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New EXIN,Inc ITILFND Exam Dumps Collection (Question 5 - Question 14)
Question No: 5
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 and 3 only
B. 2 and 4 only
C. 1 and 3 only
D. All of the above
Answer: D
Question No: 6
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A. Availability management
B. Capacity management
C. Design coordination
D. Release management
Answer: C
Question No: 7
Which role is responsible for carrying out the activities of a process?
A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
Answer: D
Question No: 8
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Topic 7, Functions
172.Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
Question No: 9
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
A. The IT director
B. The process owner
C. The service owner
D. The customer
Answer: B
Question No: 10
Which process will regularly analyze incident data to identify discernible trends?
A. Service level management
B. Problem management
C. Change management
D. Event management
Answer: B
Question No: 11
Which one of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems
Answer: B
Question No: 12
Which is a responsibility of a customer within the service level management process?
A. Negotiate third party contracts
B. Measure service availability
C. Supply good or services
D. Agree Service level targets
Answer: D
Question No: 13
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
A. 1,2 and 3 only
B. All of the above
C. 1 and 3 only
D. 2 and 4 only
Answer: A
Question No: 14
Which of the following identifies the purpose of service transition planning and support?
A. Provide overall planning for service transitions and co-ordinate the resources they require
B. Ensure that all service transitions are properly authorized
C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
D. To define testing scripts to ensure service transitions are unlikely to ever fail
Answer: A
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