ITILF Free Practice Test

What is the Service Pipeline?

1. A. All services that are at a conceptual or development stage
2. B. All services except those that have been retired
3. C. All services that are contained within the Service Level Agreement (SLA)
4. D. All complex multi-user services

Correct Answer: A

Which one of the following are the two primary elements that create value for customers?

1. A. Value on investment (VOI) and return on investment (ROI)
2. B. Customer and user satisfaction
3. C. Service requirements and warranty
4. D. Resources and capabilities

Correct Answer: D

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

1. A. The utility of a service
2. B. The warranty of a service
3. C. The economic value of a service
4. D. Return on investment

Correct Answer: A

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

1. A. Employers
2. B. Stakeholders
3. C. Regulators
4. D. Accreditors

Correct Answer: B

Which of these recommendations is good practice for Service Level Management?
1) Include legal terminology in Service Level Agreements (SLAs)
2) It is NOT necessary to be able to measure all the targets in an SLA

1. A. 1 only
2. B. 2 only
3. C. Both of the above
4. D. Neither of the above

Correct Answer: D