ITILF Free Practice Test

Who owns the specific costs and risks associated with providing a service?

1. A. The Service Provider
2. B. The Service Level Manager
3. C. The Customer
4. D. The Finance department

Correct Answer: A

Major Incidents require:

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

Correct Answer: D

Which of the following is the goal or purpose of service level management?

1. A. To carry out the service operations activities needed to support current IT services
2. B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
3. C. To create and populate a service catalogue
4. D. To ensure that an agreed level of IT service is provided for all current IT services

Correct Answer: D

Which of the following statements is CORRECT?

1. A. IT Service Continuity Management can only take place once Business Continuity Management has been established
2. B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
3. C. Business Continuity Management and IT Service Continuity Management must be established at the same time
4. D. IT Service Continuity Management is not required when IT is outsourced to a third party provider

Correct Answer: B

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

1. A. Do
2. B. Perform
3. C. Implement
4. D. Measure

Correct Answer: A