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New EXIN,Inc ITILFND Exam Dumps Collection (Question 3 - Question 12)
Q1. Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
A. All of the above
B. 3 and 4 only
C. 2 and 4 only
D. 2 only
Answer: C
Q2. Which one of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible
Answer: D
Q3. What are the categories of events described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Answer: C
Q4. Which statement about the service portfolio is TRUE?
A. The service portfolio includes all services except those managed by third parties
B. It is an integral part of the service catalogue
C. It allows the organization unlimited resources when planning for new service deployments
D. It represents all resources presently engaged or being released in various stages of the service lifecycle
Answer: D
Q5. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
A. The IT director
B. The process owner
C. The service owner
D. The customer
Answer: B
Q6. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
A. The change authorization board
B. The change advisory board
C. The change implementer
D. The change manager
Answer: B
Q7. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A. Service level management
B. Problem management
C. Change management
D. Event management
Answer: B
Q8. Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfilment
B. Service portfolio management
C. Service desk
D. IT finance
Answer: A
Q9. Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Request fulfillment
Answer: B
Q10. Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: B
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