ITILF Exam Training Practice Tests (BCS ITIL® Foundation)]

Question 1

What is the primary focus of business capacity management?

A. Review of all capacity supplier agreements and underpinning contracts with supplier management B. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services C. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion D. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

Correct Answer: B

Question 2

Which lifecycle stage defines how value is created and delivered?

A. Service operation B. Service strategy C. Service design D. Continual service improvement

Correct Answer: B

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Question 3

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

Correct Answer: D

Question 4

Which of the following is the best definition of IT service management?

A. An internal service provider that is embedded within a business unit B. A complete set of all the documentation required to deliver world class services to customers C. The implementation and management of quality IT services that meet business needs D. Technical implementation of supporting IT infrastructure components

Correct Answer: C

Question 5

Which is one of the five aspects of service design?

A. Management information systems and tools B. Management policy for business case creation C. Corporate governance and policy D. Risk analysis and management approach

Correct Answer: A

Question 6

Which one of the following is an objective of service catalogue management?

A. Only ensuring that adequate technical resources are available B. Negotiating and agreeing service level agreement C. Ensuring that the service catalogue is made available to those approved to access it D. Negotiating and agreeing operational level agreements

Correct Answer: C

Question 7

Which one of the following does service metrics measure?

A. Infrastructure availability B. Maturity and cost C. The end-to-end service D. Functions

Correct Answer: C

Question 8

What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

A. What is the return on investment (ROI)? B. How much did it cost? C. What is the value on investment (VOI)? D. How do we keep the momentum going?

Correct Answer: D

Question 9

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A. The process manager B. The process owner C. The process practitioner D. The service owner

Correct Answer: B

Question 10

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A. Service transition B. Service operation C. Service design D. Continual service improvement

Correct Answer: C

Question 11

Which one of the following would NOT be defined as part of every process?

A. Roles B. Metrics C. Inputs and outputs D. Functions

Correct Answer: D

Question 12

Which statements about best practice is MOST correct?

A. ITIL is a source of best practice and is validated across a wide set of environments and situations B. Customers are a source of best practice and will advise service providers how it should be implemented C. Internal experience is the only source of best practice because it is developed within the service provider D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider

Correct Answer: A

BCS ITIL® Foundation - ITILF Exam Practice Test