ITIL-F Practice Exam Questions and Answers

A.  

Implementing service and process improvements

B.  

Reviewing measurements and metrics

C.  

Creating a baseline

D.  

Defining measurable targets

A.  

People, process, partners, performance

B.  

Performance, process, products, problems

C.  

People, process, products, partners

D.  

People, products, perspective, partners

A.  

2 and 3 only

B.  

1 and 3 only

C.  

2 and 4 only

D.  

All of the above

A.  

Components

B.  

Processes

C.  

The end-to-end service

D.  

Customer satisfaction

A.  

Suppliers, manufacturers and vendors

B.  

Customers

C.  

Internal departments

D.  

The facilities management function

A.  

Review and analyze Service Level Achievement results

B.  

Identify activities to improve the efficiency of service management processes

C.  

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D.  

Conduct activities to deliver and manage services at agreed levels to business users

A.  

To ensure that a service can be managed and operated in accordance with constraints specified during design

B.  

To design and develop capabilities for service management

C.  

To provide good-quality knowledge and information about services

D.  

To plan the resources required to manage a release

A.  

Change management, service asset and configuration management, release and deployment management

B.  

Change management, capacity management event management, service request management

C.  

Service level management, service portfolio management, service asset and configuration management

D.  

Service asset and configuration management, release and deployment management, request fulfilment

A.  

Both of the above

B.  

Neither of the above

C.  

Option 1 only

D.  

Option 2 only

A.  

To ensure that a service can be managed, operated and supported

B.  

To provide training and certification in project management

C.  

To provide quality knowledge and information about services and service assets

D.  

To plan and manage the capacity and resource requirements to manage a release

A.  

The IT director

B.  

The process owner

C.  

The service owner

D.  

The customer

A.  

RACI model

B.  

Incident model

C.  

Continual service improvement (CSI) approach

D.  

The Deming Cycle

A.  

Be accountable for the outcome of an activity

B.  

Perform an activity

C.  

Be kept up-to-date on the progress of an activity

D.  

Manage an activity

A.  

Be accountable for the outcome of an activity

B.  

Perform an activity

C.  

Be kept up-to-date on the progress of an activity

D.  

Manage an activity

A.  

Performance analysis

B.  

Recording configuration items

C.  

Monitoring services

D.  

Defining roles and responsibilities

A.  

Infrastructure trends

B.  

Patterns of business activity (PBA)

C.  

Cost of providing support

D.  

Service level agreements (SLA)

A.  

Do

B.  

Perform

C.  

Implement

D.  

Measure

A.  

Measurement, methods and metrics

B.  

Service design package

C.  

Service portfolio design

D.  

Process definitions

A.  

An issue reported by a user

B.  

The cause of two or more incidents

C.  

A serious incident which has a critical impact to the business

D.  

The cause of one or more incidents

A.  

A capacity database

B.  

A definitive media library

C.  

A request for change

D.  

A known error database

A.  

Knowledge

B.  

Information

C.  

Wisdom

D.  

Data

A.  

Wisdom - Information - Data - Knowledge

B.  

Data - Information - Knowledge - Wisdom

C.  

Knowledge - Wisdom - Information - Data

D.  

Information - Data - Knowledge - Wisdom

A.  

1, 2 and 3 only

B.  

1, 3 and 4 only

C.  

2, 3 and 4 only

D.  

All of the above

A.  

2 and 3 only

B.  

2 and 4 only

C.  

1 and 3 only

D.  

All of the above

A.  

Capacity management

B.  

Change management

C.  

Financial management for IT services

D.  

Availability management

A.  

To provide a channel for users to request and receive standard services

B.  

Provides the rights for users to be able to use a service or group of services

C.  

To prevent problems and resulting Incidents from happening

D.  

To detect security events and make sense of them

A.  

The change authorization board

B.  

The change advisory board

C.  

The change implementer

D.  

The change manager

A.  

1,2 and 3 only

B.  

All of the above

C.  

1 and 3 only

D.  

2 and 4 only

A.  

Service level management

B.  

Service portfolio management

C.  

Request fulfilment

D.  

Demand management

A.  

Service level management

B.  

Problem management

C.  

Change management

D.  

Event management

A.  

Defining where the vendor of an application should be located

B.  

Ensuring that the required functionality is available to achieve the required business outcome

C.  

Deciding who the vendor of storage devices will be

D.  

Agreeing the service levels for the service supported by the application

A.  

The desk is co-located within or physically close to the user community it serves

B.  

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

C.  

The desk provides 24 hour global support

D.  

There is a single desk in one location serving the whole organization

A.  

A function responsible for facilities management and building control systems

B.  

A function that provides hardware repair services for technology involved in the delivery of service to customers

C.  

Senior managers responsible for all staff within the technical support function

D.  

A function that includes providing technical expertise and overall management of the IT infrastructure

A.  

Local

B.  

Centralized

C.  

Outsourced

D.  

Virtual

A.  

Technical management

B.  

Service desk

C.  

Application management

D.  

Facilities management

A.  

Minimizing the impact of incidents that cannot be prevented

B.  

Preventing problems and resulting incidents from happening

C.  

Eliminating recurring incidents

D.  

Restoring normal service operation as quickly as possible

A.  

Change management

B.  

Service portfolio management

C.  

Supplier management

D.  

Continual service improvement

A.  

Service level management

B.  

Financial management

C.  

Demand management

D.  

Risk management

A.  

Change management

B.  

Service catalogue management

C.  

Supplier management

D.  

Release and deployment management

A.  

Separate procedures

B.  

Less urgency

C.  

Longer timescales

D.  

Less documentation

A.  

One which directly supports the business processes of customers

B.  

A service that cannot be allowed to fail

C.  

One which is not covered by a service level agreement

D.  

A service not directly used by the business

A.  

Applications

B.  

Infrastructure

C.  

Value

D.  

Resources

A.  

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B.  

Public frameworks are always cheaper to adopt

C.  

Public frameworks are prescriptive and tell you exactly what to do

D.  

Proprietary knowledge has been tested in a wide range of environments

A.  

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

B.  

A group of interacting, interrelated, 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

A.  

Business services

B.  

Component services

C.  

Supporting services

D.  

Customer services