ITIL-F Online Practice Questions and Answers

Which of the following provide value to the business from service strategy?

1.

Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

2.

Enabling the service provider to respond quickly and effectively to changes in the business environment

3.

Support the creation of a portfolio of quantified services

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Which one of the following generates demand for services?

A. Infrastructure trends

B. Patterns of business activity (PBA)

C. Cost of providing support

D. Service level agreements (SLA)

Which one of the following do technology metrics measure?

A. Components

B. Processes

C. The end-to-end service

D. Customer satisfaction

Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A. Profit

B. Preparation

C. Products

D. Potential

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

A. Service level management

B. Change management

C. Incident management

D. Service asset and configuration management

ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

A. Service Units

B. Business Units

C. Service Providers

D. Customers

Which statement about change management is CORRECT?

A. It optimizes overall business risk

B. It optimizes financial exposure

C. It ensures that all changes are authorized by the change advisory board (CAB)

D. It ensures that servicerequests follow the normal change management process

. Which is an outcome of service design?

A. User training and awareness for the service is maximized

B. Services and operational quality are enhanced

C. Standard Services are provided quickly and efficiently across the business

D. Expectations setting of all stakeholders for the services improved

What BEST describes the value of continual service improvement to the business?

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

B. It results in gradual improvement in cost effectiveness

C. It improves governance by building controls into service designs

D. It provides quick and effective access to standard services

What is the pre-authorized change known as?

A. A normal change

B. A retrospective change

C. A standard change

D. An ordinary change