ITILFND

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 portfolioD . A service descriptionView AnswerAnswer: A

Which of the following options is a hierarchy that is used in knowledge management?A . Wisdom - Information - Data - KnowledgeB . Data - Information - Knowledge - WisdomC . Knowledge - Wisdom - Information - DataD . Information - Data - Knowledge - WisdomView AnswerAnswer: B

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)View AnswerAnswer: B

Which of the following BEST describes the purpose of access management?A . To provide a channel for users to request and receive standard servicesB . Provides the rights for users to be able to use a service or group of servicesC . To prevent problems and resulting Incidents from happeningD...

What do customer perceptions and business outcomes help to define?A . The value of a serviceB . GovernanceC . Total cost of ownership (TCO)D . Key performance indicators (KPIs)View AnswerAnswer: A

Which of the following is an objective of business relationship management?A . To identify patterns of business activityB . To ensure high levels of customer satisfactionC . To secure funding to manage the provision of servicesD . To ensure strategic plans for IT services existView AnswerAnswer: B

What are the categories of event described in the UIL service operation book?A . Informational, scheduled, normalB . Scheduled, unscheduled, emergencyC . Informational, warning, exceptionD . Warning, reactive, proactiveView AnswerAnswer: C

What should a release policy include?A . The process owner and process manager for each type of releaseB . The roles and responsibilities for incident and problem resolutionC . The naming convention and expected frequency of each type of releaseD . The naming convention for all configuration items (CI) recorded...

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?A . ProfitB . PreparationC . ProductsD . PotentialView AnswerAnswer: C

Which of the following is NOT one of the five individual aspects of service design?A . The design of the service portfolio, including the service catalogueB . The design of new or changed servicesC . The design of market spacesD . The design of the technology architecturesView AnswerAnswer: C