ITILFND Online Practice Questions and Answers

Which is a key requirement for a successful service level agreement?

A. It should be written in legal language

B. It should be simply written and easy to understand

C. It should be based on the service provider's view of the service

D. It should relate to simple operational metrics

Which is included in the purpose of the `service level management' practice?

A. To maximize the number of successful service and product changes

B. To ensure accurate information about the configuration of services is available

C. To set clear business-based targets for service levels

D. To ensure that suppliers and their performance are managed appropriately

Which one of the following functions would be responsible for the management of a data centre?

A. Technical management

B. Service desk

C. Application management

D. Facilities management

Which of the following is the correct definition of an outcome?

A. The results specific to the clauses in a service level agreement (SLA)

B. The result of carrying out an activity, following a process or delivering an IT service

C. All the accumulated knowledge of the service provider

D. All incidents reported to the service desk

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

A. Continual service improvement

B. Service operation

C. Service strategy

D. Service design

Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

A. IT management

B. Service desk manager

C. Business management

D. The change manager

Which statement about the `four Ps" of service design is CORRECT?

A. Processes refers to skills and training

B. Partners refers to suppliers and vendors

C. People refers to technology and tools

D. Products refers to procedures and metrics

What does the 'service request management' practice depend on for maximum efficiency?

A. Self-service tools

B. Compliments and complaints

C. Processes and procedures

D. Incident management

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

A. Problem management

B. Incident management

C. Deployment management

D. Supplier management

Which is the definition of an IT asset?

A. Any financially valuable component that contributes to a service

B. Any request from a user that is a normal part of service delivery

C. Any component that needs to be managed to deliver a service

D. Any change of state that has significance for the management of a service