ITILFND Exam
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2021 Apr ITILFND simulations
Q41. Which of the following is NOT a benefit of using public frameworks and standards?
A. Knowledge of public frameworks is more likely to be widely distributed
B. They are always free ensuring they can be implemented quickly
C. They are validated across a wide range of environments making them more robust
D. They make collaboration between organizations easier by giving a common language
Answer: B
Q42. Which of the following is not a service desk type recognized in the service operation volume of ITIL?
A. Local
B. Centralized
C. Outsourced
D. Virtual
Answer: C
Q43. Which of the following is an enabler of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Answer: B
Q44. What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff
Answer: A
Q45. 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)
Answer: B
Abreast of the times ITILFND book:
Q46. 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
Answer: C
Q47. Which of these statements about resources and capabilities is CORRECT?
A. Resources are types of service asset and capabilities are not
B. Resources and capabilities are both types of service asset
C. Capabilities are types of service asset and resources are not
D. Neither capabilities nor resources are types of service asset
Answer: B
Q48. A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
A. 2, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
Answer: C
Q49. Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA
A. 1 only
B. 2only
C. Both of the above
D. Neither of the above
Answer: D
Q50. Which of the following provide value to the business from service strategy?
1.
Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.
Enabling the service provider to respond quickly and effectively to changes in the business environment
3.
Support the creation of a portfolio of quantified services
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Answer: A