ITIL-F Online Practice Questions and Answers

Which one of the following is the BEST definition of the term `service management'?

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

A. Service strategy

B. Service design

C. Service transition

D. Service operation

Which of the following would NOT be contained in a release policy?

A. Naming and numbering conventions

B. Entry and exit criteria of the release into testing

C. Roles and responsibilities for the release

D. The risk register for the release

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

A. The service level management

B. The IT service continuity management

C. The service catalogue management

D. The supplier management

Which of the following are the MAIN objectives of incident management?

1.

To automatically detect service-affecting events

2.

To restore normal service operation as quickly as possible

3.

To minimize adverse impacts on business operations

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. All of the above

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 one of the following is the BEST definition of reliability?

A. The availability of a service or component

B. The level of risk that affects a service or process

C. How long a service or configuration item (CI) can perform its function without failing

D. How quickly a service or component can be restored to normal working order

What BEST describes the value of service strategy to the business?

A. It supports the creation of a portfolio of quantified services

B. It reduces the effort spent on managing test and pilot environments

C. It improves the control of service assets and configurations

D. It provides quick and effective access to standard services

How should entries in the CSI register be categorized?

A. Based on priority, urgency and impact to the business and to all its stakeholders

B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term

C. Based on IT service name, cost to the business and expected outcomes to the customer

D. Based on best improvement opportunities in the organization to achieve a competitive advantage

What is a characteristic of a process?

A. It requires a specific tool

B. It is performance driven and measureable

C. It provides generic technical skills and resources

D. It does not react to a specific trigger