ITILF Free Practice Test

Which of the following is the correct definition of an outcome?

1. A. The results specific to the clauses in a service level agreement (SLA)
2. B. The result of carrying out an activity, following a process or delivering an IT service
3. C. All the accumulated knowledge of the service provider
4. D. All incidents reported to the service desk

Correct Answer: B

Which of the following is NOT a source of best practice?

1. A. Standards
2. B. Technology
3. C. Academic research
4. D. Internal experience

Correct Answer: B

The remediation plan should be evaluated at what point in the change lifecycle?

1. A. Before the change is approved
2. B. Immediately after the change has failed and needs to be backed out
3. C. After implementation but before the post implementation review
4. D. After the post implementation review has identified a problem with the change

Correct Answer: A

What does a service always deliver to customers?

1. A. Applications
2. B. Infrastructure
3. C. Value
4. D. Resources

Correct Answer: C

Which of the following BEST describes the purpose of access management?

1. A. To provide a channel for users to request and receive standard services
2. B. Provides the rights for users to be able to use a service or group of services
3. C. To prevent problems and resulting Incidents from happening
4. D. To detect security events and make sense of them

Correct Answer: B