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2021 Apr ITILFND pdf exam
Q101. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A. Do
B. Perform
C. Implement
D. Measure
Answer: A
Q102. 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
Q103. What are customers of IT services who work in the same organization as the service provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Answer: D
Q104. What are the categories of event described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Answer: C
Q105. 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
Update ITILFND study guide:
Q106. Which one of the following can help determine the level of impact of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
Answer: B
Q107. Which of the following would be most useful in helping to implement a workaround as quickly as possible?
A. A capacity database
B. A definitive media library
C. A request for change
D. A known error database
Answer: D
Q108. In which of the following should details of a workaround be documented?
A. The service level agreement (SLA)
B. The problem record
C. The availability management information system
D. The IT service plan
Answer: B
Q109. Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
A. 1 and 3 only
B. All of the above
C. 1 and 2 only
D. 2 and 3 only
Answer: B
Q110. Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Answer: D