ITILF

ITILF practice questions, page 3 of 22, with answer review and explanations.

Question 11

What do customer perceptions and business outcomes help to define?

  1. The value of a service
  2. Governance
  3. Total cost of ownership (TCO)
  4. Key performance indicators (KPIs)

Question 12

Which of the following are basic concepts used in access management?

  1. Personnel, electronic, network, emergency, identity
  2. Rights, access, identity, directory services, service/service components
  3. Physical, personnel, network, emergency, service
  4. Normal, temporary, emergency, personal, group

Question 13

Which of these statements about resources and capabilities is CORRECT?

  1. Resources are types of service asset and capabilities are not
  2. Resources and capabilities are both types of service asset
  3. Capabilities are types of service asset and resources are not
  4. Neither capabilities nor resources are types of service asset

Question 14

Within service design, what is the key output handed over to service transition?

  1. Measurement, methods and metrics
  2. Service design package
  3. Service portfolio design
  4. Process definitions

Question 15

What should a service always deliver to customers?

  1. Applications
  2. Infrastructure
  3. Value
  4. Resources