ITILFND | 10 Tips For Renewal ITILFND practice test

New Questions 3

What is a RACI model used for?

A. Performance analysis

B. Recording configuration items

C. Monitoring services

D. Defining roles and responsibilities

Answer: D

New Questions 4

Which of the following is NOT a valid objective of problem management?

A. To prevent problems and their resultant Incidents

B. To manage problems throughout their lifecycle

C. To restore service to a user

D. To eliminate recurring incidents

Answer: C

New Questions 5

Which of the following activities would be performed by a process manager?

1. Monitoring and reporting on process performance

2. Identifying improvement opportunities

3. Appointing people to required roles

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Answer: A

New Questions 6

Which one of the following is the BEST description of a relationship in service asset and configuration management?

A. Describes the topography of the hardware

B. Describes how the configuration items (CIs) work together to deliver the services

C. Defines which software should be installed on a particular piece of hardware

D. Defines how version numbers should be used in a release

Answer: B

New Questions 7

Where should the following information be stored?

1. The experience of staff

2. Records of user behaviour

3. Supplier's abilities and requirements

4. User skill levels

A. The change schedule

B. The service portfolio

C. A configuration management database (CMDB)

D. The service knowledge management system (SKMS)

Answer: D

New Questions 8

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

New Questions 9

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. All of the above

Answer: D

Topic 10, New Questions

198.What is defined as "any change of state that has significance for the management of an IT service"?

A. A request for change

B. An incident

C. A problem

D. An event

Answer: D

Explanation: Event: Any change of state that has significance for the management of an IT service or other configuration item. The term can also be used to mean an alert or notification created by any IT service, Configuration Item or a Monitoring tool. Events

typically require IT Operations personnel to take actions and often lead to Incidents being logged.

New Questions 10

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)

Answer: D

New Questions 11

What is the PRIMARY process for strategic communication with the service provider's customers?

A. Service catalogue management

B. Service portfolio management

C. Service desk

D. Business relationship management

Answer: D

New Questions 12

Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events

2. To restore normal service operation as quickly as possible

3. To minimize adverse impacts on business operations

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. All of the above

Answer: B