ITILF Free Practice Test

Which of the following are types of service defined in ITIL?
1: Enabling
2: Core
3: Enhancing
4: Computer

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

Correct Answer: D
Reference: http://books.google.com.pk/books?id=xeDemWEIspQC&pg=PA14&lpg=PA14&dq=ITIL+typ es+of+services+enabling+core+enhancing&source=bl&ots=BD_PYvN87y&sig=dZ6y0vHgk LbXPiHdG0fCvH_D9Eg&hl=en&sa=X&ei=qjQ-Ue3SO4SHParWgYAH&redir_esc=y#v=onepage&q=ITIL types of services enabling core enhancing&f=false

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

1. A. Incidents can only be reported by users
2. B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
3. C. All calls to the service desk must be logged as incidents
4. D. Incidents reported by technical staff must also be logged as problems

Correct Answer: B

Which of the following CANNOT be stored and managed by a tool?

1. A. Knowledge
2. B. Data
3. C. Information
4. D. Wisdom

Correct Answer: D

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

1. A. Change proposal
2. B. Change policy
3. C. Service request
4. D. Risk register

Correct Answer: A

Which of the following statements is CORRECT?

1. A. The CMS is part of the Configuration Management Data Base (CMDB)
2. B. The KEDB and the CMS form part of the larger SKMS
3. C. The Service Knowledge Management System (SKMS) is part of the CMS
4. D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

Correct Answer: B