ITILF Free Practice Test

Which areas of service management can benefit from automation?
1: Design and modeling
2: Reporting
3: Pattern recognition and analysis
4: Detection and monitoring

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

Correct Answer: D

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

The MAIN purpose of the Service Portfolio is to describe services in terms of?

1. A. Business Value
2. B. Functionality
3. C. IT Assets
4. D. Service Level Requirements

Correct Answer: A

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

What are the categories of event described in the ITIL service operation book?

1. A. Informational, scheduled, normal
2. B. Scheduled, unscheduled, emergency
3. C. Informational, warning, exception
4. D. Warning, reactive, proactive

Correct Answer: C