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New ITIL Foundation ITIL-Foundation Exam Practice Questions

Total 324 Questions

Last Updated On: 28-Mar-2025

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Question # 1

What BEST defines roles and responsibilities in relation to process and activities?
A. Human resource model
B. Configuration baseline
C. Service model
D. RACI matrix

RACI matrix

Question # 2

Which of the following is NOT an objective of request fulfillment?
A. To provideinformation to users about what services are available and how to request them
B. To update the service catalogue with services that may be requested through the service desk
C. To provide a channel for users to request and receive standard services
D. Tosource and deliver the components of standard services that have been requested

To update the service catalogue with services that may be requested through the service desk

Question # 3

Which statement about services isCORRECT?
A. External services are provided to business units in the same organisation
B. Internal servicesare provided by suppliers to the internal IT department
C. External services are delivered to external customers
D. Internal services are delivered to external customers

Internal servicesare provided by suppliers to the internal IT department

Question # 4

Which of thefollowing is an objective of business relationship management?
A. To identify patterns of business activity
B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist

To ensure high levels of customer satisfaction

Question # 5

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
A. To ensure that a service can be managed and operated in accordance with constraints specified during design
B. To design and develop capabilities for service management
C. To provide good-quality knowledge and information about services
D. To plan the resources required to manage a release

To design and develop capabilities for service management

Question # 6

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

Service desk

Question # 7

Which process will perform risk analysis and review of all suppliers and contracts on aregular basis?
A. The service level management
B. The IT service continuity management
C. The service catalogue management
D. The supplier management

The supplier management

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