ITILF Free Practice Test

In which of the following should details of a workaround be documented?

1. A. The service level agreement (SLA)
2. B. The problem record
3. C. The availability management information system
4. D. The IT service plan

Correct Answer: B

In the phrase "People, Processes, Products and Partners". Products refers to:

1. A. IT Infrastructure and Applications
2. B. Services, technology and tools
3. C. Goods provided by third parties to support the IT Services
4. D. All assets belonging to the Service Provider

Correct Answer: B

Which one of the following do major incidents require?

1. A. Separate procedures
2. B. Less urgency
3. C. Longer timescales
4. D. Less documentation

Correct Answer: A

Which process will regularly analyze incident data to identify discernable trends?

1. A. Service Level Management
2. B. Problem Management
3. C. Change Management
4. D. Event Management

Correct Answer: B

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

1. A. Continual Service Improvement
2. B. Service Transition
3. C. Service Design
4. D. Service Operation

Correct Answer: D