ITILF Free Practice Test

Which of the following service desk organizational structures are described in service operation?
1: Local service desk
2: Virtual service desk
3: IT help desk
4: Follow the sun

1. A. 1, 2 and 4 only
2. B. 2, 3 and 4 only
3. C. 1, 3 and 4 only
4. D. 1, 2 and 3 only

Correct Answer: A

Which one of the following functions would be responsible for the management of a data centre?

1. A. Technical management
2. B. Service desk
3. C. Application management
4. D. Facilities management

Correct Answer: D

The BEST processes to automate are those that are:

1. A. Carried out by Service Operations
2. B. Carried out by lots of people
3. C. Critical to the success of the business mission
4. D. Simple and well understood

Correct Answer: D

Effective release and deployment management enables the service provider to add value to the business by?

1. A. Ensuring that all assets are accounted for
2. B. Ensures that the fastest servers are purchased
3. C. Delivering change, faster and at optimum cost and minimized risk
4. D. Verifying the accuracy of all items in the configuration management database

Correct Answer: C

Which one of the following can help determine the level of impact of a problem?

1. A. Definitive media library (DML)
2. B. Configuration management system (CMS)
3. C. Statement of requirements (SOR)
4. D. Standard operating procedures (SOP)

Correct Answer: B