ITIL-F Practice Exam Questions and Answers

A.  

Implementing service and process improvements

B.  

Reviewing measurements and metrics

C.  

Creating a baseline

D.  

Defining measurable targets

A.  

People, process, partners, performance

B.  

Performance, process, products, problems

C.  

People, process, products, partners

D.  

People, products, perspective, partners

A.  

2 and 3 only

B.  

1 and 3 only

C.  

2 and 4 only

D.  

All of the above

A.  

Components

B.  

Processes

C.  

The end-to-end service

D.  

Customer satisfaction

A.  

Suppliers, manufacturers and vendors

B.  

Customers

C.  

Internal departments

D.  

The facilities management function

A.  

Review and analyze Service Level Achievement results

B.  

Identify activities to improve the efficiency of service management processes

C.  

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D.  

Conduct activities to deliver and manage services at agreed levels to business users

A.  

To ensure that a service can be managed and operated in accordance with constraints specified during design

B.  

To design and develop capabilities for service management

C.  

To provide good-quality knowledge and information about services

D.  

To plan the resources required to manage a release

A.  

Change management, service asset and configuration management, release and deployment management

B.  

Change management, capacity management event management, service request management

C.  

Service level management, service portfolio management, service asset and configuration management

D.  

Service asset and configuration management, release and deployment management, request fulfilment

A.  

Both of the above

B.  

Neither of the above

C.  

Option 1 only

D.  

Option 2 only

A.  

To ensure that a service can be managed, operated and supported

B.  

To provide training and certification in project management

C.  

To provide quality knowledge and information about services and service assets

D.  

To plan and manage the capacity and resource requirements to manage a release