ITILF Free Practice Test

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

1. A. Training in risk management for all staff and identification of risks
2. B. Identification of risk, analysis and management of the exposure to risk
3. C. Control of exposure to risk and investment of capital
4. D. Training of all staff and investment of capital

Correct Answer: B

Service Acceptance criteria are used to?

1. A. Ensure the design stage of the Lifecycle
2. B. Ensure Portfolio Management is in place
3. C. Ensure delivery and support of a service
4. D. Ensure service Key Performance Indicators (KPIs) are reported

Correct Answer: C

Which of the following statements correctly states the relationship between urgency, priority and impact?

1. A. Impact, priority and urgency are independent of each other
2. B. Urgency should be based on impact and priority
3. C. Impact should be based on urgency and priority
4. D. Priority should be based on impact and urgency

Correct Answer: D

Which of the following is the best definition of service management?

1. A. The ability to keep services highly available to meet the business needs
2. B. A set of specialized organizational capabilities for providing value to customers in the form of services
3. C. A complete set of all the documentation required to deliver world class services to customers
4. D. An internationally recognized methodology to provide valuable services to customers

Correct Answer: B

Which of the following should be available to the Service Desk?
1: Known Error Data
2: Change Schedules
3: Service Knowledge Management System
4: The output from monitoring tools

1. A. 1,2 and 3 only
2. B. 1,2 and4 only
3. C. 2,3 and 4 only
4. D. All of the above

Correct Answer: D