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Latest Update ITIL ITILFND Exam Practice Questions and Answers Online Test
QUESTION 1
Which document shows a detailed analysis of business impact and benefits?
A. A return on investment
B. Service level requirements
C. A business case
D. A service level agreement
Correct Answer: C
QUESTION 2
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
Correct Answer: B
QUESTION 3
The multi-level SLA\\’ is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
A. Customer level
B. Service level
C. Corporate level
D. Configuration level
Correct Answer: D
QUESTION 4
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event
C. Known error
D. Problem
Correct Answer: D
QUESTION 5
When is it confirmed if a project\\’s objectives have been achieved?
A. During the Closing a Project process
B. During the final end stage assessment
C. During the Controlling a Stage process
D. During the Managing Product Delivery process
Correct Answer: A
QUESTION 6
Which of the following are service transition planning and support NOT responsible for?
A. Prioritizing conflicts for service transition resources
B. Coordinating the efforts required to manage multiple simultaneous transitions
C. Maintaining policies, standards, and models for service transition activities and processes
D. Detailed planning of the build and test of individual changes
Correct Answer: D
QUESTION 7
Which two statements about the \\’service request management\\’ practice are CORRECT?
1.
Service requests are part of normal service delivery
2.
Complaints can be handled as service requests
3.
Service requests result from a failure in service
4.
Normal changes should be handled as service requests
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Correct Answer: A
QUESTION 8
How is a service delivered between departments of the same organization classified?
A. Internal service
B. External service
C. Mission critical service
D. Organizational service
Correct Answer: A
QUESTION 9
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
Correct Answer: C
QUESTION 10
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable
limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
Correct Answer: B
QUESTION 11
What BEST describes the value of continual service improvement to the business?
A. It supports the creation of a portfolio of quantified services
B. It results in a gradual improvement in cost-effectiveness
C. It improves governance by building controls into service designs
D. It provides quick and effective access to standard services
Correct Answer: B
QUESTION 12
Which of the following areas would technology help to support during the service lifecycle?
1.
Data mining and workflow
2.
Measurement and reporting
3.
Release and deployment
4.
Process design
A. 2, 3, and 4 only
B. 1, 3, and 4 only
C. 1, 2, and 3 only
D. All of the above
Correct Answer: D
QUESTION 13
Which statement about internal customers is CORRECT?
A. Services are provided to internal customers under contractual agreements
B. Internal customers have different organizational objectives from their service provider
C. Agreed levels of service are not as important to internal customers
D. Internal customers are part of the same organization as the service provider
Correct Answer: D
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