ITILFND Exam
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2021 Mar ITILFND question
Q61. Which process will regularly anal0yse incident data to identify discernible trends?
A. Service level management
B. Problem management
C. C0hange management
D. Event management
Answer: B
Q62. Which of the following processes are performed by the service desk?
1.
Capacity management
2.
Request fulfillment
3.
Demand management
4.
Incident management
A. All of the above
B. 3 and 4 only
C. 2 and 4 only
D. 2 only
Answer: C
Q63. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A. Employers
B. Stakeholders
C. Regulators
D. Accreditors
Answer: B
Q64. Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfilment
B. Service portfolio management
C. Service desk
D. IT finance
Answer: A
Q65. With which process is problem management likely to share categorization and impact coding systems?
A. Incident management
B. Service asset and configuration management
C. Capacity management
D. IT service continuity management
Answer: A
Down to date ITILFND exam question:
Q66. Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: B
Q67. Which of the following is NOT an objective of service transition?
A. To ensure that a service can be operated, managed 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
Q68. 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
Answer: A
Q69. Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Answer: D
Q70. What would be the next step in the continual service improvement (CSI) model after?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
A. What is the return on investment (ROI)?
B. How much did it cost?
C. How do we keep the momentum going?
D. What is the value on investment (VOI)?
Answer: C