ITILF Free Practice Test

Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

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

Correct Answer: A

Which of these recommendations is best 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. 2only
3. C. Both of the above
4. D. Neither of the above

Correct Answer: D

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

1. A. To decide how IT will engage with suppliers during the service lifecycle
2. B. To proactively prevent all outages to IT services
3. C. To design and build processes that will meet business needs
4. D. To deliver and manage IT services at agreed levels to business users and customers

Correct Answer: D

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

1. A. Service Operation
2. B. Capacity Management
3. C. Service Design
4. D. Availability Management

Correct Answer: A

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

1. A. An agreement with an individual customer group, covering all the services that they use
2. B. An agreement that covers one service for a single customer
3. C. An agreement that covers service specific issues in a multi-level SLA structure
4. D. An agreement that covers one service for all customers of that service

Correct Answer: D