ITILF Free Practice Test

Order the following continual service improvement (CSI) implementation steps into the
correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
1) Allocate roles and responsibilities to work on CSI initiatives.
2) Measure and review that the CSI plan is executed and its objectives are being achieved.
3) Identify the scope, objectives and requirements for CSI.
4) Decision on implementation of further enhancement.

1. A. 3-1-2-4
2. B. 3-4-2-1
3. C. 1-3-2-4
4. D. 2-3-4-1

Correct Answer: A

Which one of the following is an objective of release and deployment management?

1. A. To standardize methods and procedures used for efficient and prompt handling of all changes
2. B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
3. C. To ensure that the overall business risk of change is optimized
4. D. To define and agree release and deployment plans with customers and stakeholders

Correct Answer: D

The difference between service metrics and technology metrics is BEST described as?

1. A. Service metrics measure the end to end service; Technology metrics measure individual components
2. B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
3. C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
4. D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

Correct Answer: A

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

1. A. Categorization
2. B. Detection
3. C. Prioritization
4. D. Escalation

Correct Answer: A

The remediation plan should be evaluated at what point in the change lifecycle?

1. A. Before the change is approved
2. B. Immediately after the change has failed and needs to be backed out
3. C. After implementation but before the post implementation review
4. D. After the post implementation review has identified a problem with the change

Correct Answer: A