ITILF Free Practice Test

Which one of the following is NOT a valid purpose or objective of problem management?

1. A. To prevent problems and resultant incidents
2. B. To manage problems throughout their lifecycle
3. C. To restore service to a user
4. D. To eliminate recurring incidents

Correct Answer: C

Contracts relating to an outsourced Data Centre would be managed by?

1. A. Service Desk
2. B. IT Operations Control
3. C. Technical Management
4. D. Facilities Management

Correct Answer: D

Which of the following statements about standard changes are CORRECT?
1: The approach is pre-authorized
2: The risk is usually low and well understood
3: Details of the change will be recorded
4: Some standard changes will be triggered by the request fulfilment process

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

Correct Answer: D

Which of the following is the BEST definition of an Incident?

1. A. A warning that a threshold has been reached, something has changed, or a failure has occurred
2. B. An unplanned interruption to an IT service or reduction in the quality of an IT service
3. C. A change of state which has significance for the management of a Configuration Item or IT Service
4. D. Loss of ability to operate to specification, or to deliver the required output

Correct Answer: B

What is the definition of an Alert?

1. A. An error message to the user of an application
2. B. An audit report that indicates areas where IT is not performing according to agreed procedures
3. C. A warning that a threshold has been reached or that something has changed
4. D. A type of Incident

Correct Answer: C