ITILFND Exam Questions - Online Test

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New EXIN,Inc ITILFND Exam Dumps Collection (Question 3 - Question 12)

Question No: 3

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

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

Answer: C

Question No: 4

Which one of the following do major incidents require?

A. Separate procedures

B. Less urgency

C. Longer timescales

D. Less documentation

Answer: A

Question No: 5

Remediation planning is BEST described in which of the following ways?

A. Planning how to recover the cost of a change

B. Planning the steps required to be taken if a change is unsuccessful

C. Planning how to compensate a user for a failed change

D. Planning how to advise the change requestor of a failed change

Answer: B

Question No: 6

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

A. The service level management

B. The IT service continuity management

C. The service catalogue management

D. The supplier management

Answer: D

Question No: 7

The remediation plan should be evaluated at what point in the change lifecycle?

A. Before the change is approved

B. Immediately after the change has failed and needs to be backed out

C. After implementation but before the post implementation review

D. After the post implementation review has identified a problem with the change

Answer: A

Question No: 8

Hierarchic escalation is BEST described as?

A. Notifying more senior levels of management about an incident

B. Passing an incident to people with a greater level of technical skill

C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

D. Failing to meet the incident resolution times specified in a service level agreement

Answer: A

Question No: 9

How many people should be accountable for a process as defined in the RACI model

A. As many as necessary to complete the activity

B. Only one - the process owner

C. Two - the process owner and the process enactor

D. Only one - the process architect

Answer: B

Topic 9, Technology and Architecture

Question No: 10

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A. Data

B. Information

C. Knowledge

D. Governance

Answer: C

Question No: 11

Which one of the following is the purpose of service level management?

A. To carry out the service operations activities needed to support current IT services

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

C. To create and populate a service catalogue

D. To ensure that an agreed level of IT service is provided for all current IT services

Answer: D

Question No: 12

Which is a responsibility of a customer within the service level management process?

A. Negotiate third party contracts

B. Measure service availability

C. Supply good or services

D. Agree Service level targets

Answer: D

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