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Real and effective ITIL ITILFND exam Practice Questions
QUESTION 1
What BEST describes an important principle of communication in service operation?
A. It is efficient, effective and economical for all IT services
B. It has an intended purpose or a resultant action
C. It focuses on creating a relationship between processes and products
D. It has responsibility for creating policies
Correct Answer: D
QUESTION 2
Which of the following statements is CORRECT?
A. IT Service Continuity Management can only take place once Business Continuity Management has been established
B. Where Business Continuity Management is established, business continuity considerations should form the focus for
IT Service Continuity Management
C. Business Continuity Management and IT Service Continuity Management must be established at the same time
D. IT Service Continuity Management is not required when IT is outsourced to a third party provider
Correct Answer: B
QUESTION 3
Which one of the following is it the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs)
Correct Answer: B
QUESTION 4
Which of the following combinations covers all the roles in Service Asset and Configuration Management?
A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst;
CMS/tools Administrator
B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst;
Configuration control board; CMS/tools Administrator
C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board;
CMS/tools Administrator; Financial Asset Manager
Correct Answer: B
QUESTION 5
Which of the following activities are performed by a 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 6
Which of the following is NOT defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
Correct Answer: C
QUESTION 7
Which is included in the purpose of the `design and transition\\’ value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs
Correct Answer: D
QUESTION 8
Which of the following are goals of Service Operation?
(1)
To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to
the business (2) The successful release of services into the live environment
A.
1 only
B.
2 only
C.
Both of the above
D.
Neither of the above
Correct Answer: A
QUESTION 9
What are the ITIL guiding principles used for?
A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization\\’s performance continually meets stakeholders\\’ expectations
Correct Answer: A
QUESTION 10
Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
(1)
Risk assessment
(2)
Testing of resilience mechanisms
(3)
Monitoring of component availability
A.
All of the above
B.
1 and 2 only
C.
1 and 3 only
D.
2 and 3 only
Correct Answer: B
QUESTION 11
The experiences, ideas, insights and values of individuals are examples of which level of understanding within
knowledge management?
A. Data
B. Information
C. Knowledge
D. Governance
Correct Answer: C
QUESTION 12
Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Correct Answer: A
QUESTION 13
What is the result of carrying out an activity, following a process or delivering an IT service known as?
A. Outcome
B. Incident
C. Change
D. Problem
Correct Answer: A
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