Download ITIL.ITILFND.Test4Prep.2019-05-20.325q.vcex

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Exam ITIL Foundation (syllabus 2011)
Number ITILFND
File Name ITIL.ITILFND.Test4Prep.2019-05-20.325q.vcex
Size 200 KB
Posted May 20, 2019
Download ITIL.ITILFND.Test4Prep.2019-05-20.325q.vcex

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Demo Questions

Question 1

Which role is responsible for carrying out the activities of a process?


  1. Process owner
  2. Change manager
  3. Service manager
  4. Process practitioner
Correct answer: D



Question 2

Which of the following options is a hierarchy that is used in knowledge management?


  1. Wisdom - Information - Data - Knowledge
  2. Data - Information - Knowledge - Wisdom
  3. Knowledge - Wisdom - Information - Data
  4. Information - Data - Knowledge - Wisdom
Correct answer: B



Question 3

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?


  1. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
  2. Public frameworks are always cheaper to adopt
  3. Public frameworks are prescriptive and tell you exactly what to do
  4. Proprietary knowledge has been tested in a wide range of environments
Correct answer: A



Question 4

Which of the following BEST describes service strategies value to the business?


  1. Allows higher volumes of successful change
  2. Reduction in unplanned costs through optimized handling of service outages
  3. Reduction in the duration and frequency of service outages
  4. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
Correct answer: D



Question 5

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


  1. 1 only
  2. 2 only
  3. Both of the above
  4. Neither of the above
Correct answer: B



Question 6

A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?


  1. Be accountable for the outcome of an activity
  2. Perform an activity
  3. Be kept up-to-date on the progress of an activity
  4. Manage an activity
Correct answer: C



Question 7

Which of the following are objectives of service level management? 
  1. Defining, documenting and agreeing the level of FT services to be provided
  2. Monitoring, measuring and reporting the actual level of services provided
  3. Monitoring and improving customer satisfaction
  4. Identifying possible future markets that the service provider could operate in


  1. 1, 2 and 3 only
  2. 1 and 2 only
  3. 1, 2 and 4 only
  4. All of the above
Correct answer: A



Question 8

Which one of the following do technology metrics measure?


  1. Components
  2. Processes
  3. The end-to-end service
  4. Customer satisfaction
Correct answer: A



Question 9

Which one of the following is NOT part of the service design stage of the service lifecycle?


  1. Designing and maintaining all necessary service transition packages
  2. Producing quality, secure and resilient designs for new or improved services
  3. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
  4. Measuring the effectiveness and efficiency of service design and the supporting processes
Correct answer: A



Question 10

Which process is responsible for managing relationships with vendors?


  1. Change management
  2. Service portfolio management
  3. Supplier management
  4. Continual service improvement
Correct answer: C









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