Free ITIL-F – ITIL Foundation Practice Test Question

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  All of the above

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  1 and 3 only

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  1 and 2 only

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  2 and 3 only
  

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  To identify patterns of business activity

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  To ensure high levels of customer satisfaction

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  To secure funding to manage the provision of services

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  To ensure strategic plans for IT services exist
  

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  A service level agreement (SLA.

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  A request for change (RFC.

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  The service portfolio

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  A service description
  
  

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  Negotiating and agreeing service level agreement

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  Negotiating and agreeing operational level agreements

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  Ensuring that the service catalogue is made available to those approved to access it

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  Only ensuring that adequate technical resources are available
  

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  Supplier management and service level management

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  Supplier management and change management

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  Availability management and service level management

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  Supplier management and availability management
  

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  It supports the creation of a portfolio of quantified services

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  It results in gradual improvement in cost effectiveness

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  It improves governance by building controls into service designs

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  It provides quick and effective access to standard services
  
  

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  PBA are based on organizational roles and responsibilities

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  IT service providers CANNOT schedule changes until they understand PBA

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  Demand for the services delivered by service providers are directly influenced by PBA

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  Understanding PBA is the only way to enable accurate service level reporting
  

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  As many as necessary to complete the activity

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  Only one - the process owner

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  Two - the process owner and the process enactor

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  Only one - the process architect
  

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  Standards

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  Technology

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  Academic research

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  Internal experience
  

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  Allows higher volumes of successful change

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  Reduction in unplanned costs through optimized handling of service outages

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  Reduction in the duration and frequency of service outages

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  Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
  

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  The service level management

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  The IT service continuity management

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  The service catalogue management

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  The supplier management
  

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  Service portfolio management

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  Information security management

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  Change management

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  Problem management
  
  

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  Suppliers, manufacturers and vendors

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  Customers

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  Internal departments

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  The facilities management function
  

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  1 and 2 only

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  3 only

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  1 and 3 only

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  All of the above
  

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  People, process, partners, performance

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  Performance, process, products, problems

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  People, process, products, partners

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  People, products, perspective, partners