Sample Exam Questions

Practicing for the ITIL Foundation Examination

Tips during the exam

Relax, breathe, its just a test Read quickly through all questions before starting to answer Read each question thoroughly before answering (maybe twice) You need 26 out of 40 Some questions aren't worth getting right Make sure you understand what they are asking:
Sometimes the question asks: Which don't ..... instead of which do

Skip questions that you don't have the answer to right away Keep the answers synchronized with the questions (on the answer form) Multiple Choice: Eliminate the answers you know are wrong. Take some deep breaths if you notice you are becoming tense If you narrow it down to 2, re-read the question and pick the best answer If you can only narrow it down to 3, skip the question minute, skip it and come back to it

Do not assume that you know what they are asking: READ the whole question If a question has you stumped for 1 Do not assume that you know the answer: read all ANSWERS

ITIL Exam Questions

1. A user calls the Service Desk with a complaint that, when using a particular application, an error occurs that breaks his connection to the network. Which discipline has overall responsibility for ensuring that the underlying cause is traced? A. Incident Management B. Network Management C. Problem Management D. System Development

ITIL Exam Questions

2. The computer equipment and applications software should be recorded in the CMDB. Which other components should be recorded in the CMDB? 1. Data communications equipment 2. Documentation 3. Personnel A. 1 and 2 B. 1 and 3 C. 2 and 3 D. 1, 2 and 3

ITIL Exam Questions

3. A network user calls the Service Desk to report that he experienced problems saving files on a number of occasions. He always gets the message that there is not enough disk memory available. He suggests that he has reported this problem to the Service Desk a number of times before and his previous calls have all been recorded in the incident tracking tool. The Service Desk handles this call by giving the user more disk memory on a server temporarily. How should the Service Desk record this call?

A. As a Problem B. As a Know Error C. As an Incident D. As a Request for Change

ITIL Exam Questions

4. A new disk unit has to be installed to solve a problem with performing back-ups over the network. The procedures for doing the back-ups have to be changed as well. Which process has to give formal approval for carrying out these changes?

A. Configuration Management B. Network Management C. Problem Management D. Change Management

ITIL Exam Questions

5. The proper operation of an organization financial application depends on the same version of the software being installed on every computer. Which process is responsible for this?

A. Configuration Management B. Network Management C. Release Management D. Change Management

ITIL Exam Questions

6. According to ITIL, what is the best description of an incident?

A. An event that differs from an IT services expected standard operation B. A failure caused by an unknown reason

C. Each question, comment or complaint that has been reported to the Service Desk by a user
D. An alarm generated by an automated monitoring tool

ITIL Exam Questions

7. Which of the examples below is NOT an example of a Configuration Item?

A. A description of a procedure B. A user manual C. A description of an organization chart D. A unique identification code

ITIL Exam Questions

8. What is the consequence of the Configuration Managements scope being too broad? A. Certain parts of the infrastructure cannot be checked and managed properly B. Certain problems cannot be analyzed because of a lack of information C. There are insufficient guarantees that the information in the CMDB accurately reflects the status of the actual infrastructure

D. All of the above

ITIL Exam Questions

9. A user is provided with a new PC that is connected to the network. His old PC is installed as a print server for the local area network. Which process is responsible for recording this relocation?

A. Configuration Management B. Network Management

C. Problem Management
D. Change Management

ITIL Exam Questions

10. A number of new PCs are due to be installed soon. A question now arises in the IT organization as to what is not the responsibility of Configuration Management. The answer is? A. Checking the completeness and correctness of the recorded data concerning the PCs B. Checking the operation of the PCs C. Labeling and recording the data concerning the PCs D. Recording and monitoring the status of recorded data of the PCs

ITIL Exam Questions

11. For which of the following activities, among others, is Incident Management responsible?

A. Authorizing changes to the infrastructure B. Tracing the underlying causes of incidents C. Identifying the problems behind the incidents

D. Restoring the service to the customer as quickly as possible

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12. Which of the following guidelines most impact the determination of the level of detail of the CI in the CMDB? A. The trade-off between the amount of work required to maintain the CMDB and the accuracy of the information B. The criteria that the Incident and Problem Management processes set for the information

C. The information that the IT organization needs in order to achieve its objectives
D. The number of systems and their relationships within the infrastructure

ITIL Exam Questions

13. A power failure causes the local network and all the PCs in an insurance company to fail. This results in the unavailability of the companys claim acceptance and recording system that supports a critical business process. The power is restored in one hour and the system is brought back into service. What was the impact of this failure on the business?

A. A limited impact because the customers were asked to call back an hour after reporting the incident and they expressed an understanding of the situation B. A significant impact because it was not possible to process claims for one hour C. No impact because it was possible to record everything on paper and enter the information in the system later D. A small impact because it only took one technician to restore the service

ITIL Exam Questions

14. What is the most important benefit an organization can gain from establishing a Definitive Software Library?

A. Only certified and tested versions of software will be used within the organization

B. The owner of the Definitive Software Library will have the option of deciding which software will be offered to customers
C. The users will be able to choose from a wide range of controlled and certified software D. The Security department will be able to trace pirated copies of software

ITIL Exam Questions

15. Consider the statements below. 1. By definition, an urgent incident has the highest priority 2. An incident has a low impact if it only causes a minor degradation from the normal level of service for a small number of users Are these statements correct? A. Only the first B. Only the second C. Both D. Neither

ITIL Exam Questions

16. What is the best description of the purpose of the Service Desk? A. To provide users with the services detailed in SLAs B. To prevent recurring problems and to maximize the availability of the services provided to users

C. To maximize the availability of IT service when users really need them

D. To ensure there is a central point of contact where all users can report incidents, ask questions, make comments and report complaints about services

ITIL Exam Questions

17. What is the best reason for recording a problem as soon as it has been identified? A. It helps in setting priorities when dealing with problems B. It enables incidents to be dealt with faster, while diagnostic information may still be available. C. It allow the quick assignment of the problem to a group of expert for diagnosis D. It provides information about weak components in the infrastructure

ITIL Exam Questions

18. Using the partial list below, which consecutive steps have to be taken to get controlled changes in the IT infrastructure carried out?

A. Logging categorization impact assessment scheduling authorization building & testing implementation review
B. Acceptance categorization impact assessment logging testing - building implementation closure C. Identification registration allocation investigation building testing implementation reporting D. Recording diagnosis & solution detection classification authorization testing implementation closure

ITIL Exam Questions

19. Consider the following statements: 1. To be able to define impact of a change, it is necessary to have information about the structure of the IT services and how they provide support for the business processes. 2. The criteria for determining the impact of a change are established in consultation with the customers. 3. The relationships between the various components in the infrastructure play an important role in determining the impact of a change.

Are these statements correct? A. Only the first and second B. Only the first and third C. Only the second and third D. All three

ITIL Exam Questions

20. When a failure is reported, it is important that the IT service be restored with minimum impact to the customer. Achieving this is mainly the task of:

A. Configuration Management
B. Incident Management C. Problem Management D. Customer Relationship Management

ITIL Exam Questions

21. Which one of the following is not a component of a process?

A. Service
B. Activity C. Rule D. Output

ITIL Exam Questions

22. Which of the following best describes the Definitive Software Library? A. A safe, secure work area in which changes to software can be made B. A library containing back-up copies of all software used on the infrastructure C. A secure library of software where all accepted software CIs are held in their, quality controlled form D. A secure software library in which all current software versions are stored

ITIL Exam Questions

23. The benefits to an organization that introduces an effective Release Management process include: 1. Software is released to the live environment in a way that minimizes the likeliness of incidents and problems. 2. Only one version of software is ever in use at one time throughout the organization. 3. The risk of pirate software being introduced is reduced.

A. 1 and 2 correct B. Only 1 is correct C. 1 and 3 correct D. All are correct

ITIL Exam Questions

24. At company X, the cause of repetitive software failures is found after intensive diagnosis. The supplier is working on a patch (a piece of software that will eliminate the error). Before the patch is installed, a user observes the same failure again and reports it to the Service Desk. Problem Management has already provided the work around to the Service Desk. Must the Service Desk record this report as an Incident? A. Yes, all reports must be recorded as Incidents B. Yes, the user may have diagnosed the situation erroneously

C. No, as its a Known Error

D. No, the Problem is known and doesnt have to be investigated

ITIL Exam Questions

25. What are the three most important benefits for implementing ITIL within an IT organization?

1. Improving service quality 2. Improving customer focus 3. Improving service cost-effectiveness 4. Improving staff skills A. 1, 2 & 3 B. 1, 2 & 4 C. 2, 3 & 4 D. All of the above.

ITIL Exam Questions

26. End users frequently ask whether their passwords can be changed What process should record this question in the first instance? A. Configuration Management B. Incident Management C. Problem Management D. Change Management

ITIL Exam Questions

27. A program must be altered to correct a fault. Which function formally approves this alteration?

A. Software Maintenance B. Problem Management C. Release Management D. Change Management

ITIL Exam Questions

28. Which of the following statement best describes the relationship between a PC and its monitor?

A. Has the same owner B. Has the same status C. Is placed on D. Is connected to

ITIL Exam Questions

29. Which of the following is NOT a benefit of an effective Incident Management process?

A. It improves customer and user satisfaction B. It reduces the impact of incidents on the business C. It reduces the number of incidents D. It eliminates the loss of incidents

ITIL Exam Questions

30. A customer calls to the Service Desk to report that the expected output has not appeared on the monitor. When is the incident prioritized for the first time? A. At the moment the Service Desk logs the incident B. At the moment the solution is known and can be implemented C. During the diagnosis D. At the moment the user is contacted for the second time

ITIL Exam Questions

31. Every Configuration Item in a Configuration Management Data Base (CMDB) must have a unique reference so that

A. Audits can be executed using electronic equipment B. The same identifier can be used for several independent Configuration Items in the CMDB C. No mistakes can occur in the identification of the Configuration Items when the CMDB is used D. New Configuration Items can be registered quickly in the CMDB

ITIL Exam Questions

32. What is the primary goal in dealing with an incident? A. To trace the cause of the incident as soon as possible B. To redirect this incident to the appropriate specialists as soon as possible C. To restore the service as soon as possible D. To register the incident as soon as possible

ITIL Exam Questions

33. Which of the following is the least important skill required of a Service Desk employee that deals directly with users?

A. The ability to debug software on line B. Active listening C. The ability to view things from the user perspective D. The ability to work as a member of a team

ITIL Exam Questions

34. A hardware failure occurs in a network component. The Service Desk delegates the job of solving this incident to the supplier of the component. The contract specifies that the supplier will solve this incident in four hours. Must the Service Desk check the progress of this incident? A. Yes, because external parties have only to meet the obligation of their contracts B. Yes, because progress control of incidents is a task of Service Desk C. No, because the contract lays down the latest time the incident must be solved D. No, because an external party is involved and the Service Desk cannot influence the performance of the supplier

ITIL Exam Questions

35. All the staff of a Service Desk should be co-located.

A. False. B. True.

ITIL Exam Questions

36. During the implementation of a new word processing system on a number of local area networks, it transpires that a unique driver must be installed on each local area network router for the system to work correctly Which process is responsible to ensure that the driver is installed on each local area network router?

A. Configuration Management B. Network Management

C. Release Management
D. Change Management

ITIL Exam Questions

37. Why must a priority be allocated to every Service Desk call?
A. To support the communication between the Service Desk and the users B. To make it possible to record all requests in a computer system

C. To support procedures for the processing of incidents and identification of problems

D. To determine how many people are needed at the Service Desk

ITIL Exam Questions

38. Which of the following is not the responsibility of the Release Management process? A. Installing new versions of software at remote locations B. Storing authorized software in a secure location C. Controlling changes to software D. Auditing software on PCs within an organization

ITIL Exam Questions

39. One of the activities of Problem Management is:

A. Updating the CMDB every time another incident relating to a know error is received B. Providing solutions for problems that occur in vital infrastructure components C. Initiating requests for changes to solve known errors D. Testing all changes to ensure that they are free from problems before they go live

ITIL Exam Questions

40. The Problem Management process needs to deal with several other processes and subject-matter experts to carry out its responsibilities. With which of the following is it likely to interrelate the least? A. Service Desk B. Software Maintainers

C. Financial Management
D. Configuration Management

ITIL Exam Questions

41. The allocation of an impact and urgency to all incidents means that?
A. Those fixing the IT services know which known errors to fix first

B. Users know exactly when their problems will be dealt with

C. More management information is available D. Resources can be assigned to best meet business needs

ITIL Exam Questions

42. The Change Management function is always responsible for:

A. Ensuring that changes are only permitted after all those who might be affected have had the opportunity to express their views
B. Ensuring that only changes which have been approved by the Change Advisory Board are allowable C. Maintaining the status of all RFCs D. Making all changes to the IT Infrastructure

ITIL Exam Questions

43. When a user reports to the Service Desk that an application response time is not within the service levels laid down in Service Level Agreements, the Service Desk will: A. Log the incident and pass it to the Service Level Manager for restoration, as it may be a breach of the agreement B. Log the incident and refer it to the Problem Manager since any breach of the SLA is a problem rather than an incident

C. Log the incident and seek diagnostic information to be able to restore the service
D. Ask the caller to repeat the transaction that exhibited the slow response time, and if the response time has improved, do not log it as in incident

ITIL Exam Questions

44. Which of the following is not a valid method of ensuring that the contents of the DSL is adequately protected and controlled? A. Virus checks prior to installation B. Operational checks by the Service Desk C. Regular archiving of the DSL

D. Software license checks

ITIL Exam Questions

45. Consider these statements:

1. A primary difference between an inventory and a CMDB is that a CMDB will include relationships between CIs
2. A CMDB will contain physical copies of CIs Which of these statements are correct? A. 1 only B. 2 only C. Both D. Neither

ITIL Exam Questions

46. Which one of the following statements most fully describes the activities of Problem Management? A. Problem Management consists of incident control, error control and the initiation of Request for Change. B. Problem Management consists of the elimination of known errors through Change Management and producing management information on Problems. C. Problem Management consists of problem and error control, producing management information and doing preventive problem prevention. D. Problem Management consists of providing second line support to the Service Desk and acting as coordinator for other specialist support staff.

ITIL Exam Questions

47. What influences the initial priority of an Incident?

A. The priority of the user.

B. The impact on the business

C. The impact, urgency and the expected effort to resolve the incident

D. The severity and impact on the business

ITIL Exam Questions

48. While making an urgent change to the IT Infrastructure, which of the following statements most accurately reflects the guidance contained in ITIL? A. Testing of changes will always take place if time permits B. Testing of changes will not normally take place C. Completely untested urgent changes should never be implemented D. The need for testing will be assessed by the change builders

ITIL Exam Questions

49. Which of the following can be regarded as a direct benefit of introducing Change Management?

A. Improve security against malicious changes to software B. Better IT service provision through controlled changes C. A better understanding of what changes will cost D. Fewer changes to the IT infrastructure

ITIL Exam Questions

50. The CAB/EC has the responsibility for:

A. Acting as a preliminary filter for all requests

B. Considering urgent changes C. Performing a quality assurance function on Change Management D. Implementing the changes approved by the full CAB

ITIL Exam Questions

51. Network managers are overworked. They barely have the time to manage the network. One of the reasons for this is that users approach them directly to answer all kind of questions. Which ITIL process or sub-process needs to be set up to improve this situation? A. Change Management B. Configuration Management C. Error control D. Service Desk E. Incident Control F. Problem Management

ITIL Exam Questions

52. Data in the Configuration Management Database (CMDB) may be updated only if an authorization has been issued. Which process implicitly issues this authorization? A. Change Management

B. Configuration Management
C. Service Desk D. Service Level Management

ITIL Exam Questions

53. A change has taken place in the IT infrastructure. How is Change Management related to the Configuration Management Database (CMDB)? A. Checks whether the change has been made in the CMDB. B. Carries out investigations into the degree of consistency in the CMDB. C. Provides Configuration Management with the data required to implement the change in the CMDB.

D. Implements the change in the CMDB and informs Configuration Management about it.

ITIL Exam Questions

54. One of the following functions is not an aspect of IT Service Management. Which one? A. Ensuring that the IT infrastructure is not overbuilt

B. Developing new IT systems b

C. Keeping IT services in line with changing business requirements

D. Keeping the costs of delivering IT within budget limits

ITIL Exam Questions

55. Which of the following duties would not appear in a job description for a Service Level Manager?

A. Creates and maintains a catalogue of all existing services offered.

B. Negotiates and agrees the initial contents and service levels for each SLA. C. Calculates the charges for each service, to be included in SLAs D. Analyzes and reviews all archived service levels and conducts comparisons with SLAs E. Produces regular reports of service achievements to users and senior managers.

ITIL Exam Questions

56. Which of the following statements is NOT true? A. IT accounting helps to justify expenditure on new and improved services. B. Charging users for the IT services they use will reduce the unit costs of supplying those services. C. Charging can influence user behavior. D. Having to rely on planning information from other sources can be a problem when introducing Financial Management.

ITIL Exam Questions

57. An organizations IT Service Continuity Plan should be tested:

A. Regularly and at least annually B. Initially and following any significant changes C. As soon as it is completed and annually thereafter D. Whenever a disaster has occurred

ITIL Exam Questions

58. Consider the following statements. 1. In order to draw up a standard cost-price calculation, it is necessary to have information about the anticipated use that will be made of the IT services. 2. One of the conditions for charging is that the chargeable units must be recognizable and verifiable for the customer. Are these statements correct? A. Only the first B. Only the second C. Both D. Neither

ITIL Exam Questions

59. How can Service Level Management use data from the incident recording at the Service Desk?

A. To draw up the Service Level Agreement (SLA)

B. To draw up reports about the number and nature of incidents in a certain period.

C. To determine the availability of an IT service, on the basis of the number of incidents resolved.
D. Together with other data to work out whether the service level agreed upon has been achieved.

ITIL Exam Questions

60. How does Problem Management support the activities of the Service Desk? Problem Management

A. Investigates all incidents, which the Service Desk resolves.

B. Relieves the Service Desk by immediately communication a solution to a problem to the users.

C. Makes information available about a known error to the Service Desk.

ITIL Exam Questions

61. Consider the following statements. 1. A SLA is a contract drawn up by an IT department, which states what the customer may or may not do with his computer. 2. A Service Catalogue describe concisely and specifically the IT services that that the department can offer the customer. Are these statements correct? A. Only the first B. Only the second C. Both D. Neither

ITIL Exam Questions

62. What is the correct description of impact?
A. The degree to which the provision of services is disrupted and the speed with which this must be remedied. B. The degree to which the user indicates how quickly the incident must be resolved. C. The effect that the incident has on the other components of the IT infrastructure, including the consequences for the service levels that has been agreed upon. D. The effect that an incident has on the activities of the users and the speed with which the incidents must be resolved.

ITIL Exam Questions

63. Which of the following statements best describes the relationship between Availability Management and Problem Management? Availability Management A. Assesses the solution to the problem and either accepts it or rejects it. B. Contributes to the prevention of problems. C. Focuses on making known errors available to the IT organization. D. Provides reports on the performance of Problem Management

ITIL Exam Questions

64. Consider the following statements. 1. A change in the IT infrastructure is always the result of a change of a Service Level. 2. A Service Level Agreement (SLA) exhibits many similarities to procedures of drawing up a Request for Change (RFC). Are these statements correct? A. Only the first B. Only the second C. Both D. Neither

ITIL Exam Questions

65. The performance of a large computer network is monitored 24 hours a day. This produces data for which processes?
A. Availability Management, Capacity Management and Change Management.

B. Availability Management, Capacity Management and Problem Management.

C. Change Management, Financial Management and Service Level Management.

D. Financial Management, Service Desk and Problem Management.