201 Questions for Your ITIL ® Foundation Exam
By John Forester
Copyright 2012 John Forester
Smashwords edition
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Table of content
Introduction
These 201 sample exam questions are designed to help you prepare for your ITIL ® Foundation exam. They are carefully crafted to simulate the real exam questions. The question style and topics are similar and all questions have been checked against the syllabus and against the ITIL core library. While there are no trick questions in the exam, you will find that it’s a good idea to get familiar with the question styles and the specific learning points.
You will get not only the right answer to each question, but also an explanation of the learning point. This Smashwords edition is designed to be convenient to use, there are direct links from the questions to the corresponding answers.
Example:
Question 201
Which of the following is release and deployment management responsible for?
a)
Ensuring that release packages are tested
b) Defining the release
policy
c) Carrying out actual testing
d) Authoring changes
Answer 201: a) Ensuring that testing takes place is one of the objectives of release and deployment management, but actual testing is the responsibility of service validation and testing. Defining a release policy is the responsibility of transition planning and support. The release policy is an input to release and deployment management. Back to question 201
The structure of the book
The questions are in the first part of the book and the corresponding answers in the second part. There is a link from each question to the answer and back to the question, for your convenience. You can either check each answer immediately, or choose to do a set of question and then check your answers.
In the actual exam there are 40 questions and you must score at least 26 correct answers.
This Smashwords edition is based on the newest ITIL® 2011 syllabus, valid from January 2012.
This edition was updated in February 2012
John Forester
Question 1
Which of the following is considered to be demand management?
a) Recommending a price increase of a service
b)
Increasing the capacity of a server
c) Recording a user request
for service support
d) Documenting the projected demand for a
service in a service level agreement
Question 2
Value needs to be defined in terms of which areas?
a) People, processes,
partners and products
b) Perspective, position, patterns and
plans
c) Total cost of ownership (TCO) , return on investment
(ROI) and value of investment (VOI)
d) Customer perceptions and
preferences, and business outcomes
Question 3
Which of the following statements about configuration items (CI) are true?
1. All service assets are CIs
2. Release plans
and change plans can be CIs
3. Types of CIs include service CIs,
organization CIs, internal CIs, external CIs
4. Every CI must be
under the control of change management
a) 1 and 2 only
b) 1,
3 and 4 only
c) 2, 3 and 4 only
d) All of the above
Question 4
In which stage of the service lifecycle do we define how value is created?
a) Service design
b)
Service operation
c) Service strategy
d) Service transition
Question 5
Which of the following are responsibilities of service transition?
1. Establishing and maintaining the integrity of
service assets
2. Ensuring that services can be managed and
operated as specified during service design
3. Providing
good-quality knowledge and information about service assets
4.
Deploy releases into production
a) None of the above
b)
1, 3 and 4 only
c) 4 only
d) All of the above
Question 6
Which of the following describes a notification that a threshold has been reached or something has changed?
a) An event
b) An
alert
c) A warning
d) An incident
Question 7
Which of the following represents incident management activities in the correct order?
a) prioritization,
identification, recovery, closure
b) logging, identification,
recovery, resolution
c) diagnosing, resolution, recovery,
closure
d) diagnosis, identification, resolution, categorization
Question 8
Which of the following is NOT an objective of release and deployment management?
a) To define and agree release and deployment
plans with customers
b) To create and test release packages
c)
To ensure that skills and knowledge are transferred to service
operation
d) To quality assure a release and its components
Question 9
In which phase of the service lifecycle are metrics and measurements designed?
a) Service design
b)
Service operation
c) Continual service improvement
d) Service
strategy
Question 10
Which of the following is an aspect of service strategy?
1) defining a strategy whereby a service provider
will deliver services
2) defining a strategy for how to manage the
services
a) Only 1
b) Only 2
c) Both
d) Neither
Question 11
Which process considers reliability, resilience and serviceability?
a) Technical
management
b) Security management
c) Availability management
d)
Financial management
Question 12
What do services provide to the customer?
a) Capabilities
b)
Warranty
c) Resources
d) Value
Question 13
Which of the following should NOT be changed without change management authorization?
a) A service level
agreement
b) A business process
c) A training program for sales
people
d) The customer requirements
Question 14
How does service operation provide value to the business?
1. Service value is seen by the customer
2.
Measures for optimization are identified
3. Service plans, designs
and optimizations are executed
4. Service value is modeled
a) 1 only
b) 1 and 3
only
c) 1, 3 and 4 only
d) All of the above
Question 15
The incident management process needs to be changed. Which of the following is responsible for initiating the change?
a) Change manager
b)
Incident manager
c) Change management owner
d) Incident
management owner
Question 16
What is the difference between a problem and a known error?
a) A known error does not cause incidents, a
problem does
b) A problem is an unknown cause of an incident, a
known error is a known cause
c) A problem is severe, a known error
is more like an undocumented feature
d) A known error is an
incident that has been reported, a problem is an incident that has
not been reported
Question 17
Which process is associated with early life support (ELS)?
a) Service desk
b) Service operation
c)
Service transition
d) Release and deployment management
Question 18
Which document details all information about a service, including requirements, organizational readiness, service acceptance criteria and a transition plan?
a) The service catalogue
b) The service
portfolio
c) The service design package
d) The service level
agreement
Question 19
Which phase of the service lifecycle is responsible for reducing the total cost of ownership (TCO) for a service?
a) Service transition
b) Service operation
c)
Service design
d) Continual service improvement
Question 20
Which of the following stores information about services which are currently under consideration or development?
a) Service portfolio
b) Service catalogue
c)
Service design package
d) Service pipeline
Question 21
If we measure how fast an incident is resolved on an average, what aspect of the process are we measuring?
a) Efficiency
b)
Effectiveness
c) Compliance
d) Progress
Question 22
Which of the following is not a part of risk assessment?
a) Evaluating the likelihood that a disaster will
occur
b) Assessing the level of threat
c) Implementing
countermeasures to an identified risk
d) Assessing the
vulnerability of an organization
Question 23
Restoring service without implementing a full resolution is described with which term?
a) Known error
b) Workaround
c) Error
control
d) Vital business function
Question 24
Which of the following is not within the scope of financial management?
a) Accounting
b) Budgeting
c) Charging
d)
Procuring
Question 25
Which process is responsible for identifying customer needs?
a) Business relationship management
b)
Availability management
c) Service level management
d) Service
desk
Question 26
In what order will the processes be executed when an incident is resolved thorough a change?
a) Change management,
incident management, release management, problem management
b)
Problem management, incident management, change management, release
management
c) Incident management, change management, release
management, problem management
d) Incident management, problem
management, change management, release management
Question 27
What is meant by integrity in the IT security management process?
a) Information is
disclosed only to those who have the right to know
b) Information
is complete and accurate
c) Information is available when
required
d) Business transactions can be trusted
Question 28
Which one of the following is the BEST description of maintainability?
a) The mean time to restore service
b) The
mean time between failures
c) The mean time between system
incidents
d) Maintainability
Question 29
What are the three types of service provider?
a) Internal, shared unit, external
b) Business,
service, technical
c) Customer, user, agent
d) Outsourcing,
co-sourcing, partnership
Question 30
What is included in an incident model?
1. Responsibilities
2. Timescales
3.
Pre-defined steps and chronology
4. Problem analysis
5.
Escalation procedures
a) 1, 2, 3 and 5 only
b)
3 only
c) 2 and 3 only
d) All of the above
Question 31
What is service management?
a) A set of functions
b) A set of processes
c)
A set of organizational resources
d) A set of organizational
capabilities
Question 32
Which process investigates the root cause to a security incident?
a) Service desk
b) Security management
c)
Problem management
d) Incident management
Question 33
Which part of ITIL provides guidance specific to industry sectors?
a) Service Strategy
b) The ITIL core library
c)
ISO/IEC 20 000
d) ITIL complementary publications
Question 34
Which of the following describes proper incident management?
a) There is an increase in the number of
incidents
b) All incidents are recorded
c) All incidents follow
the same procedure
d) All incidents are solved by the service desk
Question 35
Which activity is not performed by the service desk?
a) Solving problems
b) Diagnosing incidents
c)
Handling service requests
d) Answering user questions
Question 36
Which of the following are aspects of the business value of a service?
a) Resources and capabilities
b) Utility and
warranty
c) Assets and costs
d) Portfolio and catalog
Question 37
Which of the following is not one of the four phases of release and deployment management?
a) Review and close
b) Build and test
c)
Planning
d) Evaluation and validation
Question 38
Which of the following is NOT one of the five aspects of service design?
a) Service solutions
b) Management information
systems
c) Price and performance
d) Technology architectures
Question 39
Which process negotiates availability targets with the customer?
a) Service level management
b) Business
relationship management
c) Availability management
d) Supplier
management
Question 40
Which of the following maintains relationships between services and service components?
a) A service level
agreement
b) A service design package
c) The configuration
management system
d) A transition package
Question 41
Which is the first step of the continual service improvement (CSI) approach?
a) Where are we now?
b) Plan
c) Define what
you will measure
d) What is the vision?
Question 42
Which of the following are steps in the 7 step improvement process?
1. Identify the strategy
2. Define what you
will measure
3. Gather data
4. Process the data
5. Present
and use the information
6. Implement improvement
a) 1, 3, 4 and 5 only
b) 2, 3, 5 and 6 only
c)
None of the above
d) All of the above
Question 43
What is IT operations management?
a) The function responsible for monitoring and
control of IT services
b) The function that performs the daily
activities needed to manage IT services and infrastructure
c) The
function responsible for managing the physical environment
d) The
processes responsible for service operation
Question 44
What are the two views of the service catalogue?
a) Business/customer view and technical/supporting
view
b) Service portfolio and service pipeline
c) Supplier view
and business relationship view
d) Utility and warranty
Question 45