ITILF

ITILF practice questions, page 12 of 22, with answer review and explanations.

Question 56

What are underpinning contracts used to document?

  1. The provision of IT services or business services by a service provider
  2. The provision of goods and services by third party suppliers
  3. Service levels that have been agreed between the internal service provider and their customer
  4. Metrics and critical success factors (CSFs) for internal support teams

Question 57

In which document would you expect to see an overview of actual service achievements against targets?

  1. Operational level agreement(OLA)
  2. Capacity plan
  3. Service level agreement(SLA)
  4. SLA monitoring chart(SLAM)

Question 58

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

  1. The IT director
  2. The process owner
  3. The service owner
  4. The customer

Question 59

Which process is responsible for ensuring that appropriate testing takes place?

  1. Knowledge management
  2. Release and deployment management
  3. Service asset and configuration management
  4. Service level management

Question 60

Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To identify customer needs and ensure that the service provider is able to meet

  1. Both of the above
  2. 1 only
  3. 2 only
  4. Neither of the above