ITIL-F-CHS Online Practice Questions and Answers

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A. Configuration baseline

B. Project baseline

C. Change baseline

D. Asset baseline

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A. Data

B. Information

C. Knowledge

D. Governance

In which document would you expect to see an overview of actual service achievements against targets?

A. Operational level agreement(OLA)

B. Capacity plan

C. Service level agreement(SLA)

D. SLA monitoring chart(SLAM)

Which process is responsible for ensuring that appropriate testing takes place?

A. Knowledge management

B. Release and deployment management

C. Service asset and configuration management

D. Service level management

Where should the following information be stored?

1.

The experience of staff

2.

Records of user behaviour

3.

Supplier's abilities and requirements

4.

User skill levels

A. The forward schedule of change

B. The service portfolio

C. A configuration management database (CMDB)

D. The service knowledge management system (SKMS)

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 process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A. Service transition planning and support

B. Design coordination

C. Service level management

D. Change management

Which Functions are included in IT operations management?

A. Network management and application management

B. Technical management and change management

C. IT operations control and facilities management

D. Facilities management and release management

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A. Serviceability

B. Availability

C. Capacity

D. Continuity

Which of the following can include steps that will help to resolve an incident?

1.

Incident model

2.

Known error record

A. 1 only

B. 2only

C. Both of the above

D. Neither of the above