ITILF by BCS Valid Free Exam Practice Test

Question 1

What should a service always deliver to customers?

A. Resources B. Infrastructure C. Applications D. Value

Correct Answer: D

Question 2

Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

A. Change management B. Business relationship management C. Availability management D. Service level management

Correct Answer: A

Question 3

What is a RACI model used for?

A. Recording configuration items B. Monitoring services C. Performance analysis D. Defining roles and responsibilities

Correct Answer: D

Question 4

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. Service request B. Change policy C. Risk register D. Change proposal

Correct Answer: D

Question 5

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. Products B. Potential C. Preparation D. Profit

Correct Answer: A

Question 6

Why is it important for service providers to understand patterns of business activity (PBA)?

A. PBA are based on organizational roles and responsibilities B. IT service providers CANNOT schedule changes until they understand PBA C. Demand for the services delivered by service providers are directly influenced by PBA D. Understanding PBA is the only way to enable accurate service level reporting

Correct Answer: C

Question 7

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. An alert C. An emergency event D. A request for change

Correct Answer: B

Question 8

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

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

Correct Answer: B

Question 9

Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

A. The service portfolio B. The service knowledge management system (SKMS) C. A configuration management database (CMDB) D. The change schedule

Correct Answer: B

Question 10

Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

A. Operational contract B. Service level contract C. Underpinning contract D. Serviceability contract

Correct Answer: C

Question 11

Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles

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

Correct Answer: A

Question 12

Which one of the following is NOT an objective of problem management?

A. Eliminating recurring incidents B. Minimizing the impact of incidents that cannot be prevented C. Restoring normal service operation as quickly as possible D. Preventing problems and resulting incidents from happening

Correct Answer: C

Question 13

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

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

Correct Answer: A

Question 14

Access management is closely related to which other process?

A. Change management B. Information security management C. Capacity management only D. 3rd line support

Correct Answer: B

Question 15

With which process is problem management likely to share categorization and impact coding systems?

A. Service asset and configuration management B. IT service continuity management C. Incident management D. Capacity management

Correct Answer: C

BCS ITIL® Foundation - ITILF Exam Practice Test