Exin Free ITILFND Sample Questions Available For Download | Free ITILFND Practice Questions For Exam Questions(01-10)

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Question # 1:

Which stage of the continual service improvement (CSI) approach is BEST described by
the phrase ‘Understand and agree on the priorities for improvement based on a deeper
development of the principles defined in the vision’?
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?
Answer: B

Question #2:
Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management
Answer: A
Question #3 :
What are the categories of events described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Answer: C
Question # 4:
Which one of the following provides the CORRECT list of processes within the service
operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfilment,
and access management
B. Event management, incident management, change management, and access
C. Incident management, problem management, service desk, request fulfilment, and event
D. Incident management, service desk, request fulfilment, access management, and event
Answer: A
Question # 5:
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)
Answer: B
Question # 6:
Which process is responsible for dealing with complaints, comments, and general enquiries
from users?
A. Service level management
B. Service portfolio management
C. Request fulfilment
D. Demand management
Answer: C
Question # 7:
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: B
Question # 8:
Which one of the following is the BEST description of a service-based service level
agreement (SLA)?
A. An agreement with an individual customer group, covering all the services that they use
B. An agreement that covers one service for a single customer
C. An agreement that covers service specific issues in a multi-level SLA structure
D. An agreement that covers one service for all customers of that service
Answer: D
Question # 9:
Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change
manager without a change advisory board (CAB) meeting
Answer: A
Question # 10:
The design of IT services requires the effective and efficient use of “the four Ps”. What are
these four Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Answer: C

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