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ITIL® ITILFND Exam Practice Questions (P. 1)

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Question #1
Which role is responsible for carrying out the activities of a process?
  1. A
    Process owner
  2. B
    Change manager
  3. C
    Service manager
  4. D
    Process practitioner

Correct Answer:
D

Question #2
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
  1. A
    Service level management
  2. B
    IT operations management
  3. C
    Capacity management
  4. D
    Incident management

Correct Answer:
B

Question #3
Which of the following options is a hierarchy that is used in knowledge management?
  1. A
    Wisdom - Information - Data - Knowledge
  2. B
    Data - Information - Knowledge - Wisdom
  3. C
    Knowledge - Wisdom - Information - Data
  4. D
    Information - Data - Knowledge - Wisdom

Correct Answer:
B

Question #4
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
  1. A
    Service design: Design the processes
  2. B
    Service strategy: Develop the offerings
  3. C
    Service transition: Plan and prepare for deployment
  4. D
    Service operation: IT operations management

Correct Answer:
A

Question #5
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
  1. A
    Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
  2. B
    Public frameworks are always cheaper to adopt
  3. C
    Public frameworks are prescriptive and tell you exactly what to do
  4. D
    Proprietary knowledge has been tested in a wide range of environments

Correct Answer:
A

Question #6
Which of the following is an objective of business relationship management?
  1. A
    To identify patterns of business activity
  2. B
    To ensure high levels of customer satisfaction
  3. C
    To secure funding to manage the provision of services
  4. D
    To ensure strategic plans for IT services exist

Correct Answer:
B

Question #7
The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?
  1. A
    People, process, partners, performance
  2. B
    Performance, process, products, plans
  3. C
    People, process, products, partners
  4. D
    People, products, plans, partners

Correct Answer:
C

Question #8
Which of the following BEST describes service strategies value to the business?
  1. A
    Allows higher volumes of successful change
  2. B
    Reduction in unplanned costs through optimized handling of service outages
  3. C
    Reduction in the duration and frequency of service outages
  4. D
    Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Correct Answer:
D

Question #9
Which two processes will contribute MOST to enabling effective problem detection?
  1. A
    Incident and financial management
  2. B
    Change and release and deployment management
  3. C
    Incident and event management
  4. D
    Knowledge and service level management

Correct Answer:
C

Question #10
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?
  1. A
    Change proposal
  2. B
    Change policy
  3. C
    Service request
  4. D
    Risk register

Correct Answer:
A

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