Online Access Free ITIL-F Exam Questions

Which is a reason why incident management interfaces with service level management?

• A.To ensure that incident resolution times are aligned with business needs
• B.To ensure that incident workarounds are acceptable to the customers
• C.To ensure that the status of faulty configuration items (CI) is recorded
• D.To ensure that problem records are circulated to all customers

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

• A.The service owner
• B.The process owner
• C.The customer
• D.The IT director

Who is responsible for defining metrics for change management?

• A.The change advisory board (CAB)
• B.The service owner
• C.The change management process owner
• D.The continual service improvement manager

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

• A.Stakeholders
• B.Regulators
• C.Accreditors
• D.Employers

What BEST describes the value of service transition to the business?

• A.It results in higher volumes of successful change
• B.It supports the creation of a catalogue of services
• C.It provides quick and effective access to standard services
• D.It leads to gradual and continual improvement in service quality