How Many Questions Of ITILF Preparation
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NEW QUESTION 1
Which of the following identify the purpose of business relationship management?
1: To establish and maintain a business relationship between service provider and customer
2: To identify customer needs and ensure that the service provider is able to meet
- A. Both of the above
- B. 1 only
- C. 2 only
- D. Neither of the above
Answer: A
NEW QUESTION 2
Which one of the following is NOT the responsibility of service catalogue management?
- A. Ensuring that information in the service catalogue is accurate
- B. Ensuring that service level agreements are maintained
- C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
- D. Ensuring that all operational services are recorded in the service catalogue
Answer: B
NEW QUESTION 3
Which of the following identifies the purpose of service transition planning and support?
- A. Provide overall planning for service transitions and co-ordinate the resources they require
- B. Ensure that all service transitions are properly authorized
- C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
- D. To define testing scripts to ensure service transitions are unlikely to ever fail
Answer: A
NEW QUESTION 4
Which of the following is the best definition of IT service management?
- A. An internal service provider that is embedded within a business unit
- B. A complete set of all the documentation required to deliver world class services to customers
- C. Technical implementation of supporting IT infrastructure components
- D. The implementation and management of quality IT services that meet business needs
Answer: D
NEW QUESTION 5
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
Answer: B
NEW QUESTION 6
Which role is accountable for the operational management of a process?
- A. Process practitioner
- B. Process manager
- C. Service manager
- D. Change manager
Answer: B
NEW QUESTION 7
Which stage of the change management process deals with what should be done if the change is unsuccessful?
- A. Remediation planning
- B. Categorization
- C. Prioritization
- D. Review and close
Answer: A
NEW QUESTION 8
Which of the following are within the scope of service asset and configuration management?
1: Identification of configuration items (CIs)
2: Recording relationships between CIs
3: Recording and control of virtual CIs
4: Approving finance for the purchase of software to support service asset and configuration management
- A. 1, 2 and 3 only
- B. All of the above
- C. 1, 2 and 4 only
- D. 3 and 4 only
Answer: A
NEW QUESTION 9
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
- A. Excessive focus on quality
- B. Excessively reactive
- C. Excessively proactive
- D. Excessive focus on cost
Answer: D
NEW QUESTION 10
Which of the following is the BEST definition of an event?
- A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
- B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
- C. The unknown cause of one or more incidents that have an impact on an IT service
- D. Reducing or eliminating the cause of an incident or problem
Answer: A
NEW QUESTION 11
Which one of the following are the two primary elements that create value for customers?
- A. Value on investment (VOI) and return on investment (ROI)
- B. Customer and user satisfaction
- C. Service requirements and warranty
- D. Resources and capabilities
Answer: D
NEW QUESTION 12
Which role is accountable for a specific service within an organization?
- A. The Service Level Manager
- B. The Business Relationship Manager
- C. The Service Owner
- D. The Service Continuity Manager
Answer: C
NEW QUESTION 13
Who owns the specific costs and risks associated with providing a service?
- A. The Service Provider
- B. The Service Level Manager
- C. The Customer
- D. The Finance department
Answer: A
NEW QUESTION 14
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
- A. Availability management
- B. Capacity management
- C. Design coordination
- D. Release management
Answer: C
NEW QUESTION 15
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
Answer: B
NEW QUESTION 16
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?
- A. Continual Service Improvement
- B. Service Transition
- C. Service Design
- D. Service Operation
Answer: D
NEW QUESTION 17
Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
- A. The Service Level Manager
- B. The IT Service Continuity Manager
- C. The Service Catalogue Manager
- D. The Supplier Manager
Answer: D
NEW QUESTION 18
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