Online Access Free ITIL-F Practice Test

Which one of the following statements about incident reporting and logging is CORRECT?

• A.Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
• B.Incidents reported by technical staff must also be logged as problems
• C.Incidents can only be reported by users
• D.All calls to the service desk must be logged as incidents

Which role is accountable for the operational management of a process?

• A.Process manager
• B.Service manager
• C.Change manager
• D.Process practitioner

Which one of the following activities does application management perform?

• A.Defining where the vendor of an application should be located
• B.Deciding who the vendor of storage devices will be
• C.Agreeing the service levels for the service supported by the application
• D.Ensuring that the required functionality is available to achieve the required business outcome

What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

• A.Virtual Service desk
• B.Centralized Service desk
• C.Local service desk
• D.Specialized service desk

With which process is problem management likely to share categorization and impact coding systems?

• A.Service asset and configuration management
• B.Incident management
• C.Capacity management
• D.IT service continuity management