ITILFND Online Practice Questions and Answers

Which is provided by the `engage' value chain activity?

A. Ensuring that stakeholder expectations for quality are met

B. Ensuring that stakeholder needs are understood by the organization

C. Ensuring that service components are available when needed

D. Ensuring that services are operated to meet agreed specifications

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A. Implementing service and process improvements

B. Reviewing measurements and metrics

C. Creating a baseline

D. Defining measurable targets

Which one of the following is NOT the responsibility of service catalogue management?

A. Ensuring that information in the service catalogue is accurate

B. Ensuring that service level agreements are maintained

C. Ensuring that information in the service catalogue is consistent with information in the service portfolio

D. Ensuring that all operational services are recorded in the service catalogue

Which of the following can include steps that will help to resolve an incident?

1.

Incident model

2.

Known error record

A. 1 only

B. 2only

C. Both of the above

D. Neither of the above

Access management is responsible for executing the policies that are defined in which process?

A. Service portfolio management

B. Information security management

C. Change management

D. Problem management

When is it confirmed if a project's objectives have been achieved?

A. During the Closing a Project process

B. During the final end stage assessment

C. During the Controlling a Stage process

D. During the Managing Product Delivery process

Identity the missing word in the following sentence.

Sponsor is the role that authorizes budget for service [?].

A. management

B. value

C. consumption

D. provision

When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

A. Business objectives

B. Improvement plans

C. Assessment results

D. KPI reports

Which dimension of service management considers governance, management, and communication?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes