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ITIL Foundation Certification Practice Exam 6 Exam Questions and Answers
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ITIL Foundation Certification Practice Exam 6 Exam Questions and Answers
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ITIL Foundation Certification PracticeExam 6 Exam Questions and Answers
2024-2025
3. Global Network Services has been contracted to provide
maintenance services for a mid-sized manufacturing
company. How well Global Network Services meets its
contractual obligations is known as which of the following?
A. Maintainability
B. Availability
C. Reliability
D. Serviceability - Answer-3. D - The ability of a third-party supplier to meet
the terms and conditions of their contract is known
as serviceability. Serviceability is based on how well the
supplier meets agreed upon levels of reliability, maintainability,
and availability. [ITIL - Generic Concepts and Definitions]
4. Which of the fallowing are not aspects of good service
design?
A. Systems
B. Design of Service Solution
C. Service A rchitecture
D. Processes - Answer-4. C - The five aspects of Service Design are design of
Service Solution, Systems, Technology Architecture, Processes,
and Measurement Systems and metrics. [ITIL - Selected
Processes]
5. Connaught Construction conducts a quarterly management
meeting to review how well current IT services
are meeting the current needs of the business, as well as
identifying potential new needs. This activity falls within
the scope of which Lifecycle phase?
A. Service Design
B. Continual Service Improvement
C. Service Strategy
D. Service Operation - Answer-5. B - Ongoing alignment of services with current and
future
business needs is one of the objectives of the Continual
Service Improvement phase. [The Service Lifecycle]
6. What is a consequence of implementing an overly complex process?
A. Service quality KPis will increase.
B. Service quality can be lowered if processes are excessively
, cumbersome.
C. Relevant KPis become invisible
D. Changes become easier to manage. - Answer-6. B - If process structures become an
objective in
themselves, the service quality may be adversely affected; unnecessary or over-
engineered procedures are seen as
bureaucratic obstacles, which are to be avoided where
possible. [ITIL - Service Lifecycle]
7. The time within which a function is back up after a failure
is called:
A. Mean Time Between Failures
B. Mean Time to Restore Service
C. Service Recovery Objective
D. Restore Point Objective - Answer-7. B - T he Mean time to Restore Service (MTRF)
is the time
within which a function is back up after a failure. [ITIL -
Selected Functions]
8. Atlantic & Pacific Telecom has developed a set of criteria
for use in balancing conflicting project and organization
objectives. These criteria are called:
A. Strategy definitions
B. Tension metrics
C. Role definitions
D. Strategic objectives - Answer-8. B - Tension metrics are a set of related metrics, in
which improvements to one metric have a negative effect
on another. Tension metrics are designed to ensure an appropriate
balance between conflicting objectives. [ITIL -
Generic Concepts and Definitions]
9. Configuration items ( Cls) are collected, stored, managed,
updated, analyzed and reviewed in which of the
following?
A. Service knowledge management system
B. Configuration records
C. Configuration management system
D. Configuration management database - Answer-9. C - A configuration management
system ( CMS) is the
collection of all tools, databases, and information management
systems used to store and manage configuration
items (Cls). A configuration management database
(CMDB) is part of the configuration management system.
[ITIL - Key Principles and Models]
10. A successful ITIL implementation requires support at
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