Online Access Free ITIL-F Exam Questions

Which groups of people would work according to an operational level agreement?

• A.Internal IT teams
• B.Business units
• C.External IT teams
• D.All stakeholders

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

• A.What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
• B.Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
• C.Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
• D.Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Which one of the following generates demand for services?

• A.Patterns of business activity (PBA.
• B.Service level agreements (SLA.
• C.Infrastructure trends
• D.Cost of providing support

Which function is responsible for the closure of an incident record?

• A.Either the service desk or an appropriate third party engineer
• B.Any appropriate function
• C.Event management
• D.The service desk

Which of the following identifies the purpose of service transition planning and support?

• A.Provide overall planning for service transitions and co-ordinate the resources they require
• B.Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
• C.To define testing scripts to ensure service transitions are unlikely to ever fail
• D.Ensure that all service transitions are properly authorized