[2021.4] ITIL ITILFND exam dumps pdf and practice questions free

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ITIL ITILFND practice test questions 1-13 free

QUESTION 1
Which guiding principle focuses on reducing costs and human errors?
A. Focus and value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
Correct Answer: C

QUESTION 2
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the
Service Portfolio only has information about services which are being considered for future development
B. The Service Catalogue has information about all services; the Service Portfolio only has information about services
which are being considered for future development
C. The Service Portfolio has information about all services; the Service Catalogue only has information about services
which are live, or being prepared for deployment
D. Service Catalogue and Service Portfolio are different names for the same thing
Correct Answer: C

QUESTION 3
Which should be handled by `service request management\\’?
A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement
Correct Answer: A
Reference: https://www.atlassian.com/itsm/service-request-management

QUESTION 4
Which of the following statements describes the objectives of service asset and configuration management?
1.
To identify, control, report and verify service assets and configuration items (CIs)
2.
To account for, manage and protect the integrity of service assets and configuration items
3.
To establish and maintain an accurate and complete configuration management system
4.
To document all security controls together with their operation and maintenance
A. 1 and 2 only
B. 1, 2, and 3 only
C. 1, 3 and 4 only
D. All of the above
Correct Answer: A

QUESTION 5
Which of the following is the BEST description of a Business Case?
A. A decision support and planning tool that projects the likely consequences of a business action
B. A portable device designed for the secure storage and transportation of important documents
C. A complaint by the business about a missed service level.
D. The terms and conditions in an IT outsource contract.
Correct Answer: A

QUESTION 6
Which is the BEST definition of a supplier?
A. It is a third party responsible for supplying goods or services that are required to deliver IT services
B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level
agreement
D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer
group
Correct Answer: D

QUESTION 7
Which is NOT within the scope of service transition?
A. Managing major changes or new services into the operational environment.
B. Defining how the service provider will meet the customer\\’s required business outcomes.
C. Ensuring that emergency changes are assessed for impact before implementation.
D. Creating a logical model between the individual components and the overall service.
Correct Answer: C

QUESTION 8
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
A. Early Life Support
B. Service Test Manager
C. Evaluation
D. Release Packaging and Build Manager
Correct Answer: A

QUESTION 9
When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
Correct Answer: D
Exam G

QUESTION 10
Which of the following would commonly be in a contract underpinning an IT service?
(1)
Marketing information
(2)
Contract description and scope
(3)
Responsibilities and dependencies
A.
1 and 2 only
B.
1 and 3 only
C.
2 and 3 only
D.
None of the above
Correct Answer: C

QUESTION 11
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be
identified?
A. Business Objectives, IT Objectives, Process Metrics
B. Process Models, Goals and Objectives
C. Vision and Strategy, Tactical Goals and Operational Goals
D. Business and IT Strategy and Process Definitions
Correct Answer: C

QUESTION 12
In which document would you expect to see an overview of actual service achievements against targets?
A. Operational level agreement(OLA)
B. Capacity plan
C. Service level agreement(SLA)
D. SLA monitoring chart(SLAM)
Correct Answer: D

QUESTION 13
Which is handled as a service request?
A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch
Correct Answer: C

Conclusion:

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