ITILF Free Practice Test

Hierarchic escalation is BEST described as?

1. A. Notifying more senior levels of management about an incident
2. B. Passing an incident to people with a greater level of technical skill
3. C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
4. D. Failing to meet the incident resolution times specified in a service level agreement

Correct Answer: A

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

1. A. Service strategy
2. B. Service transition
3. C. Service operation
4. D. Continual service improvement

Correct Answer: C

Which processes are responsible for the regular review of underpinning contracts?

1. A. Supplier management and service level management
2. B. Supplier management and change management
3. C. Availability management and service level management
4. D. Supplier management and availability management

Correct Answer: A

Which process would be used to compare the value that newer services have offered over those they have replaced?

1. A. Availability management
2. B. Capacity management
3. C. Service portfolio management
4. D. Service catalogue management

Correct Answer: C

Which of the following statements about communication within Service Operation are CORRECT?
1: All communication must have an intended purpose or resultant action
2: Communication should not take place without a clear audience

1. A. 1 only
2. B. 2 only
3. C. Both of the above
4. D. None of the above

Correct Answer: C