Free ITIL Foundation Certification - IT Service Management Practice Questions

A.  

The service level management

B.  

The IT service continuity management

C.  

The service catalogue management

D.  

The supplier management

A.  

The change authorization board

B.  

The change advisory board

C.  

The change implementer

D.  

The change manager

A.  

To establish trends for use in problem management and other IT service management (ITSM) activities

B.  

To ensure service levels are met and breaches of agreements are avoided

C.  

To enable the incident management database to be partitioned for greater efficiency

D.  

To identify whether the user is entitled to log an incident for this particular service

A.  

Continual service improvement

B.  

Change management

C.  

Service level management

D.  

Availability management

A.  

2 only

B.  

1 only

C.  

Neither of the above

D.  

Both of the above

A.  

The ability to keep services highly available to meet the business needs

B.  

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

C.  

A complete set of all the documentation required to deliver world class services to customers

D.  

An internationally recognized methodology to provide valuable services to customers

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.  

All of the above

B.  

1 and 3 only

C.  

1 and 2 only

D.  

2 and 3 only

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.  

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