ITIL-F-CHS Online Practice Questions and Answers

Which process is responsible for discussing reports with customers showing whether services have met their targets?

A. Continual service improvement

B. Change management

C. Service level management

D. Availability management

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A. The IT director

B. The process owner

C. The service owner

D. The customer

Which statement about the emergency change advisory board (ECAB) is CORRECT

A. The ECAB considers every high priority request for change (RFC)

B. Amongst the duties of the ECAB is the review of completed emergency changes

C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

D. The ECAB will be chaired by the IT Director

Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand management

B. Incident management

C. Release and deployment management

D. Request fulfillment

Which function or process would provide staff to monitor events in an operations bridge?

A. Technical management

B. IT operations management

C. Request fulfillment

D. Applications management

Which of the following BEST describes technical management?

A. A function responsibilities for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsibilities for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT infrastructure

In terms of adding value to the business, which one of the following describes service operation s contribution?

A. The cost of the service is designed, predicted and validated

B. Measures for optimization are identified

C. Service value is modeled

D. Service value is visible to customers

Which of the following are managed by facilities management?

1.

Hardware within a data centre or computer room

2.

Applications

3.

Power and cooling equipment

4.

Recovery sites

A. 1, 2 and 3 only

B. All of the above

C. 1, 3 and 4 only

D. 1 and 3 only

Which one of the following is the BEST definition of reliability?

A. The availability of a service or component

B. The level of risk that affects a service or process

C. How long a service or configuration item (CI) can perform its function without failing

D. How quickly a service or component can be restored to normal working order

Which one of the following is NOT the responsibility of service catalogue management?

A. Ensuring that information in the service catalogue is accurate

B. Ensuring that service level agreements are maintained

C. Ensuring that information in the service catalogue is consistent with information in the service portfolio

D. Ensuring that all operational services are recorded in the service catalogue

Which process would you MOST expect to be involved in the management of underpinning contracts?

A. Change management

B. Service catalogue management

C. Supplier management

D. Release and deployment management

Which of the following are valid parts of the service portfolio?

1.

Service pipeline

2.

Service knowledge management system (SKMS)

3.

Service catalogue

A. 1 and 2 only

B. 3 only

C. 1 and 3 only

D. All of the above

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A. Serviceability

B. Availability

C. Capacity

D. Continuity

Which of the following can include steps that will help to resolve an incident?

1.

Incident model

2.

Known error record

A. 1 only

B. 2only

C. Both of the above

D. Neither of the above

Which types of communication would the functions within service operation use?

1.

Communication between data centre shifts

2.

Communication related to changes

3.

Performance reporting

4.

Routine operational communication

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above