The ITIL Foundation Certificate is the entry level within the ITSM certification scheme. It is awarded for the satisfactory completion of a multiple choice test on topics covered in the ITIL Foundations syllabus. To pass the exam, 26 questions need to be answered correctly out of a total of 40, which is 65%.

The following questions hopefully give an idea of what to expect in the exam. They are provided courtesy of the Technorealism ITIL Wiki

1) The wording of an SLA and OLA should be:

a. Technically focused so that they may be understood by IT professionals

b. A mixture of business, technical, and legal language, so that they can be understood by everyone

c. Clear and concise, leaving no room for ambiguity

d. Legally worded as they must be contractually binding

2) At what point does an Incident turn into a Problem?

a. When it is urgent

b. When it is a Major Incident

c. If the person reporting the Incident is very senior

d. Never

3) Does Problem Management depend entirely on having a mature Incident Management process in place?

a. Yes. Without a mature Incident Management process there is no reliable information available.

b. No. The quality of Incident Management information is of little importance to proactive Problem Management.

c. No. Progress can still be made on solving long-standing Problems.

d. Yes. Trend analysis cannot be undertaken without a lot of accurate Incident Management information.

4) For which of these activities is the Change Manager responsible?

a. Establishing the root cause of a Capacity Incident that has lead to an RFC being raised.

b. Devising the back-out plan for a significant change.

c. Chairing the CAB.

d. Ensuring a Release has reached the target CIs.

5) Which of these statements is true when deciding on the initial scope and depth of the information to be held in the CMDB?

a. You should try to capture as much information as possible about all types of CIs.

b. You should not collect detailed information about CIs that are not under Change Control.

c. You shouldn't worry too much about Change Control. The main objective is to get the database loaded.

d. You should try to satisfy all the wishes of the IT staff.

6) Within a CMDB, which relationships are most likely to exist between Incidents and Problems?

I. One Incident to one Problem

II. One Incident to many Problems

III. Many Incidents to one Problem

 

a. I & II

b. II & III

c. I & III

d. All