ITIL-F Online Practice Questions and Answers

Which of the following BEST describes a problem?

A. An issue reported by a user

B. The cause of two or more incidents

C. A serious incident which has a critical impact to the business

D. The cause of one or more incidents

Which one of the following is an objective of service catalogue management?

A. Negotiating and agreeing service level agreement

B. Negotiating and agreeing operational level agreements

C. Ensuring that the service catalogue is made available to those approved to access it

D. Only ensuring that adequate technical resources are available

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A. Service level management

B. Financial management

C. Demand management

D. Risk management

Access management is closely related to which other process?

A. Capacity management only

B. 3rd line support

C. Information security management

D. Change management

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. Service level management

B. IT operations management

C. Capacity management D. Incident management

Which of the following activities would be performed by a process manager?

1.

Monitoring and reporting on process performance

2.

Identifying improvement opportunities

3.

Appointing people to required roles

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

In service design, which term describes services, technologies and tools?

A. People

B. Partners

C. Products

D. Processes

Where should all master copies of controlled software and documentation be stored?

A. In the definitive software library

B. In the definitive media library

C. In the definitive security library

D. In the definitive production library

Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

A. Service portfolio management

B. Service level management

C. Service catalogue management

D. Service capacity management

What BEST describes the value of service transition to the business?

A. It supports the creation of a catalogue of services

B. It leads to gradual and continual improvement in service quality

C. It provides quick and effective access to standard services

D. It results in higher volumes of successful change