ITILF Free Practice Test

Which of these statements about resources and capabilities is CORRECT?

1. A. Resources are types of service asset and capabilities are not
2. B. Resources and capabilities are both types of service asset
3. C. Capabilities are types of service asset and resources are not
4. D. Neither capabilities nor resources are types of service asset

Correct Answer: B

Which of the following areas would technology help to support during the service lifecycle?
1: Data mining and workflow
2: Measurement and reporting
3: Release and deployment
4: Process design

1. A. 2, 3 and 4 only
2. B. 1, 3 and 4 only
3. C. 1, 2 and 3 only
4. D. All of the above

Correct Answer: D

Which process is responsible for providing the rights to use an IT service?

1. A. Incident management
2. B. Access management
3. C. Change management
4. D. Request fulfillment

Correct Answer: B

Which of the following is NOT an objective of request fulfillment?

1. A. To provide information to users about what services are available and how to request them
2. B. To update the service catalogue with services that may be requested through the service desk
3. C. To provide a channel for users to request and receive standard services
4. D. To source and deliver the components of standard services that have been requested

Correct Answer: B

Which of the following statements is CORRECT?
1: The only phase of the Service Management Lifecycle where value can be measured is Service Operation
2: All of the phases of the lifecycle are concerned with the value of IT services

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

Correct Answer: C