ITILF

ITILF practice questions, page 13 of 22, with answer review and explanations.

Question 61

What is the PRIMARY process for strategic communication with the service provider's customers?

  1. Service catalogue management
  2. Service portfolio management
  3. Service desk
  4. Business relationship management

Question 62

Which one of the following is NOT an aim of the change management process?

  1. To ensure the impact of changes are understood
  2. To ensure that changes are recorded and evaluated
  3. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
  4. To deliver and manage IT services at agreed levels to business users

Question 63

What are customers of IT services who work in the same organization as the service provider known as?

  1. Strategic customers
  2. External customers
  3. Valued customers
  4. Internal customers

Question 64

Access management is closely related to which other process?

  1. Capacity management only
  2. 3rd line support
  3. Information security management
  4. Change management

Question 65

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

  1. Service strategy
  2. Service design
  3. Service transition
  4. Service operation