ITIL itilfnd practice test

ITIL Foundation


Question 1

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

  • A. 1, 2 and 4 only
  • B. 2, 3 and 4 only
  • C. 1, 3 and 4 only
  • D. 1, 2 and 3 only
Answer:

A

Discussions

Question 2

Which one of the following would NOT involve event management?

  • A. Intrusion detection
  • B. Recording and monitoring environmental conditions in the data centre
  • C. Recording service desk staff absence
  • D. Monitoring the status of configuration items
Answer:

C

Discussions

Question 3

What is used to control a process?

  • A. Inputs
  • B. Functions
  • C. Objectives
  • D. Stakeholders
Answer:

C

Discussions

Question 4

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

  • A. A standard change
  • B. An emergency change
  • C. An internal change
  • D. A normal change
Answer:

A

Discussions

Question 5

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure
information and data is available throughout the lifecycle"?

  • A. Knowledge Management
  • B. Availability Management
  • C. Service Asset and Configuration Management
  • D. Change Management
Answer:

A

Discussions

Question 6

Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes

  • A. All of the above
  • B. 1 and 2only
  • C. 2 and 3 only
  • D. 1 and 3 only
Answer:

A

Discussions

Question 7

Which is the correct combination of items that makes up an IT service?

  • A. Customers, providers and documents
  • B. Information technology, people and processes
  • C. Information technology, networks and people
  • D. People, processes and customers
Answer:

B

Discussions

Question 8

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

  • A. Budgeting and charging
  • B. Accounting and charging
  • C. Budgeting and accounting
  • D. Costing and charging
Answer:

C

Discussions

Question 9

A plan for managing the end of a supplier contract should be created when?

  • A. The contract is being negotiated
  • B. The contract is about to be ended
  • C. The Supplier Manager decides that there is a risk the contract might need to end soon
  • D. The contract has been agreed
Answer:

A

Discussions

Question 10

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

  • A. The part of a contract that specifies the responsibilities of each party
  • B. An agreement between the service provider and an internal organization
  • C. An agreement between a service provider and an external supplier
  • D. An agreement between the service provider and their customer
Answer:

D

Discussions
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