What Accurate ITILFND exam Is?

Question No: 9

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual

Service Improvement approach?

A. Service and process improvement

B. Baseline assessments

C. Policy and governance review

D. Measurable targets

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Question No: 10

Which term describes if a service is fit for use?

A. Serviceability

B. Utility

C. Warranty

D. Availability

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Question No: 11

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

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Question No: 12

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

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Question No: 13

Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

A. Following a full change advisory board (CAB) to resolve any outstanding agenda items.

B. During peak or holiday periods when emergencies are more likely to occur.

C. In an emergency when it is not possible to convene a full CAB.

D. Outside the normal working hours of the business unit.

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Question No: 14

. Which is the CORRECT description of an outcome?

A. The result of carrying out an activity, following a process, or delivering an IT service

B. The inputs that trigger an action for an activity, process or IT service

C. The prediction of the future demand requirements for an activity, process or IT service

D. The design and development of the activities that make up a process or IT service

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Question No: 15

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.

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Question No: 16

Which is a reason why incident management interfaces with service level management?

A. To ensure that problem records are circulated to all customers

B. To ensure that the status of faulty configuration items (CI) is recorded

C. To ensure that incident resolution times are aligned with business needs

D. To ensure that incident workarounds are acceptable to the customers

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Question No: 17

Which of the following BEST describes a service level agreement (SLA.?

A. A written agreement between a supplier and the IT customer(s), defining the key service targets and

responsibilities of both parties

B. A partnership developed between the IT service provider and the customer, so that a mutually

beneficial agreement is reached

C. The key service targets and responsibilities of both parties that are used to hold each party

accountable when disputes arise

D. An agreement between an IT service provider and another part of the same organization that assists

with the provision of services

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Question No: 18

Where should incident resolution targets to be documented?

A. A service level agreement (SLA.

B. A request for change (RFC.

C. The service portfolio

D. A service description

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