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Monday, January 23, 2012

Sample ITIL Mock Exam 2 – Time 30 minutes

Question 1

What is the main purpose of the ‘seven Rs’ of Change Management within ITIL guidance?
A. They represent the seven steps of the ITIL Change Management process
B. They represent seven questions that must be considered when assessing a Change
C. They represent the roles and responsibilities of staff involved in Change Management
D. They are the seven tenets upon which Change Management depends

Question 2

Why is remediation planning important in maintaining service availability?
A. To enable the customers to receive the correct level of utility thereby meeting availability targets
B. To enable financial management to make appropriate funding available to meet agreed availability targets
C. To enable Release and Deployment Management to implement approved changes according to the Release Policy
D. To enable services to be recovered with minimum negative impact on the business if a Change implementation fails

Question 3

What is a Release Unit?
A. A part of the IT infrastructure that is unique in its composition
B. The portion of a service or IT infrastructure that is normally released together
C. A collection of authorised changes to the IT infrastructure
D. The document that identifies the schedule for different types of releases

Question 4

Event Management rely on which two types of monitoring tool?
A. Active and Passive
B. Upstream and Downstream
C. Owned and Leased
D. Manual and Automated

Question 5

Which of the following is the best definition of a Problem?
A. An Incident that happens more than once
B. The unknown cause of one or more Incidents
C. An Incident that cannot be resolved
D. An Incident that has significant impact on the business

Question 6

Which of the following processes will make most use of the Known Error Database (KEDB)?
A. Request Fulfilment and Incident Management
B. Incident Management and Problem Management
C. Access Management and Problem Management
D. Request Fulfilment and Access Management

Question 7

Which process has an objective “to provide a channel for users to request and receive standard services for which a predefined approval and qualification process exists”†
A. Change Management
B. Request Fulfilment
C. Access Management
D. There are no ITIL processes with this objective

Question 8

Which of the following describes a significant difference between a Service Request and an Incident?
A. An Incident always comes from a user, whereas a Service Request can originate from anyone in an organisation
B. A Service Request will sometimes be recorded by the Service Desk, whereas an Incident will always be recorded by the Service Desk
C. An Incident is unplanned, whereas a Service Request should usually be planned
D. A Service Request will never be escalated, whereas an Incident will always be escalated

Question 9

Access Management executes policies and actions defined in which other Service Management processes?
A. Service Strategy and Service Design
B. Service Level Management and Request Fulfilment
C. Demand Management and Capacity Management
D. Availability Management and Information Security Management

Question 10

Which of the following is the main goal of the Incident Management process?
A. Restoring normal service as quickly as possible
B. Collecting all information relating to an Incident
C. Communicating with all interested parties
D. Ensuring that all Incidents are logged

Question 11

Problem Management has two major areas of focus, what are they?
A. Reactive and intuitive
B. Reactive and proactive
C. Analysis and resolution
D. Identify and repair

Question 12

Which of the following is NOT a recognised type of event described in ITIL?
A. Informational
B. Warning
C. Unusual
D. Exception

Question 13

Which of the following would NOT normally be a trigger for the Access Management process?
A. A Problem
B. A Service Request
D. A request from Human Resources (HR) Management

Question 14

Users report Incidents. Which of the following can also report Incidents?
1. Application Management staff
2. Technical Management staff
3. Service Desk staff
4. IT Operations staff
5. Network support staff

A. 1 only
B. 2, 4 and 5 only
C. 1, 2, 4 and 5 only
D. All of the above

Question 15

Which of the following most accurately describes the main role of the Service Desk function?
A. To resolve all Incidents within SLA targets
B. To provide Incident data to Problem Management
C. To act as the ‘single point of contact’ for users and customers
D. To ensure all Service Requests are handled using Request Models

Question 16

Which of the following statements is/are correct?
1. A Local Service Desk is close to the user community it serves
2. Use of Specialised Service Desk groups can allow faster resolution of specific types of Incidents
3. The use of a Virtual Service Desk is not recommended for large organisations

A. 1 only
B. 2 only
C. 1 and 2 only
D. 3 only

Question 17

To which function does the following apply: ‘… the custodian of technical knowledge and expertise related to managing the IT Infrastructure’?
A. Application Management
B. IT Operations Management
C. Operations Control
D. Technical Management

Question 18

What are the two formal organisational structures within IT Operations Management?
A. IT Service Management and IT Operations Control
B. Computer Centre Management and IT Operations Support
C. Facilities Management and IT Operations Control
D. IT Operations Management and Facilities Management

Question 19

Which of the following would NOT normally be recorded by the Service Desk?
A. Incidents
B. Service Requests
C. Standard Changes
D. Problems

Question 20

Which of the following best describes ‘ITIL’ Service Management?
A. A set of books
B. Five books together with some complementary ‘guidance’
C. A Service Management publication
D. Service Management guidance based on ‘best practice’


Question 1: B
Question 2: D
Question 3: B
Question 4: A
Question 5: B
Question 6: B
Question 7: B
Question 8: C
Question 9: D
Question 10: A
Question 11: B
Question 12: C
Question 13: A
Question 14: D
Question 15: C
Question 16: C
Question 17: D
Question 18: C
Question 19: D
Question 20: D

More Questions:

ITIL Sample Questions Home Page

Questions on ITIL Service Management
Questions on ITIL Service Life Cycle
Questions on ITIL Service Strategy
Questions on ITIL Service Design
Questions on ITIL Service Transition
Questions on ITIL Service Operation
Questions on ITIL Continual Service Improvement
Questions on ITIL Processes
Questions on ITIL Technology and Architecture

Below are 3 Sample ITIL Mock Exams each with 20 questions. Try them with a 30 minute time limit. 

1. ITIL Sample Mock Exam 1
2. ITIL Sample Mock Exam 2
3. ITIL Sample Mock Exam 3

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