ITIL-F Practice Questions

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