ITILF Free Practice Test

In terms of adding value to the business, which one of the following describes service operation s contribution?

1. A. The cost of the service is designed, predicted and validated
2. B. Measures for optimization are identified
3. C. Service value is modeled
4. D. Service value is visible to customers

Correct Answer: D

Which of the following activities are performed by a service desk?
1: Logging details of incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Implementing all standard changes

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

Correct Answer: B

In which of the following should details of a workaround be documented?

1. A. The service level agreement (SLA)
2. B. The problem record
3. C. The availability management information system
4. D. The IT service plan

Correct Answer: B

Which of the following CANNOT be stored and managed by a tool?

1. A. Data
2. B. Wisdom
3. C. Information
4. D. Knowledge

Correct Answer: B

Which of the following are classed as stakeholders in service management?
1: Customers
2: Users
3: Suppliers

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

Correct Answer: A