ITILF Free Practice Test

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

1. A. An SLA is legally binding, an OLA is a best efforts agreement
2. B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
3. C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets
4. D. An SLA is with an external customer, an OLA is with an internal customer

Correct Answer: A

How many people should be accountable for a process as defined in the RACI model?

1. A. As many as necessary to complete the activity
2. B. Only one - the process owner
3. C. Two - the process owner and the process enactor
4. D. Only one - the process architect

Correct Answer: B

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

1. A. Technology, Customer, User
2. B. Corporate, Customer, Service
3. C. Corporate, Customer, Technology
4. D. Service, User, IT

Correct Answer: B

Which Function would provide staff to monitor events in a Network Operations Centre?

1. A. IT Operations Management
2. B. Applications Management
3. C. Service Desk
4. D. Technical Management

Correct Answer: A

What is the definition of an Alert?

1. A. A type of Incident
2. B. A warning that a threshold has been reached or that something has changed
3. C. An error message to the user of an application
4. D. An audit report that indicates areas where IT is not performing according to agreed procedures

Correct Answer: B