ITIL-F Frequently Asked Questions
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Question No : 1
A. Personnel, electronic, network, emergency, identity
B. Rights, access, identity, directory services, service/service components
C. Physical, personnel, network, emergency, service
D. Normal, temporary, emergency, personal, group
Question No : 2
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Question No : 3
A. Configuration baseline
B. Project baseline
C. Change baseline
D. Asset baseline
Question No : 4
A. The service level agreement (SLA)
B. The problem record
C. The availability management information system
D. The IT service plan
Question No : 5
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Question No : 6
B. Inputs and outputs
Question No : 7
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
Question No : 8
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?
Question No : 9
A. To establish trends for use in problem management and other IT service management (ITSM) activities
B. To ensure service levels are met and breaches of agreements are avoided
C. To enable the incident management database to be partitioned for greater efficiency
D. To identify whether the user is entitled to log an incident for this particular service
Question No : 10
A. Operational level agreement (OLA)
B. Capacity plan
C. Service level agreement (SLA)
D. SLA monitoring chart (SLAM)
Question No : 11
A. Capacity management
C. Service design
D. Service level management
Question No : 12
A. The IT director
B. The process owner
C. The service owner
D. The customer
Question No : 13
Known error record
A. 1 only
C. Both of the above
D. Neither of the above
Question No : 14
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Question No : 15
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above