ITILF Free Practice Test

How is the Service Catalogue used to add value to the service provider organization?

1. A. Providing a central source of information on the IT services delivered
2. B. Showing the business impact of a change
3. C. Displaying the relationships between configuration items
4. D. To predict the root cause of issues in the IT infrastructure

Correct Answer: A

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

1. A. The ITIL Complementary Guidance
2. B. The Service Support book
3. C. Pocket Guides
4. D. The Service Strategy book

Correct Answer: A

Which statement BEST represents the guidance on incident logging?

1. A. Incidents must only be logged if a resolution is not immediately available
2. B. Only incidents reported to the service desk can be logged
3. C. All incidents must be fully logged
4. D. The service desk decide which incidents to log

Correct Answer: C

Which one of the following activities does application management perform?

1. A. Defining where the vendor of an application should be located
2. B. Ensuring that the required functionality is available to achieve the required business outcome
3. C. Deciding who the vendor of the storage devices will be
4. D. Agreeing the service levels for the service supported by the application

Correct Answer: B

Which one of the following is the BEST description of a major incident?

1. A. An incident which is so complex that it requires root cause analysis before a workaround can be found
2. B. An incident which requires a large number of people to resolve
3. C. An incident logged by a senior manager
4. D. An incident which has a high priority or a high impact on the business

Correct Answer: D