ITIL-F Online Practice Questions and Answers

What are customers of IT services who work in the same organization as the service provider known as?

A. Strategic customers

B. External customers

C. Valued customers

D. Internal customers

Which of the following are benefits to the business of implementing service transition?

1.

Better reuse and sharing of assets across projects and resources

2.

Reduced cost to design new services

3.

Result in higher volume of successful changes

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. None of the above

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A. Internal

B. External

C. Service desk

D. Shared services unit

Within service design, what is the key output handed over to service transition?

A. Measurement, methods and metrics

B. Service design package

C. Service portfolio design

D. Process definitions

What is the PRIMARY process for strategic communication with the service provider's customers?

A. Service catalogue management

B. Service portfolio management

C. Service desk

D. Business relationship management

Which one of the following activities does application management perform?

A. Defining where the vendor of an application should be located

B. Ensuring that the required functionality is available to achieve the required business outcome

C. Deciding who the vendor of storage devices will be

D. Agreeing the service levels for the service supported by the application

What BEST describes an important principle of communication in service operation?

A. It is efficient, effective and economical for all IT services.

B. It has an intended purpose or a resultant action.

C. It focuses on creating a relationship between processes and products.

D. It has responsibility for creating policies.

Which process works with incident management to ensure that security breaches are detected and logged?

A. Change management

B. Service level management

C. Access Management

D. Continual Service improvement

What is a characteristic of a process?

A. It requires a specific tool

B. It is performance driven and measurable

C. It provides generic technical skills and resources

D. It does not react to a specific trigger

Which is the CORRECT list for 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