ITILFND Exam
The Most up-to-date Guide To ITILFND testing engine Apr 2021
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2021 Apr ITILFND exam answers
Q101. Which of the following is the BEST reason for categorizing incidents?
A. To establish trends for use in problem management and other IT service management (ITSM) activities
B. To ensure service levels are met and breaches of agreements are avoided
C. To enable the incident management database to be partitioned for greater efficiency
D. To identify whether the user is entitled to log an incident for this particular service
Answer: A
Q102. What is the primary focus of business capacity management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Answer: D
Q103. Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above
Answer: C
Q104. From the perspective of the service provider, who is the person or group that agrees their service targets?
A. The user
B. The customer
C. The supplier
D. The administrator
Answer: B
Q105. Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Rights, access, identity, directory services, service/service components
C. Physical, personnel, network, emergency, service
D. Normal, temporary, emergency, personal, group
Answer: B
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Q106. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A. Categorization
B. Detection
C. Prioritization
D. Escalation
Answer: A
Q107. Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
A. 1, 2 and 3 only
B. 1 and 2 only
C. 1, 2 and 4 only
D. All of the above
Answer: A
Q108. What is a service delivered between two business units in the same organization known as?
A. Strategic service
B. Delivered service
C. Internal service
D. External service
Answer: C
Q109. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A. A change
B. A change model
C. A change request
D. A change advisory board
Answer: A
Q110. Which one of the following generates demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA)
C. Cost of providing support
D. Service level agreements (SLA)
Answer: B