ITILFND Exam
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2021 Mar ITILFND study guide
Q1. A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
A. 2, 3 and 4 only
B. 1, 2 and 4 only
C. None of the above
D. All of the above
Answer: B
Q2. Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes
A. All of the above
B. 1 and 2only
C. 2 and 3 only
D. 1 and 3 only
Answer: A
Q3. 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
Q4. In terms of adding value to the business, which one of the following describes service operation s contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modeled
D. Service value is visible to customers
Answer: D
Q5. Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Up to date ITILFND practice test:
Q6. Which of the following is NOT one of the five individual aspects of service design?
A. The design of the service portfolio, including the service catalogue
B. The design of new or changed services
C. The design of market spaces
D. The design of the technology architectures
Answer: C
Q7. Which one of the following is NOT a characteristic of a process?
A. It is measureable
B. It delivers specific results
C. It responds to specific events
D. It structure an organization
Answer: D
Q8. Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
Answer: D
Q9. Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Answer: A
Q10. Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
Answer: A