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2021 Mar ITILFND actual exam

Q11. Which process would be used to compare the value that newer services have offered over those they have replaced? 

A. Availability management 

B. Capacity management 

C. Service portfolio management 

D. Service catalogue management 

Answer: C 


Q12. 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 


Q13. Which of the following is NOT an objective of request fulfillment? 

A. To provide information to users about what services are available and how to request them 

B. To update the service catalogue with services that may be requested through the service desk 

C. To provide a channel for users to request and receive standard services 

D. To source and deliver the components of standard services that have been requested 

Answer: B 


Q14. Which one of the following would NOT be defined as part of every process? 

A. Roles 

B. Inputs and outputs 

C. Functions 

D. Metrics 

Answer: C 


Q15. 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 fulfillment, and access management 

B. Event management, incident management, change management, and access management 

C. Incident management, problem management, service desk, request fulfillment, and event management 

D. Incident management, service desk, request fulfillment, access management, and event management 

Answer: A 


Renew ITILFND test question:

Q16. Which process will regularly anal0yse incident data to identify discernible trends? 

A. Service level management 

B. Problem management 

C. C0hange management 

D. Event management 

Answer: B 


Q17. Which of the following are classed as stakeholders in service management? 

1.

 Customers 

2.

 Users 

3.

 Suppliers 

A. All of the above 

B. 1 and 3 only 

C. 1 and 2 only 

D. 2 and 3 only 

Answer: A 


Q18. Which function or process would provide staff to monitor events in an operations bridge? 

A. Technical management 

B. IT operations management 

C. Request fulfillment 

D. Applications management 

Answer: B 


Q19. A Service design package (SDP) would normally be produced for which of the following? 

1. A new IT service 

2. A major change to an IT service 

3. An emergency change to an IT service 

4. An IT service retirement 

A. 2, 3 and 4 only 

B. 1, 2 and 4 only 

C. None of the above 

D. All of the above 

Answer: B 


Q20. Which process is responsible for the availability, confidentiality and integrity of data? 

A. Service catalogue management 

B. Service asset and configuration management 

C. Change management 

D. Information security management 

Answer: D