ITILF Free Practice Test

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

1. A. The Service Desk Manager
2. B. The Service Manager
3. C. The Request Fulfillment Process Manager
4. D. The Request Fulfillment Process Owner

Correct Answer: D

With which process is problem management likely to share categorization and impact coding systems?

1. A. Incident management
2. B. Service asset and configuration management
3. C. Capacity management
4. D. IT service continuity management

Correct Answer: A

Customer perceptions and business outcomes help lo define what?

1. A. The value off a service
2. B. Governance
3. C. Total cost of ownership (TCO)
4. D. Key performance indicators (KPIs)

Correct Answer: A

Reference: http://www.cbronline.com/news/axios_flags_need_for_itil_based_service_value_managem ent_250909

Which of the following activities would be performed by a process manager?
1: Monitoring and reporting on process performance
2: Identifying improvement opportunities
3: Appointing people to required roles

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