ITIL Foundation Sample 1

1 / 54

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

2 / 54

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

3 / 54

Which will help solve incidents more quickly?

4 / 54

When is the earliest that a workaround can be documented in 'problem management'?

5 / 54

Which is an activity of the 'problem management' practice?

6 / 54

What can be used to determine if a service is 'fit for purpose'?

7 / 54

In service relationships, what is a benefit of identifying consumer roles?

8 / 54

Which statement about managing incidents is CORRECT?

9 / 54

Which statement about the service value chain is CORRECT?

10 / 54

What term is used to describe whether a service will meet availability, capacity and security requirements?

11 / 54

Which practice is MOST likely to benefit from the use of chatbots?

12 / 54

Where are the details of the required performance outcomes of a service defined?

13 / 54

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

14 / 54

Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. 

15 / 54

What describes how components and activities work together to facilitate value creation?

16 / 54

Which practice is responsible for moving components to live environments?

17 / 54

Which practice includes the classification and ownership of queries and requests from users?

18 / 54

Which practice identifies metrics that reflect the customer’s experience of a service?

19 / 54

Which service management dimension is focused on activities and how these are coordinated?

20 / 54

How does categorization of incidents assist the ‘incident management’ practice?

21 / 54

Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve. 

22 / 54

Which is a recommendation of the ‘continual improvement’ practice? 

23 / 54

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice? 

24 / 54

Which role submits service requests?

25 / 54

Which practice provides a single point of contact for users? 

26 / 54

Which guiding principle recommends that the four dimensions of service management are considered? 

27 / 54

Which would be supported by the ‘service request management’ practice? 

28 / 54

Which practice is the responsibility of everyone in the organization? 

29 / 54

Identify the missing word in the following sentence. The purpose of the ‘information security management’ practice is to [?] the organization’s information. 

30 / 54

Which guiding principle recommends collecting data before deciding what can be re-used? 

31 / 54

Which is NOT usually included as part of incident management? 

32 / 54

Which describes the nature of the guiding principles?

33 / 54

Which statement about a change authority is CORRECT? 

34 / 54

Which practice has the purpose of making new and changed services and features available for use? 

35 / 54

Which value chain activity ensures people understand the organization’s vision? 

36 / 54

Which statement about the value chain activities is CORRECT? 

37 / 54

What is the purpose of the ‘supplier management’ practice? 

38 / 54

What are the two types of cost that a service consumer should evaluate? 

39 / 54

Which is a purpose of the ‘service desk’ practice? 

40 / 54

How should an organization adopt continual improvement methods? 

41 / 54

Which ITIL concept describes governance? 

42 / 54

Which is a recommendation of the ‘service desk’ practice? 

43 / 54

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? 

44 / 54

What is a standard change? 

45 / 54

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? 

46 / 54

What is the definition of change? 

47 / 54

What is the definition of an event?

48 / 54

Which describes outcomes? 

49 / 54

Which is NOT a key focus of the ‘information and technology’ dimension? 

50 / 54

Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control

51 / 54

Which is a key consideration for the guiding principle ‘keep it simple and practical’? 

52 / 54

What should be done first when applying the ‘focus on value’ guiding principle? 

53 / 54

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of? 

54 / 54

What is the definition of warranty? 

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