ITIL® Foundation (ITILF) Free Practice Test

Question 1

The configuration management system is part of which system?

A. The information security management system

B. The availability management information system

C. The service knowledge management system

D. The capacity management information system

Correct Answer: C

Question 2

Which service lifecycle stage supports the creation of a portfolio of quantified services?

A. Service level management

B. Service strategy

C. Service design

D. Service operation

Correct Answer: B

Question 3

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

A. Incident model

B. The Deming Cycle

C. Continual service improvement (CSI) approach

D. RACI model

Correct Answer: D

Question 4

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service Improvement approach?

A. Service and process improvement

B. Measurable targets

C. Baseline assessments

D. Policy and governance review

Correct Answer: A

Question 5

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A. A definitive media library

B. A capacity database

C. A request for change

D. A known error database

Correct Answer: D

Question 6

Access management is closely related to which other process?

A. Change management

B. 3rd line support

C. Capacity management only

D. Information security management

Correct Answer: D

Question 7

Which statement should NOT be part of the value proposition for Service Design?

A. Improved Service alignment with business goals

B. Reduced total cost of ownership

C. Improved quality of service

D. Better balance of technical skills to support live services

Correct Answer: D

Question 8

What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?

A. An emergency change

B. A request for change

C. An emergency event

D. An alert

Correct Answer: D

Question 9

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

A. Request fulfilment

B. Change fulfilment

C. Incident management

D. Event management

Correct Answer: A

Question 10

Which of the following should be done when closing an incident?
1 . Check the incident categorization and correct it if necessary
2 . Check that the user is satisfied with the outcome

A. 1 only

B. Both of the above

C. 2 only

D. Neither of the above

Correct Answer: B

Question 11

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

A. It supports the creation of a portfolio of quantified services

B. It provides quick and effective access to standard services

C. It results in gradual improvement in cost effectiveness

D. It improves governance by building controls into service designs

Correct Answer: C

Question 12

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"?

A. Potential

B. Profit

C. Products

D. Preparation

Correct Answer: C

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BCS ITIL® Foundation (ITILF) Free Practice Test