There are five levels of ITIL certifications.
- Foundation Level – this is the entry level certification which offers you a general awareness of key elements, concepts and terminology. This also includes links between lifecycle stages, the processes used and their contribution to service management practices.
- 40 multiple-choice questions
- 1 hour duration
- 26 marks required to pass or 65%
- Closed book.
- Practitioner Level – the next stage in the ITIL scheme. Developed to provide a step between Foundation and Intermediate Level and improves the ability of individuals to adopt and adapt ITIL in their organization.
- 40 multiple-choice questions
- 1 hour 45 minutes duration
- 28 marks required to pass or 70%
- Intermediate Level Certification – consists of a modular structure with each module having a different focus on IT Service Management. These are more detailed than the Foundation and Practitioner Levels.
- Accredited Training required
- Divided into 2 categories – Service Lifecycle & Service Capability
- Expert Level – aimed at those interested in demonstrating knowledge of the ITIL Scheme in its entirety. Awarded to candidates who have achieved a range of ITIL certifications with a well rounded, superior knowledge and skills base.
- 10 multiple-choice questions per paper
- 120 minutes duration
- 35 marks required to pass (out of 50) or 70%
- closed book
- Master Level – validates your ability to apply the principles, methods and techniques from ITIL in the workplace.
- Every ITIL Master candidate will select a different, personal range of experiences, so there is no fixed syllabus for this qualification. There is also no prescribed training course since the theory being tested will vary depending on the nature of the situation each candidate will choose.
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IT Infrastructure Library (ITIL) Exam - Sample
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Question 1 of 10
Which of the following statements is correct? 1. All processes should have an owner. 2. A process takes one or more inputs and turns them into defined outputs, such as process reports and reviews. 3. All processes’ objectives must be defined in measurable terms. 4. All processes must have an objective.CorrectIncorrect
Question 2 of 10
For which of the following is the Service Catalogue Manager responsible? 1. Ensuring that information within the Service Pipeline is accurate and up to date. 2. Ensuring that information in the Service Catalogue is consistent with information in the Service Pipeline. 3. Ensuring that all operational services are recorded in the Service Catalogue. 4. Ensuring that the information in the Service Catalogue is accurate and backed up.CorrectIncorrect
Question 3 of 10
What are the three elements of the Service Portfolio?CorrectIncorrect
Question 4 of 10
True or False? A customer’s perceptions, customer’s pre-established preferences, and actual business outcomes all influence the value of a service.CorrectIncorrect
Question 5 of 10
Which of the following is not an element of Availability Management?CorrectIncorrect
Question 6 of 10
Which of the following list is a valid type of SLA?CorrectIncorrect
Question 7 of 10
“Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.” Which entity owns the risks?CorrectIncorrect
Question 8 of 10
Which of the following statements is incorrect about patterns of demand generated by the customer’s business?CorrectIncorrect
Question 9 of 10
Which of the following is not a primary concern of Service Strategy?CorrectIncorrect
Question 10 of 10
Which of the following does service transition provide guidance on? 1. Introducing new services 2. Decommissioning services 3. Transfer of services between service providersCorrectIncorrect