ITILF Free Practice Test

Which of the following CANNOT be stored and managed by a tool?

1. A. Data
2. B. Knowledge
3. C. Wisdom
4. D. Information

Correct Answer: C

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

1. A. Service level management
2. B. Service catalogue management
3. C. Demand management
4. D. Service transition

Correct Answer: B

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

1. A. Business Objectives, IT Objectives, Process Metrics
2. B. Process Models, Goals and Objectives
3. C. Vision and Strategy, Tactical Goals and Operational Goals
4. D. Business and IT Strategy and Process Definitions

Correct Answer: C

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

1. A. Strategic customers
2. B. External customers
3. C. Valued customers
4. D. Internal customers

Correct Answer: B

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

1. A. Service level management
2. B. Service portfolio management
3. C. Request fulfilment
4. D. Demand management

Correct Answer: C