BCS ITIL® Foundation - ITILF Exam Practice Test

A. Reduction in the duration and frequency of service outages

B. Allows higher volumes of successful change

C. Reduction in unplanned costs through optimized handling of service outages

D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

A. To ensure that an agreed level of IT service is provided for all current IT services

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

C. To carry out the service operations activities needed to support current IT services

D. To create and populate a service catalogue

A. Component services

B. Customer services

C. Business services

D. Supporting services

A. Information

B. Data

C. Governance

D. Knowledge

A. To create and maintain a portfolio of quantified services

B. To monitor service level targets as agreed in service level agreements

C. To ensure that all service design activities use the minimum amount of resources

D. To embed continual service improvement (CSI) in all service design activities

A. How request for changes (RFCs) are approved for software releases in the IT production environment.

B. Criteria and authorization to exit early life support and handover to the service operation function.

C. Roles and responsibilities for updating the configuration management database (CMDB.

D. Roles and responsibilities across all the service transition processes.

A. It is a supporting service delivered between functions of the IT service provider

B. It is a service delivered between departments or business units in the same organization

C. It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes

D. It is any customer-facing service delivered by an outsourced provider

A. Change management

B. Information security management

C. Capacity management only

D. 3rd line support

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. Units of organizations with roles to perform certain activities

C. The management of functions within an organization to perform certain activities

D. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose