ITILFND | Up to the minute ITILFND Exam Study Guides With New Update Exam Questions

Question No: 1

What are customers of IT services who work in the same organization as the service provider known as?

A. Strategic customers

B. External customers

C. Valued customers

D. Internal customers

Answer: D

Question No: 2

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A. Configuration baseline

B. Project baseline

C. Change baseline

D. Asset baseline

Answer: A

Question No: 3

In which of the following areas would ITIL complementary guidance provide assistance?

1. Adapting best practice for specific industry sectors

2. Integrating ITIL with other operating models

A. Both of the above

B. Neither of the above

C. Option 1 only

D. Option 2 only

Answer: A

Question No: 4

Which of the following are objectives of service level management?

1: Defining, documenting and agreeing the level of IT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction

4: Identifying possible future markets that the service provider could operate in

A. 1, 2 and 3 only

B. 1 and 2 only

C. 1, 2 and 4 only

D. All of the above

Answer: A

Question No: 5

Which of the following are reasons why ITIL is successful?

1. ITIL is vendor neutral

2. It does not prescribe actions

3. ITIL represents best practice

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Answer: A

Question No: 6

Which reason describes why ITIL is so successful?

A. The five ITIL volumes are concise

B. It is not tied to any particular vendor platform

C. It tells service providers exactly how to be successful

D. It is designed to be used to manage projects

Answer: B

Question No: 7

Which of the following is NOT a source of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

Answer: B

Topic 2, The Service Lifecycle

26.Which of the following is NOT an objective of service transition?

A. To ensure that a service can be managed, operated and supported

B. To provide training and certification in project management

C. To provide quality knowledge and information about services and service assets

D. To plan and manage the capacity and resource requirements to manage a release

Answer: B

Question No: 8

Which of the following should be considered when designing measurement systems, methods and metrics?

1. The services

2. The architectures

3. The configuration items

4. The processes

A. 2 and 3 only

B. 1 and 3 only

C. 2 and 4 only

D. All of the above

Answer: D

Question No: 9

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A. Do

B. Perform

C. Implement

D. Measure

Answer: A

Question No: 10

Which of the following is NOT an objective of Continual Service Improvement?

A. Review and analyze Service Level Achievement results

B. Identify activities to improve the efficiency of service management processes

C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D. Conduct activities to deliver and manage services at agreed levels to business users

Answer: D