Top 35 ITIL Foundation Certification Exam Questions

Introduction to ITIL Foundation Certificate

The ITIL (Information technology infrastructure library) is a certification that focusses on the alignment of IT services with business needs. The accredited ITIL foundation certification gives the practitioner a general awareness of the various concepts, terminology, key elements used and the importance of service management to the IT service provider and customers. We have compiled multiple choice ITIL foundation exam questions and answers for best practices and to quickly recap what you have learned and attempt the certification exam successfully. At the end of the page, you can find the ITIL foundation exam details to apply.

1. Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity              

B. Rights, access, identity, directory services, service/service components

C. Physical, personnel, network, emergency, service

D. Normal, temporary, emergency, personal, group

The process of controlling the data access by providing access to authorized users and preventing unauthorized access is access management. The basic concepts in access management are Rights, access identity, directory, services, and service components.

2. Which model is helpful in defining roles and responsibilities in an organization?

A. RACI model

B. Incident model

C. Continual service improvement (CSI) approach

D. The Deming Cycle

RACI model helps to identify the roles and responsibilities when the organization goes through a change management.

3. Which of the following BEST describes the purpose of access management?

A. Provide a channel for users to get services

B. Provides the rights for users to be able to use a service or group of services

C. Problem prevention and anticipating the events resulting from problems.

D. Detection of security events and tackling them.

Access management deals with giving right access to authorized users and preventing unauthorized users from accessing data.

4.  Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events 2. Restoration of services normally as quickly as possible 3. Minimization of negative impact on business operation.

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. All of the above

The aim of incident management is to bring back normal operational as soon as possible to reduce the negative impact on business operations.

5. Which of the following BEST describes partners" in the phrase people, processes, products and partners"?

A. Suppliers, manufacturers and vendors

B. Customers

C. Internal departments

D. The facilities management function

Suppliers, manufacturers and vendors are covered in the term partners.

6. The Information passed to service transition for new service implementation is contained in

1. A service option

2. A service transition package (STP)

3. A service design package (SDP)

4. A service charter

A device design package defines all the aspects of services that are required during each and every stage of life cycle. During service transitions or implementation of new service, this document is very useful.

7. The correct process for continual service improvement is

A. Strategy devise, solution designing, production transition, solution operation and constant improvement.

B. Where do we want to be? How do we get there? How do we check we arrived? How do we keep the momentum going?

C. Business outcomes identification, outcomes planning for achievement, Identification of business outcomes, Plan how to achieve the outcomes, Implementation of the planned outcomes, monitor and check the implementation of the plan, refine and improve the solution.

D. What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?

Continual service improvement deal with aligning and realigning IT services to changing business needs. Changing business needs involves answering What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there? ;How do we keep the momentum going?

8. What does the continual service improvement (CSI) approach enable a business to achieve?

A. It keeps the communication going within the business

B. Improved initiatives enable business to take the decision.

C. It helps the stakeholders understand their customers

D. CSS defines how the business deals with external suppliers.

The objective of continual service improvement is to align and realign IT services to changing business needs.

9. Which of the following BEST describes an operational level agreement (OLA)?

A. A document containing targets mentioned in the SLA so that there is no breach of SLA due to failure.

B. An agreement that assists the provision of services between supplier and other aspects of the same organization.

C. An agreement defining the service responsibilities of customer and supplier.

D. A legal contract that binds IT service provider and the customer

The operational level agreement (OLA) states the responsibilities of each support service towards other support groups. This is a contract used by the supplier to define how the other internal groups should use the service level agreements. 

10. Operations management does not deal with

A. Swift application of skills to diagnose any IT operations failures that occur

B. Reduced costs due to operational improvement.

C. Management of the definitive media library (DML)

D. Maintenance of status quo to achieve stability of day to day processes and activities

A definitive media library (DML) consists of software libraries or file storage areas. These are often termed as repositories.

11. How is external customer described?

A. Works on the same organization as the service provider but serves different departments.

B. A person or group of persons who take charge of the services delivered.

C. The customer and service provider belong to different organizations.

D. The primary driver is cost of service for such customers.

An external customer does not belong to the same organization as the service provider.

12. Which is an objective of access management?

A. Respond promptly to requests for access grants.

B.  Identify the changes significantly impact the management of an IT service

C. Provides general information, complaints or comments

D. Minimize incidents that cannot be prevented.

Access management is also known as identity management deals with a discipline that gives right access to right individuals and right resources. Hence answer A is most appropriate.

13. Identification of potential damage or loss which results in disruption to important business process is described in

A Root Cause Analysis

B Business Impact Analysis

C Service Outage Analysis

D Component Failure Impact Analysis

The component failure impact analysis helps to identify the impact of configuration item failure on IT and other business operations due to disruption.

14. What is SOA within Availability Management?

A System Optimization Approach

B Systematic Operational Adjustment

C Serviceability of Applications

D Service Outage Analysis

In IITL SOA means service outage analysis. The objective of SOA is to reduce the duration and frequency of outages to improve mean time.

15. Where would the information relating to software release components be stored?

A. DSL

B. CMDB

C. AMDB

D. CDB

A database which defines the relationships between hardware and software and contains all the information about the hardware and software used in the IT services in an organization is called a configuration management database.

16. Which of the following is not an element of Availability Management?

A. Verification

B. Security

C. Reliability

D. Maintainability

Availability management aims to define, analyze, plan and measure and improve the available IT services. Verification is not an element of availability management.

17. How best can you describe serviceability?

A. The ability to quickly restore service or component to normal operations

B. The length of time the service or component can function efficiently without failing

C. The criticality of a business process to provide service

D. The third-party supplier’s ability to meet the terms of the contract

The term serviceability means the ability of a system or component or device to get repaired with ease. Hence the third party’s ability to meet the requirement of adhering to the terms of the service contract is serviceability.

18. CSI supports which three metrics?

A.  Service desk metrics, Technology metrics, and Key Performance Indicator (KPI) metrics

B.  Process metrics, software metrics and financial metrics

C.  Technology metrics, process metrics and service metrics

D.  Service metrics, technology metrics and Key Performance Indicator (KPI) metrics

Continual Service Improvement (CSI) aims to achieve improvement in service and operational efficiency. The services are aligned to the business goals. The technology metrics, process metrics and service metrics and the three metric support for CSI.

19. What are the two MAJOR activities in problem management?

A.    Technical and service

B.    Resource and proactive

C.    Reactive and technical 

D.    Proactive and reactive

Problem management has two major activities; proactive problem management which is in service management and reactive problem management which is executed as a part of service operation.

20. How is a service delivered between departments of the same organization classified?

A. Internal service

B. External service

C. Mission critical service

D. Organizational service

The various services rendered and delivered within various departments in the same organization is known as internal service.

21.  Which rule should be followed when defining a RACI authority matrix?

a) More than one person is accountable

b) At least one person is consulted

c) Only one person is accountable

d) Only one person is responsible and accountable

According to RACI authority matrix, only one person should be responsible and accountable.

22. Which is an objective of the design coordination process?

A.  To ensure service design packages are handed over to service transition

B.  Assessment of all changes which have an impact on service designs.

C.  Documentation of the initial structure and defining the relationship between services and customers

D.  The Transition of new service level requirements to the service level management process

The objective of design coordination process is to coordinate all the activities, resources and service design activities. The ITIL service design process makes sure that all the service design packages are handed over to new or changes IT service processes.

23. Which process analyses services that are no longer viable and when they should be retired?

A.    Change management

B.    Service portfolio management

C.    Service level management

D.    Business relationship management

The primary aim of service portfolio management is to manage the service portfolio. This process is helpful in analyzing the services that should retire and not viable anymore.

24. What is an objective of event management?

A.    To match the quality of IT services with user satisfaction

B.    To identify the changes impacts the management of IT service.

C.    Provision of a channel to receive expected standard services.

D.    To minimize the impact of incidents due to service failures that cannot be prevented

Event management in ITIL is a process which monitors normal operations and also detects defects. It also categorizes the events which cause anomaly.

25. A customer-based Service Level Agreement structure includes:

A. An SLA covering all Customer groups and all the services they use

B. Customer-focused SLA for each service written in business language

C. Includes all services and all the customer groups using that service.

D. All the services with each individual Customer group, covering all of the services they use

A customer-based service level agreement is between customers and service providers.

26. An ‘unabsorbed’ cost is best described as:

A. A capital cost

B. A type of charging policy

C. An uplift to allocated costs

D. A revenue stream

An unabsorbed cost is a managerial accounting method. The overhead cost is added to direct costs and divided by the output. The term absorption cost is apt as it reflects the unused manufacturing costs which is not applied to income earned even if the production drops. Therefore, the unabsorbed cost is best described as an uplift to allocated cost.

a) Define the location of the vendor

b) Ensures that the desired functionality achieves required business outcomes.

c) Evaluating the patterns of business activity by types of users

d) Agreeing to the service levels for the service supported by the application

The main aim of application management is to develop, maintain and support applications which help organizations to enhance business processes.

28. Which of the following BEST describes an operational level agreement (OLA)?

A. It contains targets that are mentioned in an SLA so that targets are not breached by a failure of the supporting activity.

B. An agreement between the supplier and others in the organization to aid the provision of services.

C. An agreement between supplier and customer describing the service targets and responsibilities between both the parties.

D. A legal contract describing the services delivered to an IT service provider. These services are delivered to the customers by the service provider.

An operational level agreement describes a relationship between service provider and other parts of the organization.

29. Which process is responsible for ensuring that appropriate testing takes place?

a) Knowledge management

b) Release and deployment management

c) Service asset and configuration management

d) Service level management

The release and deployment management’s objective is to plan, design, build, test and deploy new software and hardware components in the live environment.

30. Which service design process would ensure that utility and warranty requirements are properly addressed in all service designs?

a) Availability management

b) Capacity management

c) Design coordination

d) Release and deployment management

The design coordination process in service design process ensures that the utility and warranty are addresses in all the service designs.

31. Which term describes the experiences, ideas, insights and values of individuals?

a) Data

b) Information

c) Knowledge

d) Governance

The term knowledge best describes the experiences, ideas, insights and values of an individual in knowledge management.

32. Which of these is a direct benefit of having a Service Desk?

A. Customer Service Level Requirements are established

B. Changes taking place are properly coordinated

C. All the information in the CMDB is kept up to date.

D. Technical support staff are less likely to be interrupted to deal with user’s calls

A service desk will help the technical staff to get less interrupted to deal with the user calls. The service desk will handle user calls.

33. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth? 

A. Do

B. Perform

C. Implement

D. Measure

A Deming cycle is also known as PDCA cycle has four stages. Plan, Do, Check and Act.

A. Capacity management only

B. 3rd line support

C. Information security management

D. Change management

Access management deals with providing access to right and authorized users. Information security management also deals with managing and having policies for sensitive data in the organization. Hence information security management is closely related to Access Management.

35. Change management may have problems like

A. Lack of visibility and communication of changes in the organization

B. Lack of ability to absorb new change

C. Lack of proper alignment of IT services to business goals.

D. Less ownership of impacted services

Change management is a process designed to and reduces risks when changes in IT are made. The most common problem during change management is lack of ownership of the impacted services during the change.

ITIL Foundation Level Certification Exam Details

Exam Details: https://www.axelos.com/certifications/itil-certifications/itil-foundation-level

Exam Name: ITIL Foundation Certificate in IT service management

Duration: 60 minutes

No. of questions: 40

Passing score:     65%

Validated against: AXELOS

Format: multiple choice, closed book

Exam price: 150 USD