ITIL Questions And Answers
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Exam Name: ITIL V3 Foundation
Updated: 2020-06-05
Q & A: 519
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Question No : 1
Which function or process would provide staff to monitor events in an operations bridge?
A. Technical management
B. IT operations management
C. Request fulfillment
D. Applications management
A. Technical management
B. IT operations management
C. Request fulfillment
D. Applications management
Answer: B
Question No : 2
Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?
A. Definitive Media Library
B. Definitive Software Store
C. Service Knowledge Management System
D. Software Secure Library
A. Definitive Media Library
B. Definitive Software Store
C. Service Knowledge Management System
D. Software Secure Library
Answer: A
Question No : 3
Which process would be used to compare the value that newer services have offered over those they have replaced?
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
Answer: C
Question No : 4
What is the result of carrying out an activity, following a process or delivering an IT service known as?
A. Outcome
B. Incident
C. Change
D. Problem
A. Outcome
B. Incident
C. Change
D. Problem
Answer: A
Question No : 5
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
1. Customers
2. Users
3. Suppliers
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Answer: A
Question No : 6
Which statement should NOT be part of the value proposition for Service Design?
A. Reduced total cost of ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skills to support live services
A. Reduced total cost of ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skills to support live services
Answer: D
Question No : 7
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
Answer: B
Question No : 8
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Answer: A
Question No : 9
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Question No : 10
Service Acceptance criteria are used to?
A. Ensure the design stage of the Lifecycle
B. Ensure Portfolio Management is in place
C. Ensure delivery and support of a service
D. Ensure service Key Performance Indicators (KPIs) are reported
A. Ensure the design stage of the Lifecycle
B. Ensure Portfolio Management is in place
C. Ensure delivery and support of a service
D. Ensure service Key Performance Indicators (KPIs) are reported
Answer: C
Question No : 11
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Answer: A
Question No : 12
What is the definition of an Alert?
A. A type of Incident
B. A warning that a threshold has been reached or that something has changed
C. An error message to the user of an application
D. An audit report that indicates areas where IT is not performing according to agreed procedures
A. A type of Incident
B. A warning that a threshold has been reached or that something has changed
C. An error message to the user of an application
D. An audit report that indicates areas where IT is not performing according to agreed procedures
Answer: B
Question No : 13
Which of the following is concerned with fairness and transparency?
A. Capacity management
B. Governance
C. Service design
D. Service level management
A. Capacity management
B. Governance
C. Service design
D. Service level management
Answer: B
Question No : 14
Which process is responsible for discussing reports with customers showing whether services have met their targets?
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
Answer: C
Question No : 15
Which statement about Service Level Agreements (SLAs) is CORRECT?
A. They must contain legal wording because of their importance
B. There should always be a separate SLA for each specific customer
C. The wording must be clear and concise to allow no room for ambiguity
D. Changes to the SLA can only be requested by the customer
A. They must contain legal wording because of their importance
B. There should always be a separate SLA for each specific customer
C. The wording must be clear and concise to allow no room for ambiguity
D. Changes to the SLA can only be requested by the customer
Answer: C
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