ITILFND Exam Questions - Online Test

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New EXIN,Inc ITILFND Exam Dumps Collection (Question 2 - Question 11)

Question No: 2

Which of the following is the correct definition of an outcome?

A. The results specific to the clauses in a service level agreement (SLA)

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

C. All the accumulated knowledge of the service provider

D. All incidents reported to the service desk

Answer: B

Question No: 3

Which statement should NOT be part of the value proposition for Service Design?

A. Reduced total cost of ownership

B. Improved quality of service

C. Improved Service alignment with business goals

D. Better balance of technical skills to support live services

Answer: D

Question No: 4

In which of the following areas would ITIL complementary guidance provide assistance?

1. Adapting best practice for specific industry sectors

2. Integrating ITIL with other operating models

A. Both of the above

B. Neither of the above

C. Option 1 only

D. Option 2 only

Answer: A

Question No: 5

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

Question No: 6

Which one of the following is the BEST definition of the term 'service management'?

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

Answer: A

Question No: 7

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Answer: A

Question No: 8

What do customer perceptions and business outcomes help to define?

A. The value of a service

B. Governance

C. Total cost of ownership (TCO)

D. Key performance indicators (KPIs)

Answer: A

Question No: 9

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A. A service object

B. An incident

C. A change

D. A known error

Answer: D

Question No: 10

Which of the following is an enabler of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

Answer: B

Question No: 11

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

Answer: C

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