ITIL-F Online Practice Questions and Answers

Which of the following is an enabler of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

What is the BEST description of an operational level agreement (OLA)?

A. An agreement between the service provider and another part of the same organization

B. An agreement between the service provider and an external organization

C. A document that describes to a customer how services will be operated on a day-to-day basis

D. A document that describes business services to operational staff

Which of the following statements about standard changes are CORRECT?

1.

The approach is pre-authorized

2.

The risk is usually low and well understood

3.

Details of the change will be recorded

4.

Some standard changes will be triggered by the request fulfillment process

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

A Service design package (SDP) would normally be produced for which of the following?

1.

A new IT service

2.

A major change to an IT service

3.

An emergency change to an IT service

4.

An IT service retirement

A. 2, 3 and 4 only

B. 1, 2 and 4 only

C. None of the above

D. All of the above

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. A change

B. A change model

C. A change request

D. A change advisory board

Which of the following is the BEST reason for categorizing incidents?

A. To establish trends for use in problem management and other IT service management (ITSM) activities

B. To ensure service levels are met and breaches of agreements are avoided

C. To enable the incident management database to be partitioned for greater efficiency

D. To identify whether the user is entitled to log an incident for this particular service

Which of the following is NOT a valid objective of problem management?

A. To prevent problems and their resultant Incidents

B. To manage problems throughout their lifecycle

C. To restore service to a user

D. To eliminate recurring incidents

Which of the following types of service should be included in the scope of service portfolio management?

1.

Those planned to be delivered

2.

Those being delivered

3.

Those that have been withdrawn from service

A. 1 and 3 only

B. All of the above

C. 1 and 2 only

D. 2 and 3 only

Which of the following processes are performed by the service desk?

1.

Capacity management

2.

Request fulfilment

3.

Demand management

4.

Incident management

A. All of the above

B. 3 and 4 only

C. 2 and 4 only

D. 2 only

Which role is responsible for carrying out the activities of a process?

A. Process owner

B. Change manager

C. Service manager

D. Process practitioner

Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data - Knowledge

B. Data - Information - Knowledge - Wisdom

C. Knowledge - Wisdom - Information - Data

D. Information - Data - Knowledge - Wisdom

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A. Technology, customer, user

B. Corporate, customer, service

C. Corporate, customer, technology

D. Service,user, IT

Which is an objective of the service design lifecycle stage?

A. To embed continual service improvement (CSI) in all service design activities

B. To ensure that all service design activities use the minimum amount of resources

C. To monitor service level targets as agreed in service level agreements

D. To create and maintain a portfolio of quantified services

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

A. It supports the creation of a portfolio of quantified services

B. It reduces the effort spent on managing test and pilot environments

C. It improves the control of service assets and configurations

D. It provides quick and effective access to standard services

What is the CORRECT definition of service management?

A. A set of specialised assets for transitioning services into the live operational environment

B. A set of specialised organisational capabilities for delivering value to customers in the form of services

C. A group of events that meet the demand from customers for services that they receive

D. A group of people that manages services to fulfil the needs of users and customers