ITILF

ITILF practice questions, page 5 of 22, with answer review and explanations.

Question 21

Which one of the following includes four stages called Plan, Do, Check and Act?

  1. The Deming Cycle
  2. The continual service improvement approach
  3. The seven-step improvement process
  4. The service lifecycle

Question 22

The consideration of value creation is a principle of which stage of the service lifecycle?

  1. Continual service improvement
  2. Service strategy
  3. Service design
  4. Service transition

Question 23

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

  1. Service level management
  2. Service portfolio management
  3. Request fulfilment
  4. Demand management

Question 24

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

  1. Suppliers, manufacturers and vendors
  2. Customers
  3. Internal departments
  4. The facilities management function

Question 25

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

  1. The service level management
  2. The IT service continuity management
  3. The service catalogue management
  4. The supplier management