ITILF Free Practice Test

In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:

1. A. Only manage Incidents effectively through 1st and 2nd line
2. B. Only manage Incidents effectively through the 1st line
3. C. Only manage Incidents effectively at the 3rd line
4. D. Manage Incidents effectively through 1st, 2nd and 3rd line

Correct Answer: D

Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?

1. A. Definitive Media Library
2. B. Definitive Software Store
3. C. Service Knowledge Management System
4. D. Software Secure Library

Correct Answer: A

Which process is responsible for discussing reports with customers showing whether services have met their targets?

1. A. Continual service improvement
2. B. Change management
3. C. Service level management
4. D. Availability management

Correct Answer: C

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

1. A. An SLA is legally binding, an OLA is a best efforts agreement
2. B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
3. C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets
4. D. An SLA is with an external customer, an OLA is with an internal customer

Correct Answer: A

Which of the following are objectives of Service Design?
1) Design Services to satisfy business objectives.
2) Identify and manage risk.
3) Design effective and efficient processes
4) Design a secure and resilient IT infrastructure.

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

Correct Answer: D