Free ITIL® V3 Foundation Certification – Sample Exam 1

The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of IT Service Management.

The latest version (ITIL V3) is compassed of the five core volumes:
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

This is a full ITIL Foundation Exam Question Paper containing 40 mock questions that are directly related to the ITIL Foundation Exam syllabus.

Remember, when practicing your free ITIL Foundation Test Exam you only have 60 minutes in which to correctly answer at least 26 out of 40 mock questions correctly.

Good Luck!

ITIL V3 Foundation Certification – Sample Exam

1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

a) What is the vision?
b) Did we get there?
c) Is there budget?
d) Where are we now?

2. What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analyzing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of Service Management

3. What is the main reason for establishing a baseline?

a) To standardize operation
b) For knowing the cost of services provided
c) For roles and responsibility to be clear
d) For later comparison

4. Which of the following is NOT an objective of Service Operation?

a) Through testing, to ensure that services are designed to meet business needs
b) To deliver and support IT services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes

5. Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?

a) They are driven by patterns of business activity
b) It is impossible to predict how they behave
c) It is impossible to influence demand patterns
d) They are driven by the delivery schedule generated by capacity management

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Related Articles on CRM Help Desk Software.com

• Free ITIL® V3 Foundation Certification – Sample Exam 3
• Free ITIL® V3 Foundation Certification – Sample Exam 2
• What can ITIL® Foundation Certification do for you?
• Free ITIL® Foundation Exam Questions
• Confirmation Success!

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