ITILF Free Practice Test

Which one of the following is NOT an aim of the change management process?

1. A. To ensure the impact of changes are understood
2. B. To ensure that changes are recorded and evaluated
3. C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
4. D. To deliver and manage IT services at agreed levels to business users

Correct Answer: D

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

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

Correct Answer: A

When can a known error record be raised?
(1) At any time it would be useful to do so
(2) After a workaround has been found

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

Correct Answer: D

Which of the following statements describes the objectives of service asset and configuration management?
1: To identify, control, report and verify service assets and configuration items (CIs)
2: To account for, manage and protect the integrity of service assets and configuration items
3: To establish and maintain an accurate and complete configuration management system
4: To document all security controls together with their operation and maintenance

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

Correct Answer: A

Reference:.http://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicetransition/s ervice_asset/ITIL_guide to SA and CM management pdf.(see 'The purpose and objectives of service asset and configuration management; first and second bullet)

Which of the following activities are helped by recording relationships between Configuration Items (CIs)?
1) Assessing the impact and cause of Incidents and Problems
2) Assessing the impact of proposed Changes
3) Planning and designing a Change to an existing service
4) Planning a technology refresh or software upgrade

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

Correct Answer: B