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[Fresh Release] Improve your exam potential using the free ITILFND PDF and Exam Questions, aiming for top results
Question 1:
Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The \’incident management\’ practice should use a single process regardless of the impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first
Correct Answer: C
Question 2:
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Access management
B. Request Fulfillment
C. Release and Deployment Management
D. Incident Management
Correct Answer: B
Question 3:
Hierarchic escalation is BEST described as?
A. Notifying more senior levels of management about an incident
B. Passing an incident to people with a greater level of technical skill
C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D. Failing to meet the incident resolution times specified in a service level agreement
Correct Answer: A
Question 4:
Which guiding principle recommends collecting data before deciding what can be re-used?
A. Focus on value
B. Keep it simple and practical
C. Start where you are
D. Progress interactively with feedback
Correct Answer: C
Question 5:
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
A. Focus on value
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote
Correct Answer: B
Question 6:
The definitive media library is the responsibility of:
A. Facilities management
B. Access management
C. Request fulfillment
D. Service asset and configuration management
Correct Answer: D
Question 7:
What BEST describes the value of service design to the business?
A. It supports the creation of a portfolio of quantified services
B. It reduces total cost of ownership (TCO) of services
C. It improves the control of service assets and configurations
D. It provides quick and effective access to standard services
Correct Answer: B
Question 8:
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization\’s specific circumstances?
A. Continual improvement
B. Service value chain
C. Practices
D. Guiding principles
Correct Answer: A
Question 9:
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
A. Service configuration management
B. Service desk
C. IT asset management
D. Monitoring and event management
Correct Answer: A
Question 10:
What three elements make up the Service Portfolio?
A. Customer portfolio, service catalogue and retired services
B. Customer portfolio, configuration management system and service catalogue
C. Service pipeline, service catalogue and retired services
D. Service pipeline, configuration management system and service catalogue
Correct Answer: C
Question 11:
The goal of which process is: “To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle”?
A. Knowledge Management
B. Availability Management
C. Service Asset and Configuration Management
D. Change Management
Correct Answer: A
Question 12:
Which of the following statements about processes is INCORRECT?
A. The output from a process has to conform to operational norms derived from business objectives
B. The objective of any IT process should be expressed in terms of business benefits and goals C. A process may define policies, standards and guidelines
D. The definition of Process Control is “The activity of planning and regulating a process, with the objective of achieving Best Practice”
Correct Answer: D
Question 13:
Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically
Correct Answer: A
Question 14:
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management
Correct Answer: D
Question 15:
Which dimension includes activities and workflows?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Correct Answer: D
