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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 generates demand for services?

A.

Infrastructure trends

B.

Patterns of business activity (PBA)

C.

Cost of providing support

D.

Service level agreements (SLA)

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A.

Yes: for information purposes, a known error record can be created at any time it is prudent to do so

B.

No: the Known Error should be created before the problem is logged

C.

No: a known error record is created when the original incident is raised

D.

No: a known error record should be created with the next release of the service

A Service design package (SDP) would normally be produced for which of the following?

1. A new IT service

2. A major change to an IT service

3. An emergency change to an IT service

4. An IT service retirement

A.

2, 3 and 4 only

B.

1, 2 and 4 only

C.

None of the above

D.

All of the above

Which of the following are types of service defined in ITIL?

1. Enabling

2. Core

3. Enhancing

4. Computer

A.

1, 3 and 4 only

B.

2, 3 and 4 only

C.

1, 2 and 4 only

D.

1, 2 and 3 only

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A.

Employers

B.

Stakeholders

C.

Regulators

D.

Accreditors

What are customers of IT services who work in the same organization as the service provider known as?

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

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.

Technical implementation of supporting IT infrastructure components

D.

The implementation and management of quality IT services that meet business needs

Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder

2. It defines activities that are executed by a single function

A.

Both of the above

B.

1 only

C.

Neither of the above

D.

2 only

Which one of the following is NOT a characteristic of a process?

A.

It is measurable

B.

It delivers specific results

C.

It responds to specific events

D.

It structures an organization

Which one of the following is the BEST definition of the term ‘service management’?

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Which one of the following is the BEST definition of the term 'service management'?

A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

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

A.

The ability to keep services highly available to meet the business needs

B.

A set of specialized organizational capabilities for providing value to customers in the form of services

C.

A complete set of all the documentation required to deliver world class services to customers

D.

An internationally recognized methodology to provide valuable services to customers

Which of the following options is a hierarchy that is used in knowledge management?

A.

Wisdom - Information - Data - Knowledge

B.

Data - Information - Knowledge - Wisdom

C.

Knowledge - Wisdom - Information - Data

D.

Information - Data - Knowledge - Wisdom

Which of the following areas would technology help to support during the service lifecycle?

1. Data mining and workflow

2. Measurement and reporting

3. Release and deployment

4. Process design

A.

2 and 3 only

B.

2 and 4 only

C.

1 and 3 only

D.

All of the above

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

A.

1, 2 and 3 only

B.

1, 3 and 4 only

C.

2, 3 and 4 only

D.

All of the above

Which of the following CANNOT be provided by a tool?

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

Which process is responsible for low risk, frequently occurring, low cost changes?

A.

Demand management

B.

Incident management

C.

Release and deployment management

D.

Request fulfilment

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

A.

Negotiating and agreeing service level agreement

B.

Negotiating and agreeing operational level agreements

C.

Ensuring that the service catalogue is made available to those approved to access it

D.

Only ensuring that adequate technical resources are available

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Total 324 questions
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