ITILFND Online Practice Questions and Answers

Which is a service request?

A. Requesting a workaround for an issue

B. Requesting information about how to create a document

C. Requesting an enhancement to an application

D. Requesting investigation of a degraded service

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A. Service level management

B. Service desk

C. Continual improvement

D. Change enablement

Which practice has a strong influence on the user experience and perception of the service provider?

A. Service desk

B. Change enablement

C. Service level management

D. Supplier management

Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity

B. Rights, access, identity, directory services, service/service components

C. Physical, personnel, network, emergency, service

D. Normal, temporary, emergency, personal, group

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 of the following is MOST concerned with the design of new or changed services?

A. Change management

B. Service transition

C. Service strategy

D. Service design

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

A. A Problem model

B. A Service Improvement Plan (SIP)

C. A Request for Change (RFC)

D. A Business Case

Which of these would fall outside the scope of a typical service change management process?

A. A change to a contract with a supplier

B. A firmware upgrade to a server that is only used for IT Service Continuity purposes

C. An urgent need to replace a CPU to restore a service during an incident

D. A change to a business process that depends on IT Services

Identify the missing word in the following sentence.

A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

A. Requirements

B. Resources

C. Suppliers

D. products

When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

A. Business objectives

B. Improvement plans

C. Assessment results

D. KPI reports