ITILFND exam

Which is the correct definition of a customer facing service?A . One which directly supports the business processes of customersB . A service that cannot be allowed to failC . One which is not covered by a service level agreementD . A service not directly used by the businessView AnswerAnswer:...

Which process is responsible for the availability, confidentiality and integrity of data?A . Service catalogue managementB . Service asset and configuration managementC . Change managementD . Information security managementView AnswerAnswer: D

Follow the sunA . 1, 2 and 4 onlyB . 2, 3 and 4 onlyC . 1, 3 and 4 onlyD . 1, 2 and 3 onlyView AnswerAnswer: A

Which of the following is service transition planning and support NOT responsible for?A . Prioritizing conflicts for service transition resourcesB . Coordinating the efforts required to manage multiple simultaneous transitionsC . Maintaining policies, standards and models for service transition activities and processesD . Detailed planning of the build and test...

Which process is responsible for dealing with complaints, comments, and general enquiries from users?A . Service level managementB . Service portfolio managementC . Request fulfilmentD . Demand managementView AnswerAnswer: C

Which of the following is NOT an objective of service transition?A . To ensure that a service can be operated, managed and supportedB . To provide training and certification in project managementC . To provide quality knowledge and information about services and service assetsD . To plan and manage the...

Which one of the following is the CORRECT set of steps for the continual service improvement approach?A . Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveB . Where do we want to be?; How do we get there?; How do we check we arrived?;...

Why is it important for service providers to understand patterns of business activity (PBA)?A . PBA are based on organizational roles and responsibilitiesB . IT service providers CANNOT schedule changes until they understand PBAC . Demand for the services delivered by service providers are directly influenced by PBAD . Understanding...

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?A . Change proposalB . Change policyC . Service requestD . Risk registerView AnswerAnswer: A

The consideration of value creation is a principle of which stage of the service lifecycle?A . Continual service improvementB . Service strategyC . Service designD . Service transitionView AnswerAnswer: B