ITILF Free Practice Test

Which one of the following is an objective of service transition?

1. A. To negotiate service levels for new services
2. B. To ensure that service changes create the expected business value
3. C. To minimize the impact of service outages on day-to-day business activities
4. D. To plan and manage entries in the service catalogue

Correct Answer: B

Which one of the following is the BEST description of a service level agreement (SLA)?

1. A. The part of a contract that specifies the responsibilities of each party
2. B. An agreement between the service provider and an internal organization
3. C. An agreement between a service provider and an external supplier
4. D. An agreement between the service provider and their customer

Correct Answer: D

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

1. A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
2. B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
3. C. Produce and maintain all necessary Service Transition packages
4. D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

Correct Answer: C

Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?

1. A. RACI model
2. B. Incident model
3. C. Continual service improvement (CSI) model
4. D. The Deming Cycle

Correct Answer: A

What should a service always deliver to customers?

1. A. Applications
2. B. Infrastructure
3. C. Value
4. D. Resources

Correct Answer: C