ITILF Free Practice Test

Which of the following statements about incident reporting and logging is CORRECT?

1. A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
2. B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal servic
3. C. This includes technical staff
4. D. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
5. E. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

Correct Answer: B

What are the three service provider business models?

1. A. Internal service provider, outsourced 3rd party and off-shore party
2. B. Internal service operations provider, external service operations provider, shared service unit
3. C. Internal service provider, external service provider, outsourced 3rd party
4. D. Internal service provider, external service provider, shared service unit

Correct Answer: D

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

1. A. Availability management
2. B. Capacity management
3. C. Business relationship management
4. D. Service catalogue management

Correct Answer: C

What is the Service Pipeline?

1. A. All services that are at a conceptual or development stage
2. B. All services except those that have been retired
3. C. All services that are contained within the Service Level Agreement (SLA)
4. D. All complex multi-user services

Correct Answer: A

What are customers of IT services who work in the same organization as the service provider known as?

1. A. Strategic customers
2. B. External customers
3. C. Valued customers
4. D. Internal customers

Correct Answer: D