Free ITIL Foundation Certification - IT Service Management Practice Questions

A.  

Intrusion detection

B.  

Recording and monitoring environmental conditions in the data centre

C.  

Recording service desk staff absence

D.  

Monitoring the status of configuration items

A.  

The service portfolio includes all services except those managed by third parties

B.  

It is an integral part of the service catalogue

C.  

It allows the organization unlimited resources when planning for new service deployments

D.  

It represents all resources presently engaged or being released in various stages of the service lifecycle

A.  

To provide information to users about what services are available and how to request them

B.  

To update the service catalogue with services that may be requested through the service desk

C.  

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

D.  

To source and deliver the components of standard services that have been requested

A.  

Change management

B.  

Service catalogue management

C.  

Supplier management

D.  

Release and deployment management

A.  

Incident management

B.  

Service asset and configuration management

C.  

Capacity management

D.  

IT service continuity management

A.  

A service object

B.  

An incident

C.  

A change

D.  

A known error

A.  

1, 3 and 4 only

B.  

2, 3 and 4 only

C.  

1, 2 and 4 only

D.  

1, 2 and 3 only

A.  

The service level agreement (SLA)

B.  

The problem record

C.  

The availability management information system

D.  

The IT service continuity plan

A.  

Value on investment (VOI) and return on investment (ROI)

B.  

Customer and user satisfaction

C.  

Service requirements and warranty

D.  

Resources and capabilities

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