Online Access Free ITIL-Foundation Practice Test

Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

• A.1, 2 and 3 only
• B.3 and 4 only
• C.All of the above
• D.2 and 4 only

Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

• A.Business relationship management
• B.Service level management
• C.Availability management
• D.Change management

What do customer perceptions and business outcomes help to define?

• A.The value of a service
• B.Governance
• C.Key performance indicators (KPIs)
• D.Total cost of ownership (TCO)

Which one of the following is the BEST description of a relationship in service asset and configuration management?

• A.Defines how version numbers should be used in a release
• B.Defines which software should be installed on a particular piece of hardware
• C.Describes the topography of the hardware
• D.Describes how the configuration items (CIs) work together to deliver the services

Which of the following are CORRECT
1) Service Solutions for new or changed services
2) Management policies and guidelines
3) Business requirements technology and management architectures
4) Process requirements technology and management architectures

• A.3 and 4
• B.1 and 2
• C.1 and 4
• D.2 and 3