Online Access Free ITILFND Practice Test

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

• A.Training in risk management for all staff and identification of risks
• B.Training of all staff and investment of capital
• C.Identification of risk, analysis and management of the exposure to risk
• D.Control of exposure to risk and investment of capital

Which is one of the five aspects of service design?

• A.Management policy for business case creation
• B.Risk analysis and management approach
• C.Corporate governance and policy
• D.Management information systems and tools

Which of the following is the BEST description of a service-based service level agreement (SLA)?

• A.The SLA covers an individual customer group for all services they use
• B.An SLA for a service with no customers
• C.The SLA covers one service, for all the customers of that service
• D.An SLA that covers all customers for all services

Which of the following are classed as stakeholders in service management?
1 . Customers
2 . Users
3 . Suppliers

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

What is the act of transforming resources and capabilities into valuable service better known as?

• A.Service management
• B.Service support
• C.Incident management
• D.Resource management