ITIL-F-CHS Online Practice Questions and Answers

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

Which of these should a change model include?

1.

The steps that should be taken to handle the change

2.

Responsibilities; who should do what, including escalation

3.

Timescales and thresholds for completion of the actions

4.

Complaints procedures

A. 1, 2 and 3 only

B. All of the above

C. 1 and 3 only

D. 2 and 4 only

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A. Service asset and configuration management

B. Event management

C. Service catalogue management

D. Problem management

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services

C. To design and build processes which will meet business needs

D. To deliver and manage IT services at agreed levels to business users and customers

Which one of the following is the BEST description of a service level agreement (SLA)?

A. The part of a contract that specifies the responsibilities of each party

B. An agreement between the service provider and an internal organization

C. An agreement between a service provider and an external supplier

D. An agreement between the service provider and their customer

Which process would maintain policies, standards and models for service transition activities and processes?

A. Change management

B. Capacity management

C. Service transition planning and support

D. Release management

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

A Service design package (SDP) would normally be produced for which of the following?

1.

A new IT service

2.

A major change to an IT service

3.

An emergency change to an IT service

4.

An IT service retirement

A. 2, 3 and 4 only

B. 1, 2 and 4 only

C. None of the above

D. All of the above

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. Only changes that introduce new services are included

B. All changes are mandated to be included

C. Only changes to business critical systems are included

D. Any changes that would benefit the organization are included

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

A. Service strategy

B. Service transition planning and support

C. Service level management

D. Change management