ITILF Free Practice Test

Where should the following information be stored?
1: The experience of staff
2: Records of user behaviour
3: Supplier's abilities and requirements
4: User skill levels

1. A. The forward schedule of change
2. B. The service portfolio
3. C. A configuration management database (CMDB)
4. D. The service knowledge management system (SKMS)

Correct Answer: D

The consideration of value creation is a principle of which stage of the service lifecycle?

1. A. Continual service improvement
2. B. Service strategy
3. C. Service design
4. D. Service transition

Correct Answer: B

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

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

Correct Answer: C

Who is responsible for defining metrics for change management?

1. A. The change management process owner
2. B. The change advisory board (CAB)
3. C. The service owner
4. D. The continual service improvement manager

Correct Answer: A

Which of these would fall outside the scope of a typical service change management process?

1. A. A change to a contract with a supplier
2. B. A firmware upgrade to a server that is only used for IT Service Continuity purposes
3. C. An urgent need to replace a CPU to restore a service during an incident
4. D. A change to a business process that depends on IT Services

Correct Answer: D