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2021 Mar ITILFND answers
Q81. Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
Answer: B
Q82. Where would you expect 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
Answer: A
Q83. Which statement BEST represents the guidance on incident logging?
A. Incidents must only be logged if a resolution is not immediately available
B. Only incidents reported to the service desk can be logged
C. All incidents must be fully logged
D. The service desk decide which incidents to log
Answer: C
Q84. Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA
A. 1 only
B. 2only
C. Both of the above
D. Neither of the above
Answer: D
Q85. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle
Answer: A
Far out ITILFND latest exam:
Q86. Why is it important for service providers to understand patterns of business activity (PBA)?
A. PBA are based on organizational roles and responsibilities
B. IT service providers CANNOT schedule changes until they understand PBA
C. Demand for the services delivered by service providers are directly influenced by PBA
D. Understanding PBA is the only way to enable accurate service level reporting
Answer: C
Q87. Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
A. Both of the above
B. 1 only
C. 2 only
D. Neither of the above
Answer: A
Q88. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A. A change
B. A change model
C. A change request
D. A change advisory board
Answer: A
Q89. Which of the following are types of service defined in ITIL?
1.
Core
2.
Enabling
3.
Special
A. 1 and 3only
B. All of the above
C. 1 and 2 only
D. 2 and 3 only
Answer: C
Q90. Which of the following BEST describes the purpose of access management?
A. To provide a channel for users to request and receive standard services
B. Provides the rights for users to be able to use a service or group of services
C. To prevent problems and resulting Incidents from happening
D. To detect security events and make sense of them
Answer: B