ITILF

ITILF practice questions, page 21 of 22, with answer review and explanations.

Question 101

Which one of the following generates demand for services?

  1. Infrastructure trends
  2. Patterns of business activity (PBA)
  3. Cost of providing support
  4. Service level agreements (SLA)

Question 102

Which one of the following is an objective of service transition?

  1. To negotiate service levels for new services
  2. To ensure that service changes create the expected business value
  3. To minimize the impact of service outages on day-to-day business activities
  4. To plan and manage entries in the service catalogue

Question 103

Which one of the following is the BEST definition of an event?

  1. Any change of state that has significance for the management of a configuration item (CI) or IT service
  2. An unplanned interruption to an IT service or a reduction in the quality of an IT service
  3. The unknown cause of one or more incidents that have an impact on an IT service
  4. Reducing or eliminating the cause of an incident or problem

Question 104

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

  1. To decide how IT will engage with suppliers during the service lifecycle
  2. To proactively prevent all outages to IT services
  3. To design and build processes which will meet business needs
  4. To deliver and manage IT services at agreed levels to business users and customers

Question 105

Which one of the following is the BEST description of a major incident?

  1. An incident which is so complex that it requires root cause analysis before a workaround can be found
  2. An incident which requires a large number of people to resolve
  3. An incident logged by a senior manager
  4. An incident which has a high priority or a high impact on the business