ITIL-F EXINInc Exam Questions and Free Practice Test

Question 25

Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

A. Technology, customer, user

B. Corporate, customer, service

C. Corporate, customer, technology

D. Service, user, IT

Correct Answer:B

Question 26

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. All of the above

B. 1, 2 and 3 only

C. 2 and 4 only

D. 3 and 4 only

Correct Answer:B

Question 27

Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. None of the above

Correct Answer:C

Question 28

Which is responsible for the production of the service design package (SDP)?

A. Service portfolio management

B. Service catalogue management

C. Design coordination

D. Service design

Correct Answer:D

Question 29

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

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

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

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

D. Units of organizations with roles to perform certain activities

Correct Answer:A

Question 30

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A. Business services

B. Component services

C. Supporting services

D. Customer services

Correct Answer:C

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