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2021 Mar ITILFND simulations

Q111. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? 

A. Employers 

B. Stakeholders 

C. Regulators 

D. Accreditors 

Answer: B 


Q112. From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as? 

A. User 

B. Customer 

C. Supplier 

D. Administrator 

Answer: B 


Q113. A process owner is responsible for which of the following? 

1. Defining the process strategy 

2. Assisting with process design 

3. Improving the process 

4. Performing all activities involved in a process 

A. 2, 3 and 4 only 

B. All of the above 

C. 1, 2 and 3 only 

D. 1, 2 and 4 only 

Answer: C 


Q114. Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle? 

A. Service strategy 

B. Service transition 

C. Service operation 

D. Continual service improvement 

Answer: C 


Q115. What do customer perceptions and business outcomes help to define? 

A. The value of a service 

B. Governance 

C. Total cost of ownership (TCO) 

D. Key performance indicators (KPIs) 

Answer: A 


Renewal ITILFND exam:

Q116. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented? 

A. Service level management 

B. Problem management 

C. Change management 

D. Event management 

Answer: B 


Q117. 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 


Q118. 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 


Q119. Which statement about the service portfolio is TRUE? 

A. The service portfolio includes ail services except those managed by third parties 

B. It is an integral part of the service catalogue 

C. It allows the organization unlimited resources when planning for new service deployments 

D. It represents all resources presently engaged or being released in various stages of the service lifecycle 

Answer: D 


Q120. Which one of the following is the BEST definition of the term service management? 

A. A set of specialized organizational capabilities for providing value to customers in the form of services 

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose 

C. The management of functions within an organization to perform certain activities 

D. Units of organizations with roles to perform certain activities 

Answer: A