✅ Correct Answer: To improve IT service management
2. Which of the following is NOT an ITIL lifecycle stage?
Service Strategy
Service Operation
Service Execution
Continual Service Improvement
✅ Correct Answer: Service Execution
3. What is a key objective of Service Transition?
To ensure that changes are managed effectively
To monitor and resolve incidents
To determine service value
To optimize IT service costs
✅ Correct Answer: To ensure that changes are managed effectively
4. Which process is responsible for managing risks related to IT services?
Change Management
Incident Management
Risk Management
Service Level Management
✅ Correct Answer: Risk Management
5. What is the purpose of the Service Desk function?
To handle user requests and incidents
To develop new IT services
To manage financial transactions
To design IT policies
✅ Correct Answer: To handle user requests and incidents
6. Which process is responsible for evaluating the impact of changes?
Change Management
Incident Management
Problem Management
Service Level Management
✅ Correct Answer: Change Management
7. What is the goal of Incident Management?
To restore normal service operation as quickly as possible
To analyze root causes of recurring issues
To plan and implement changes
To define IT service metrics
✅ Correct Answer: To restore normal service operation as quickly as possible
8. Which ITIL process aims to minimize the impact of problems?
Problem Management
Change Management
Incident Management
Service Catalog Management
✅ Correct Answer: Problem Management
9. What is a Configuration Item (CI)?
Any component that needs to be managed in order to deliver IT services
A user request for service
An entry in the service catalog
A financial record of IT expenses
✅ Correct Answer: Any component that needs to be managed in order to deliver IT services
10. What does the RACI model define?
Roles and responsibilities
Incident resolution steps
Risk assessment techniques
Service level targets
✅ Correct Answer: Roles and responsibilities
11. Which process is responsible for defining service availability targets?
Availability Management
Capacity Management
Service Level Management
Change Management
✅ Correct Answer: Availability Management
12. What is the purpose of Service Portfolio Management?
To manage services from development to retirement
To monitor service performance
To handle user incidents
To track IT asset costs
✅ Correct Answer: To manage services from development to retirement
13. Which ITIL concept describes a means of delivering value to customers?
Service
Incident
Event
Change
✅ Correct Answer: Service
14. Which process is responsible for reviewing operational performance?
Continual Service Improvement
Service Level Management
Incident Management
Change Management
✅ Correct Answer: Continual Service Improvement
15. What is the purpose of Demand Management?
To understand and influence customer demand for services
To handle service disruptions
To approve IT changes
To track incidents
✅ Correct Answer: To understand and influence customer demand for services
16. What is the objective of Financial Management in ITIL?
To manage IT service costs and budgets
To optimize network performance
To define service catalog entries
To manage configuration items
✅ Correct Answer: To manage IT service costs and budgets
17. Which ITIL process ensures that IT services align with business needs?
Service Level Management
Problem Management
Event Management
Change Management
✅ Correct Answer: Service Level Management
18. Which role is responsible for ensuring IT services meet agreed-upon levels?
Service Level Manager
Incident Manager
Problem Analyst
Configuration Manager
✅ Correct Answer: Service Level Manager
19. What is a primary focus of IT Service Continuity Management?
Ensuring IT services can recover from major incidents
Reducing software licensing costs
Enhancing user experience
Optimizing IT service availability
✅ Correct Answer: Ensuring IT services can recover from major incidents
20. Which ITIL process is responsible for handling user access requests?
Access Management
Incident Management
Change Management
Capacity Management
✅ Correct Answer: Access Management
21. Which ITIL process ensures that IT services are restored quickly after an outage?
Problem Management
Incident Management
Change Management
Service Level Management
✅ Correct Answer: Incident Management
22. What is the purpose of the Service Catalog?
To list all available IT services and their details
To track employee performance
To manage financial budgets
To document security incidents
✅ Correct Answer: To list all available IT services and their details
23. Which ITIL function is responsible for managing and coordinating incidents?
Service Desk
Technical Management
Application Management
IT Operations Management
✅ Correct Answer: Service Desk
24. What is the main goal of Capacity Management?
To ensure IT resources meet current and future demands
To reduce the number of IT staff
To eliminate all service outages
To manage user complaints
✅ Correct Answer: To ensure IT resources meet current and future demands
25. Which process is responsible for handling major incidents?
Major Incident Management
Problem Management
Change Management
Service Level Management
✅ Correct Answer: Major Incident Management
26. What does the term "MTTR" stand for in ITIL?
Mean Time to Repair
Maximum Time to Resolve
Minimum Time to Recovery
Mean Time to Recovery
✅ Correct Answer: Mean Time to Repair
27. Which ITIL process ensures that changes are reviewed before implementation?
Change Evaluation
Incident Management
Service Desk
Capacity Management
✅ Correct Answer: Change Evaluation
28. What is the primary focus of ITIL Service Operation?
Delivering and managing IT services daily
Designing new services
Planning long-term strategies
Improving financial management
✅ Correct Answer: Delivering and managing IT services daily
29. Which document defines the relationship between a service provider and customer?
Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Underpinning Contract (UC)
Service Catalog
✅ Correct Answer: Service Level Agreement (SLA)
30. What is the role of a Problem Manager in ITIL?
To identify root causes of recurring incidents
To handle day-to-day user requests
To approve all IT changes
To manage the service catalog
✅ Correct Answer: To identify root causes of recurring incidents
31. Which ITIL process manages the lifecycle of all IT assets?
IT Asset Management
Incident Management
Service Desk
Change Management
✅ Correct Answer: IT Asset Management
32. What is the purpose of an Operational Level Agreement (OLA)?
To define agreements between internal IT teams
To document customer requirements
To track financial budgets
To manage security incidents
✅ Correct Answer: To define agreements between internal IT teams
33. Which ITIL concept refers to unplanned interruptions in service?
Incidents
Problems
Changes
Requests
✅ Correct Answer: Incidents
34. What is the main output of the Service Strategy stage?
Service Portfolio
Incident Records
Change Requests
Problem Logs
✅ Correct Answer: Service Portfolio
35. Which ITIL process ensures that services meet availability targets?
Availability Management
Capacity Management
Service Desk
Change Management
✅ Correct Answer: Availability Management
36. What is the purpose of a Known Error in ITIL?
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
37. Which ITIL function manages the physical IT environment?
IT Operations Management
Service Desk
Technical Management
Application Management
✅ Correct Answer: IT Operations Management
38. What is the first step in the Continual Service Improvement (CSI) model?
What is the vision?
How do we get there?
Did we get there?
Where are we now?
✅ Correct Answer: What is the vision?
39. Which document records all changes to IT services?
Change Schedule
Incident Log
Service Catalog
Problem Record
✅ Correct Answer: Change Schedule
40. What is the primary focus of ITIL Service Design?
Designing new or changed services
Resolving incidents
Managing finances
Tracking assets
✅ Correct Answer: Designing new or changed services
The Itil Foundation Syllabus 2011 certification is a globally recognized credential for IT professionals.
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