Online Access Free ITIL-Foundation Practice Test

Which one of the following is the BEST definition of the term 'service management'?

• A.A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
• B.Units of organizations with roles to perform certain activities
• C.The management of functions within an organization to perform certain activities
• D.A set of specialized organizational capabilities for providing value to customers in the form of services

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

• A.It supports the creation of a portfolio of quantified services
• B.It provides quick and effective access to standard services
• C.It improves the control of service assets and configurations
• D.It reduces total cost of ownership (TCO) of services

Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

• A.Neither of the above
• B.Both of the above
• C.2 only
• D.1 only

Which lifecycle stage defines how value is created and delivered?

• A.Service operation
• B.Service strategy
• C.Service design
• D.Continual service improvement

Which statement about service review meetings is FALSE?

• A.Meetings should be held on a regular basis to review service achievement
• B.Actions from service review meetings should only be assigned to the service provider
• C.Progress and success of the service improvement programme (SIP) should be reviewed
• D.Issues for the upcoming period should be discussed at the meetings