How Many Questions Of ITILF Free Practice Test

NEW QUESTION 1
Which of the following statement about the service owner is INCORRECT?

• A. Carries out the day-to-day monitoring and operation of the service they own
• B. Contributes to continual improvement affecting the service they own
• C. Is a stakeholder in all of the IT processes which support the service they own
• D. Is accountable for a specific service within an organization

Answer: A

NEW QUESTION 2
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

• A. User
• B. Customer
• C. Supplier
• D. Administrator

Answer: B

NEW QUESTION 3
Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

• A. To ensure that a service managed and operated accordance with constraints specified during design
• B. To design and develop capabilities for service management
• C. To provide good-quality knowledge and information about services
• D. To plan the resources required to manage a release

Answer: B

NEW QUESTION 4
Which two processes will contribute MOST to enabling effective problem detection?

• A. Incident and financial management
• B. Change and release and deployment management
• C. Incident and event management
• D. Knowledge and service level management

Answer: C

NEW QUESTION 5
Which of the following would NOT be a task carried out by the Request Fulfillment process?

• A. The sourcing and delivering of the components of requested standard services (e.
• B. licenses and software media)
• C. Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists
• D. Provision of information used to compare actual performance against design standards
• E. Provision of information to users and customers about the availability of services and the procedure for obtaining them

Answer: C

NEW QUESTION 6
Which of the following statements BEST describes the aims of release and deployment management?

• A. To build, test and deliver the capability to provide the services specified by service design
• B. To ensure that each release package specified by service design consists of a set of related assets and service components
• C. To ensure that all changes can be tracked, tested and verified if appropriate
• D. To record and manage deviations, risks and issues related to the new or changed service

Answer: A

NEW QUESTION 7
Service transition contains detailed descriptions of which processes?

• A. Change management, service asset and configuration management, release and deployment management
• B. Change management, capacity management event management, service request management
• C. Service level management, service portfolio management, service asset and configuration management
• D. Service asset and configuration management, release and deployment management, request fulfillment

Answer: A

NEW QUESTION 8
Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?

• A. Definitive Media Library
• B. Definitive Software Store
• C. Service Knowledge Management System
• D. Software Secure Library

Answer: A

NEW QUESTION 9
Which of the following identifies the purpose of design coordination?

• A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
• B. Ensuring all service designs have availability designed into them
• C. Designing of all the links between every service design process and all other processes in the service lifecycle
• D. Control of all supplier relationships from design right through to the production environment

Answer: A

NEW QUESTION 10
When can a known error record be raised?
(1) At any time it would be useful to do so
(2) After a workaround has been found

• A. 2 only
• B. 1 only
• C. Neither of the above
• D. Both of the above

Answer: D

NEW QUESTION 11
Which Function would provide staff to monitor events in an Operations Bridge?

• A. Applications Management
• B. Service Desk
• C. Technical Management
• D. IT Operations Management

Answer: C

NEW QUESTION 12
Why is it important for service providers to understand patterns of business activity (PBA)?

• A. PBA are based on organizational roles and responsibilities
• B. IT service providers CANNOT schedule changes until they understand PBA
• C. Demand for the services delivered by service providers are directly influenced by PBA
• D. Understanding PBA is the only way to enable accurate service level reporting

Answer: C

NEW QUESTION 13
Which of the following is NOT an aim of the Change Management process?

• A. Overall business risk is optimized
• B. Standardized methods and procedures are used for efficient and prompt handling of all Changes
• C. All budgets and expenditures are accounted for
• D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

Answer: C

NEW QUESTION 14
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

• A. Event management, incident management, problem management, request fulfillment, and access management
• B. Event management, incident management, change management, and access management
• C. Incident management, problem management, service desk, request fulfillment, and event management
• D. Incident management, service desk, request fulfillment, access management, and event management

Answer: A

NEW QUESTION 15
Which of the following are Service Desk organizational structures?
1: Local Service Desk
2: Virtual Service Desk
3: IT Help Desk
4: Follow the Sun

• A. 2, 3 and 4 only
• B. 1, 2 and 4 only
• C. 1, 2 and 3 only
• D. 1, 3 and 4 only

Answer: B

NEW QUESTION 16
Which of the following would commonly be in a contract underpinning an IT service?
1) Marketing information
2) Contract description and scope
3) Responsibilities and dependencies

• A. 1 and 2 only
• B. 1 and 3 only
• C. 2 and 3 only
• D. None of the above

Answer: C

NEW QUESTION 17
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

• A. Service level management
• B. Financial management
• C. Demand management
• D. Risk management

Answer: B

NEW QUESTION 18
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