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Practice ITIL ITILFND exam question 1-13
QUESTION 1
What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff
Correct Answer: A
QUESTION 2
Identify the missing word in the following sentence.
A user is [?] that uses services.
A. an organization
B. a role
C. a team
D. a supplier
Correct Answer: B
QUESTION 3
Which of the following would be defined as part of every process?
(1)
Roles
(2)
Activities
(3)
Functions
(4)
Responsibilities
A.
1 and 3 only
B.
All of the above
C.
2 and 4 only
D.
1, 2 and 4 only
Correct Answer: D
QUESTION 4
Which tool helps with defining accountability and responsibility within processes?
A. A CSI register
B. A project charter
C. A RACI model
D. A communications plan
Correct Answer: C
QUESTION 5
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate
Correct Answer: C
QUESTION 6
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
Correct Answer: B
QUESTION 7
Which stage of the change management process deals with what should be done if the change is unsuccessful?
A. Remediation planning
B. Categorization
C. Prioritization
D. Review and close
Correct Answer: A
QUESTION 8
What would be the next step in the continual service improvement (CSI) model after?
1.
What is the vision?
2.
Where are we now?
3.
Where do we want to be?
4.
How do we get there?
5.
Did we get there?
6.
?
A. What is the return on investment (ROI)?
B. How much did it cost?
C. How do we keep the momentum going?
D. What is the value on investment (VOI)?
Correct Answer: C
QUESTION 9
What are the two MAIN types of activity in problem management?
A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
Correct Answer: D
QUESTION 10
Which approach is CORRECT when applying the guiding principle `keep it simple and practical\\’?
A. Only add controls and metrics when they are needed
B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance
Correct Answer: B
QUESTION 11
Which of the following are responsibilities of a Service Level Manager?
(1)
Agreeing targets in Service Level Agreements
(2)
Designing the service so it can meet the targets
(3)
Ensuring all needed contracts and agreements are in place
A.
1 and 3 only
B.
All of the above
C.
2 and 3 only
D.
1 and 2 only
Correct Answer: B
QUESTION 12
Which statement about the `four Ps” of service design is CORRECT?
A. Processes refers to skills and training
B. Partners refers to suppliers and vendors
C. People refers to technology and tools
D. Products refers to procedures and metrics
Correct Answer: B
QUESTION 13
In which step of the `continual improvement model\\’ is an improvement plan implemented?
A. What is the vision?
B. How do we get there?
C. Take action
D. Did we get there?
Correct Answer: C
The last sentence:
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