ITILF Free Practice Test

Which one of the following is the purpose of service level management?

1. A. To carry out the service operations activities needed to support current IT services
2. B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
3. C. To create and populate a service catalogue
4. D. To ensure that an agreed level of IT service is provided for all current IT services

Correct Answer: D

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

1. A. Where are we now?
2. B. Where do we want to be?
3. C. How do we get there?
4. D. Did we get there?

Correct Answer: B

Which of the following provides resources to resolve operational and support issues during Release and Deployment?

1. A. Early Life Support
2. B. Service Test Manager
3. C. Evaluation
4. D. Release Packaging and Build Manager

Correct Answer: A

Which one of the following would NOT be defined as part of every process?

1. A. Roles
2. B. Inputs and outputs
3. C. Functions
4. D. Metrics

Correct Answer: C

Which of the following does the Availability Management process include?
1: Ensuring services are able to meet availability targets
2: Monitoring and reporting actual availability
3: Improvement activities, to ensure that services continue to meet or exceed their availability goals

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

Correct Answer: B