1. Which ITIL process is responsible for managing incidents?
Incident Management
Service Request Management
Problem Management
Change Management
✅ Correct Answer: Incident Management
2. What is the purpose of Change Management?
To control the lifecycle of changes
To resolve incidents
To monitor performance
To create new services
✅ Correct Answer: To control the lifecycle of changes
3. Which ITIL practice is responsible for identifying and managing risks?
Risk Management
Problem Management
Incident Management
Change Management
✅ Correct Answer: Risk Management
4. What is the main objective of Service Level Management?
To ensure that agreed service levels are met
To monitor service outages
To track IT expenditures
To define security policies
✅ Correct Answer: To ensure that agreed service levels are met
5. Which ITIL concept focuses on delivering value to customers?
Service Management
Incident Management
Problem Management
Change Control
✅ Correct Answer: Service Management
6. What is a key benefit of ITIL Service Transition?
Ensures new services are effectively transitioned into operations
Eliminates service outages
Reduces the need for incident management
Increases IT costs
✅ Correct Answer: Ensures new services are effectively transitioned into operations
7. Which ITIL practice helps organizations recover from unexpected service disruptions?
IT Service Continuity Management
Problem Management
Incident Management
Capacity Management
✅ Correct Answer: IT Service Continuity Management
8. Which ITIL stage focuses on designing services to meet business requirements?
Service Design
Service Strategy
Service Transition
Continual Service Improvement
✅ Correct Answer: Service Design
9. What is the purpose of ITIL Continual Service Improvement?
To improve services in a continuous manner
To manage security risks
To reduce IT expenditures
To develop new software applications
✅ Correct Answer: To improve services in a continuous manner
10. Which ITIL principle emphasizes understanding customer needs?
Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Optimize and Automate
✅ Correct Answer: Focus on Value
11. Which process is responsible for managing service requests from users?
Service Request Management
Incident Management
Problem Management
Change Management
✅ Correct Answer: Service Request Management
12. Which ITIL concept ensures IT services align with business objectives?
Service Strategy
Service Design
Service Transition
Incident Management
✅ Correct Answer: Service Strategy
13. What is the primary role of Problem Management?
To prevent incidents from recurring
To resolve incidents quickly
To implement new services
To manage IT budgets
✅ Correct Answer: To prevent incidents from recurring
14. Which ITIL practice focuses on ensuring that IT services meet agreed-upon availability targets?
Availability Management
Incident Management
Capacity Management
Service Design
✅ Correct Answer: Availability Management
15. Which ITIL practice is responsible for ensuring cost-effective service delivery?
Financial Management for IT Services
Service Strategy
Problem Management
Incident Management
✅ Correct Answer: Financial Management for IT Services
16. Which ITIL lifecycle stage focuses on deploying and testing new services?
Service Transition
Service Strategy
Service Operation
Continual Service Improvement
✅ Correct Answer: Service Transition
17. What is the main objective of Capacity Management?
To ensure IT resources meet current and future business needs
To minimize IT service costs
To resolve incidents quickly
To manage IT assets
✅ Correct Answer: To ensure IT resources meet current and future business needs
18. Which ITIL practice is responsible for identifying patterns of incidents?
Problem Management
Incident Management
Change Management
Service Request Management
✅ Correct Answer: Problem Management
19. What is the purpose of ITIL Service Strategy?
To define IT services that meet business objectives
To develop new technologies
To resolve technical issues
To implement security policies
✅ Correct Answer: To define IT services that meet business objectives
20. Which ITIL concept promotes optimizing workflows through automation?
Optimize and Automate
Progress Iteratively with Feedback
Focus on Value
Keep it Simple and Practical
✅ Correct Answer: Optimize and Automate
21. Which document defines the agreed-upon service levels between a provider and customer?
Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Underpinning Contract (UC)
Service Catalog
✅ Correct Answer: Service Level Agreement (SLA)
22. What is the primary goal of the Service Desk function?
To act as a single point of contact for users
To design new IT services
To manage financial budgets
To audit security policies
✅ Correct Answer: To act as a single point of contact for users
23. Which ITIL process ensures that changes are assessed, approved, and implemented safely?
Change Management
Incident Management
Problem Management
Service Level Management
✅ Correct Answer: Change Management
24. What is the purpose of a Known Error in Problem Management?
A problem with a documented root cause and workaround
A minor incident
A planned change
A service request
✅ Correct Answer: A problem with a documented root cause and workaround
25. Which ITIL stage includes activities like monitoring services and handling incidents?
Service Operation
Service Strategy
Service Transition
Service Design
✅ Correct Answer: Service Operation
26. What is the main focus of ITIL Financial Management for IT Services?
Managing budgets, costs, and ROI for IT services
Resolving incidents quickly
Designing new services
Tracking employee performance
✅ Correct Answer: Managing budgets, costs, and ROI for IT services
27. Which ITIL practice ensures IT infrastructure can handle future demand?
Capacity Management
Availability Management
Incident Management
Change Management
✅ Correct Answer: Capacity Management
28. What is the purpose of the Service Catalog?
To provide a list of available IT services
To track financial expenditures
To document security incidents
To manage employee training
✅ Correct Answer: To provide a list of available IT services
29. Which ITIL concept refers to the ability of a service to be available when needed?
Availability
Capacity
Continuity
Utility
✅ Correct Answer: Availability
30. What is the role of a Change Advisory Board (CAB)?
To assess and approve major changes
To resolve incidents
To manage the service desk
To design new services
✅ Correct Answer: To assess and approve major changes
31. Which ITIL process handles restoring normal service operation quickly?
Incident Management
Problem Management
Change Management
Service Level Management
✅ Correct Answer: Incident Management
32. What is the purpose of IT Service Continuity Management?
To ensure services can recover from disasters
To reduce IT costs
To design service portfolios
To track user requests
✅ Correct Answer: To ensure services can recover from disasters
33. Which ITIL guiding principle suggests using existing resources effectively?
Start Where You Are
Focus on Value
Progress Iteratively
Collaborate
✅ Correct Answer: Start Where You Are
34. What is the primary output of the Service Design stage?
Service Design Package (SDP)
Incident Records
Change Requests
Problem Logs
✅ Correct Answer: Service Design Package (SDP)
35. Which ITIL practice manages the lifecycle of IT assets?
IT Asset Management
Incident Management
Service Desk
Change Management
✅ Correct Answer: IT Asset Management
36. What does the term "MTBF" stand for in ITIL?
Mean Time Between Failures
Maximum Time Before Fix
Minimum Time for Backup
Mean Time for Budgeting
✅ Correct Answer: Mean Time Between Failures
37. Which ITIL function is responsible for managing applications?
Application Management
Technical Management
IT Operations Management
Service Desk
✅ Correct Answer: Application Management
38. What is the purpose of Release Management?
To deploy new services and changes safely
To resolve incidents
To manage finances
To audit security
✅ Correct Answer: To deploy new services and changes safely
39. Which ITIL concept ensures services meet customer expectations for performance?
Service Level Management
Capacity Management
Problem Management
Change Management
✅ Correct Answer: Service Level Management
40. What is the first step in the Continual Service Improvement (CSI) model?
What is the vision?
Where are we now?
How do we get there?
Did we get there?
✅ Correct Answer: What is the vision?
The Itil F Foundation certification is a globally recognized credential for IT professionals.
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