ITILFND Exam
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New EXIN,Inc ITILFND Exam Dumps Collection (Question 5 - Question 14)
Q1. Which service lifecycle stage provides the following values to the business?
A. Service transition
B. Service strategy
C. Service operation
D. Service design
Answer: C
Q2. Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?
A. Business capacity management
B. Supplier capacity management
C. Service capacity management
D. Component capacity management
Answer: A
Q3. Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
A. Technology, customer, user
B. Corporate, customer, service
C. Corporate, customer, technology
D. Service,user, IT
Answer: B
Q4. Which process has the purpose to ensure that, by managing the risks which could seriously affect IT
services, the IT service provider can always provide minimum agreed business-related service
levels?
A. Change management
B. IT service continuity management
C. Financial management for IT services
D. Service catalogue management
Answer: B
Q5. Which lifecycle stage defines how value is created and delivered?
A. Service design
B. Service strategy
C. Continual service improvement
D. Service operation
Answer: B
Explanation: The objectives of service strategy includes :
u2711 An understanding of what strategy is.
u2711 A clear identification of the definition of services and the customers who use them.
u2711 The ability to define how value is created and delivered.
u2711 Means to identify opportunities to provide services and how to exploit them.
u2711 A clear service provision model that articulates how services will be delivered and funded as well as to whom they will be delivered and for what purpose.
Q6. What is the BEST definition of an internal service?
A. It is a supporting service delivered between functions of the IT service provider
B. It is any customer-facing service delivered by an outsourced provider
C. It is a service delivered to the terms of a contract which enables a customer to achieve business
outcomes
D. It is a service delivered between departments or business units in the same
organization
Answer: D
Q7. What are the two MAJOR activities in problem management?
A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
Answer: D
Q8. Which statements about best practice is MOST correct?
A. Customers are a source of best practice and will advise service providers how it should be
implemented
B. Internal experience is the only source of best practice because it is developed within the service
provider
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service
Provider
Answer: C
Q9. Which is a supplier category?
A. Technical
B. Commodity
C. Customer
D. Resource
Answer: D
Q10. Which term describes if a service is fit for use?
A. Serviceability
B. Utility
C. Warranty
D. Availability
Answer: C
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