ITILFND | Leading ITILFND Exam Study Guides With New Update Exam Questions

Q9. In service design, which term describes services, technologies and tools?

A. People

B. Partners

C. Products

D. Processes

Answer: C

Q10. What is the primary focus of component capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity

of the live,

operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Answer: C

Q11. What is the BEST definition of an internal service?

A. It is a supporting service delivered between functions of the IT service provider

B. It is any customer-facing service delivered by an outsourced provider

C. It is a service delivered to the terms of a contract which enables a customer to achieve business

outcomes

D. It is a service delivered between departments or business units in the same

organization

Answer: D

Q12. Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

A. Service transition

B. Service level management

C. Service operation.

D. Service Design.

Answer: A

Q13. How should entries in the CSI register be categorized?

A. Based on priority, urgency and impact to the business and to all its stakeholders

B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term

C. Based on IT service name, cost to the business and expected outcomes to the customer

D. Based on best improvement opportunities in the organization to achieve a competitive advantage

Answer: B

Q14. ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

A. Service Units

B. Business Units

C. Service Providers

D. Customers

Answer: C

Q15. . Which is an outcome of service design?

A. User training and awareness for the service is maximized

B. Services and operational quality are enhanced

C. Standard Services are provided quickly and efficiently across the business

D. Expectations setting of all stakeholders for the services improved

Answer: B

Q16. What is the BEST description of the CSI register?

A. It is a record of all authorised changes and their planned implementation dates

B. It is a record of proposed improvement opportunities and the benefits that will be achieved

C. It is a record of new services to be approved by a customer, including proposed implementation dates

D. It is a record of completed improvements and the relevant customer satisfaction metric

Answer: B

Q17. What is the primary focus of business capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual

elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity of the live,

operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

Answer: C

Q18. How are groups, teams, departments and divisions classified?

A. Processes

B. Functions

C. Roles

D. Technicians

Answer: B