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ITIL-Foundation ITIL Foundation Certification - IT Service Management Free Practice Exam Questions (2025 Updated)

Prepare effectively for your ITIL ITIL-Foundation ITIL Foundation Certification - IT Service Management certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 324 questions

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A.

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

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.

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; 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?

The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?

A.

People, process, partners, performance

B.

Performance, process, products, plans

C.

People, process, products, partners

D.

People, products, plans, partners

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Governance

C.

Total cost of ownership (TCO)

D.

Key performance indicators (KPIs)

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A.

Service design: Design the processes

B.

Service strategy: Develop the offerings

C.

Service transition: Plan and prepare for deployment

D.

Service operation: IT operations management

Which of the following is the BEST description of a centralized service desk?

A.

The desk is co-located within or physically close to the user community it serves

B.

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

C.

The desk provides 24 hour global support

D.

There is a single desk in one location serving the whole organization

Which one of the following activities does application management perform?

A.

Defining where the vendor of an application should be located

B.

Ensuring that the required functionality is available to achieve the required business outcome

C.

Deciding who the vendor of storage devices will be

D.

Agreeing the service levels for the service supported by the application

Which of the following service desk organizational structures are described in service operation?

1. Local service desk

2. Virtual service desk

3. IT help desk

4. Follow the sun

A.

1, 2 and 4 only

B.

2, 3 and 4 only

C.

1, 3 and 4 only

D.

1, 2 and 3 only

Which function or process would provide staff to monitor events in an operations bridge?

A.

Technical management

B.

IT operations management

C.

Request fulfilment

D.

Applications management

Which one of the following functions would be responsible for the management of a data centre?

A.

Technical management

B.

Service desk

C.

Application management

D.

Facilities management

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

A.

All of the above

B.

1, 2 and 3 only

C.

2 and 4 only

D.

3 and 4 only

Which of the following BEST describes technical management?

A.

A function responsible for facilities management and building control systems

B.

A function that provides hardware repair services for technology involved in the delivery of service to customers

C.

Senior managers responsible for all staff within the technical support function

D.

A function that includes providing technical expertise and overall management of the IT infrastructure

Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Which of the following processes are performed by the service desk?

1. Capacity management

2. Request fulfilment

3. Demand management

4. Incident management

A.

All of the above

B.

3 and 4 only

C.

2 and 4 only

D.

2 only

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A.

Service level management

B.

IT operations management

C.

Capacity management

D.

Incident management

Which one of the following are the two primary elements that create value for customers?

A.

Value on investment (VOI) and return on investment (ROI)

B.

Customer and user satisfaction

C.

Service requirements and warranty

D.

Resources and capabilities

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A.

Internal

B.

External

C.

Service desk

D.

Shared services unit

Which one of the following is concerned with policy and direction?

A.

Capacity management

B.

Governance

C.

Service design

D.

Service level management

Which one of the following includes four stages called Plan, Do, Check and Act?

A.

The Deming Cycle

B.

The continual service improvement approach

C.

The seven-step improvement process

D.

The service lifecycle

What are underpinning contracts used to document?

A.

The provision of IT services or business services by a service provider

B.

The provision of goods and services by third party suppliers

C.

Service levels that have been agreed between the internal service provider and their customer

D.

Metrics and critical success factors (CSFs) for internal support teams

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A.

A capacity database

B.

A definitive media library

C.

A request for change

D.

A known error database

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Total 324 questions
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