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2021 Mar ITILFND test preparation
Q81. Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
B. Planning the steps required to be taken if a change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change requestor of a failed change
Answer: B
Q82. Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
Answer: A
Q83. What are underpinning contracts used to document?
A. The provision of IT services or business services by a service provider
B. The provision of goods and services by third party suppliers
C. Service levels that have been agreed between the internal service provider and their customer
D. Metrics and critical success factors (CSFs) for internal support teams
Answer: B
Q84. What type of record should you raise when a problem diagnosis is complete and a workaround is available?
A. A service object
B. An incident
C. A change
D. A known error
Answer: D
Q85. Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
A. Internal
B. External
C. Service desk
D. Shared services unit
Answer: C
Latest ITILFND download:
Q86. What guidance does ITIL give on the frequency of production of service reporting?
A. Service reporting intervals must be defined and agreed with the customers
B. Reporting intervals should be set by the service provider
C. Reports should be produced weekly
D. Service reporting intervals must be the same for all services
Answer: A
Q87. What are the three service provider business models?
A. Internal service provider, outsourced 3rd party and off-shore party
B. Internal service operations provider, external service operations provider, shared service unit
C. Internal service provider, external service provider, outsourced 3rd party
D. Internal service provider, external service provider, shared service unit
Answer: D
Q88. 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 proposal
B. Change policy
C. Service request
D. Risk register
Answer: A
Q89. Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
A. Availability management
B. Capacity management
C. Business relationship management
D. Service catalogue management
Answer: C
Q90. The consideration of value creation is a principle of which stage of the service lifecycle?
A. Continual service improvement
B. Service strategy
C. Service design
D. Service transition
Answer: B
