ITILFND Questions & Answers

• Question 1:

  Which is the BEST definition of a service?

  A. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes

  B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

  C. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.

  D. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).

  Correct Answer: B

• Question 2:

  Where should incident resolution targets to be documented?

  A. A service level agreement.

  B. A request for change (RFC.

  C. The service portfolio

  D. A service description

  Correct Answer: A

• Question 3:

  A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.

  What has taken place within the SLA target?

  A. A functional escalation

  B. A service level escalation

  C. An incident resolution

  D. A hierarchic escalation

  Correct Answer: D

• Question 4:

  Which lifecycle stage defines how value is created and delivered?

  A. Service design

  B. Service strategy

  C. Continual service improvement

  D. Service operation

  Correct Answer: B

  The objectives of service strategy includes :

  An understanding of what strategy is.

  A clear identification of the definition of services and the customers who use them. The ability to define

  how value is created and delivered. Means to identify opportunities to provide services and how to exploit

  them. A clear service provision model that articulates how services will be delivered and funded as well as

  to whom they will be delivered and for what purpose.

• Question 5:

  Which service lifecycle stage supports the creation of a portfolio of quantified services?

  A. Service strategy

  B. Service design

  C. Service level management

  D. Service operation

  Correct Answer: A

• Question 6:

  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. Centralized Service desk

  B. Virtual Service desk

  C. Local service desk

  D. Specialized service desk

  Correct Answer: B

• Question 7:

  Which process would be used to compare the value that newer services have offered over those they have replaced?

  A. Availability management

  B. Capacity management

  C. Service portfolio management

  D. Service catalogue management

  Correct Answer: C

• Question 8:

  Which guiding principle discourages 'silo activity'?

  A. Focus on value

  B. Start where you are

  C. Collaborate and promote visibility

  D. Keep it simple and practical

  Correct Answer: C

• Question 9:

  Which practice involves the management of vulnerabilities that were not identified before the service went live?

  A. Service request management

  B. Problem management

  C. Change control

  D. Service level management

  Correct Answer: B

• Question 10:

  Which is included in the purpose of the 'change enablement' practice?

  A. Make new and changed services available for use

  B. Ensure that risks have been property assessed

  C. Record and report selected changes of state

  D. Plan and manage the full lifecycle of all IT assets

  Correct Answer: B