ITILF Free Practice Test

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

1. A. A capacity database
2. B. A definitive media library
3. C. A request for change
4. D. A known error database

Correct Answer: D

Which of the following processes are performed by the service desk?
1: Capacity management
2: Request fulfillment
3: Demand management
4: Incident management

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

Correct Answer: C

Which of the following is NOT an objective of the Operations Management function?

1. A. Swift application of skills to diagnose any IT Operations failures that occur
2. B. Regular scrutiny and improvements to achieve improved service at reduced costs
3. C. First line Incident investigation and diagnosis logged by users
4. D. Maintenance of status quo to achieve stability of day to day processes and activities

Correct Answer: C

Which one of the following is the BEST description of a major incident?

1. A. An incident which is so complex that it requires root cause analysis before a workaround can be found
2. B. An incident which requires a large number of people to resolve
3. C. An incident logged by a senior manager
4. D. An incident which has a high priority or a high impact on the business

Correct Answer: D

Which of the following is NOT an example of Self-Help capabilities?

1. A. Requirement to always call the service desk for service requests
2. B. Menu-driven range of self help and service requests
3. C. Web front-end
4. D. A direct interface into the back end process handling software

Correct Answer: A