ITILF Free Practice Test

Which of the following is MOST concerned with the design of new or changed services?

1. A. Change management
2. B. Service transition
3. C. Service strategy
4. D. Service design

Correct Answer: D

To add value to the business, what are the four reasons to monitor and measure?

1. A. Validate; Direct; Justify; Improve
2. B. Evaluate; Diagnose; Justify; Intervene
3. C. Validate; Direct; Justify; Intervene
4. D. Evaluate; Direct; Justify; Improve

Correct Answer: C

Which of the following provide value to the business from service strategy?
1: Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Reduction in the duration and frequency of service outages

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: C

From the perspective of the service provider, who is the person or group that agrees their service targets?

1. A. The user
2. B. The customer
3. C. The supplier
4. D. The administrator

Correct Answer: B

Remediation planning is BEST described in which of the following ways?

1. A. Planning how to recover the cost of a change
2. B. Planning the steps required to be taken if a change is unsuccessful
3. C. Planning how to compensate a user for a failed change
4. D. Planning how to advise the change requestor of a failed change

Correct Answer: B