ITILFND

What should a service always deliver to customers?A . ApplicationsB . InfrastructureC . ValueD . ResourcesView AnswerAnswer: C

What should a release policy include?A . The process owner and process manager for each type of releaseB . The roles and responsibilities for incident and problem resolutionC . The naming convention and expected frequency of each type of releaseD . The naming convention for all configuration items (CI) recorded...

Which one of the following is concerned with policy and direction?A . Capacity managementB . GovernanceC . Service designD . Service level managementView AnswerAnswer: B

What are the categories of event described in the ITIL service operation book?A . Informational, scheduled, normalB . Scheduled, unscheduled, emergencyC . Informational, warning, exceptionD . Warning, reactive, proactiveView AnswerAnswer: C

Which process is responsible for managing relationships with vendors?A . Change managementB . Service portfolio managementC . Supplier managementD . Continual service improvementView AnswerAnswer: C

Which of the following is NOT an objective of service transition?A . To ensure that a service can be operated, managed and supportedB . To provide training and certification in project managementC . To provide quality knowledge and information about services and service assetsD . To plan and manage the...

What are underpinning contracts used to document?A . The provision of IT services or business services by a service providerB . The provision of goods and services by third party suppliersC . Service levels that have been agreed between the internal service provider and their customerD . Metrics and critical...

Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the service provider could...

Which process will regularly anal0yse incident data to identify discernible trends?A . Service level managementB . Problem managementC . Change managementD . Event managementView AnswerAnswer: B

Which of the following is NOT an objective of service transition?A . To ensure that a service can be operated, managed and supportedB . To provide training and certification in project managementC . To provide quality knowledge and information about services and service assetsD . To plan and manage the...