Explanation:

Knowledge management ensures that the

right information is delivered to the right
person at the right time.

26. ____ is the type of the event

where a manual or an automated
interference is required.

Informational

Exceptional

Warning

Manual Events

Explanation: