ITILFND Exam
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New EXIN,Inc ITILFND Exam Dumps Collection (Question 5 - Question 14)
Q1. Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional
"P"?
A. Profit
B. Preparation
C. Products
D. Potential
Answer: C
Q2. Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: C
Q3. Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
A. 1 and 2 only
B. 3 only
C. 1 and 3 only
D. All of the above
Answer: C
Q4. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners
Answer: C
Q5. Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
A. Internal
B. External
C. Service desk
D. Shared services unit
Answer: C
Q6. 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
Q7. Which one of the following activities is NOT part of the Deming Cycle?
A. Act
B. Plan
C. Do
D. Co-ordinate
Answer: D
Q8. Service transition contains detailed descriptions of which processes?
A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management event management, service request management
C. Service level management, service portfolio management, service asset and configuration management
D. Service asset and configuration management, release and deployment management, request fulfilment
Answer: A
Q9. Which of the following is an enabler of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Answer: B
Q10. Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
Answer: D
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