ITILF Free Practice Test

To add value to the business, what are the four reasons to monitor and measure?

1. A. Evaluate; Diagnose; Justify; Intervene
2. B. Validate; Direct; Justify; Improve
3. C. Validate; Direct; Justify; Intervene
4. D. Evaluate; Direct; Justify; Improve

Correct Answer: C

Which of the following statements is INCORRECT?

1. A. The SKMS is part of the Configuration Management System (CMS)
2. B. The SKMS can include data on the performance of the organization
3. C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
4. D. The SKMS can include user skill levels

Correct Answer: A

What is a RACI model used for?

1. A. Performance analysis
2. B. Recording configuration items
3. C. Monitoring services
4. D. Defining roles and responsibilities

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

Which process would maintain policies, standards and models for service transition activities and processes?

1. A. Change management
2. B. Capacity management
3. C. Service transition planning and support
4. D. Release management

Correct Answer: C