ITILF

ITILF practice questions, page 7 of 22, with answer review and explanations.

Question 31

Which process would be used to compare the value that newer services have offered over those they have replaced?

  1. Availability management
  2. Capacity management
  3. Service portfolio management
  4. Service catalogue management

Question 32

Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above?

  1. Job descriptions
  2. Functions
  3. Teams
  4. Roles, people or groups

Question 33

Hierarchic escalation is BEST described as?

  1. Notifying more senior levels of management about an incident
  2. Passing an incident to people with a greater level of technical skill
  3. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
  4. Failing to meet the incident resolution times specified in a service level agreement

Question 34

Which one of the following functions would be responsible for the management of a data centre?

  1. Technical management
  2. Service desk
  3. Application management
  4. Facilities management

Question 35

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

  1. RACI model
  2. Incident model
  3. Continual service improvement (CSI) approach
  4. The Deming Cycle