ITIL ITIL Certifications ITILFND Questions & Answers

• Question 1:

  Which principle concentrates on service consumers?

  A. Start where you are

  B. Optimize and automate

  C. Keep it simple

  D. Focus on value

  Correct Answer: D

• Question 2:

  What is a cause, or potential cause, of one or more incidents?

  A. A configuration item

  B. A workaround

  C. An incident

  D. A problem

  Correct Answer: D

• Question 3:

  Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

  A. Information security management

  B. Change enablement

  C. Problem management

  D. Service configuration management

  Correct Answer: A

• Question 4:

  Where should incident resolution targets to be documented?

  A. A service level agreement.

  B. A request for change (RFC.

  C. The service portfolio

  D. A service description

  Correct Answer: A

• Question 5:

  Which is the BEST definition of a service?

  A. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes

  B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

  C. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.

  D. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).

  Correct Answer: B

• Question 6:

  What is a configuration item?

  A. Any financially valuable component that can contribute to delivery of an IT product or service

  B. Any component that needs to be managed in order to deliver an IT service

  C. Any change of state that has significance for the management of a service

  D. A problem that has been analyzed but has not been resolved

  Correct Answer: B

  Reference: https://www.bmc.com/blogs/itil-key-terms/

• Question 7:

  Which lifecycle stage defines how value is created and delivered?

  A. Service design

  B. Service strategy

  C. Continual service improvement

  D. Service operation

  Correct Answer: B

  The objectives of service strategy includes :

  An understanding of what strategy is.

  A clear identification of the definition of services and the customers who use them. The ability to define how value is created and delivered. Means to identify opportunities to provide services and how to exploit them. A clear service provision

  model that articulates how services will be delivered and funded as well as to whom they will be delivered and for what purpose.

• Question 8:

  A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.

  What has taken place within the SLA target?

  A. A functional escalation

  B. A service level escalation

  C. An incident resolution

  D. A hierarchic escalation

  Correct Answer: D

• Question 9:

  What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

  A. Centralized Service desk

  B. Virtual Service desk

  C. Local service desk

  D. Specialized service desk

  Correct Answer: B

• Question 10:

  Which service lifecycle stage supports the creation of a portfolio of quantified services?

  A. Service strategy

  B. Service design

  C. Service level management

  D. Service operation

  Correct Answer: A