ITILF Free Practice Test

Which of the following models would be MOST useful in helping to define an organizational structure?

1. A. RACI model
2. B. Service Model
3. C. Continual Service improvement (CSI) mode
4. D. The Deming Cycle

Correct Answer: A

Which of the following do Technology metrics measure?

1. A. Components
2. B. Processes
3. C. The end to end service
4. D. Customer satisfaction

Correct Answer: A

A process owner has been identified with an ??I?? in a RACI matrix. Which one of the following would be expected of them?

1. A. Be accountable for the outcome of an activity
2. B. Perform an activity
3. C. Be kept up-to-date on the progress of an activity
4. D. Manage an activity

Correct Answer: C

Which of the following would be defined as part of every process?
1) Roles
2) Activities
3) Functions
4) Responsibilities

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

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