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New EXIN,Inc ITILFND Exam Dumps Collection (Question 6 - Question 15)

Question No: 6

Which statement BEST represents the guidance on incident logging?

A. Incidents must only be logged if a resolution is not immediately available

B. Only incidents reported to the service desk can be logged

C. All incidents must be fully logged

D. The service desk decide which incidents to log

Answer: C

Question No: 7

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

Answer: C

Question No: 8

Availability management is directly responsible for the availability of which of the following?

A. IT services and components

B. IT services and business processes

C. Components and business processes

D. IT services, components and business processes

Answer: A

Question No: 9

Access management is closely related to which other process?

A. Capacity management only

B. 3rd line support

C. Information security management

D. Change management

Answer: C

Question No: 10

Which of the following BEST describes technical management?

A. A function responsible for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsible for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT infrastructure

Answer: D

Question No: 11

Which one of the following is NOT an aim of the change management process?

A. To ensure the impact of changes are understood

B. To ensure that changes are recorded and evaluated

C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

D. To deliver and manage IT services at agreed levels to business users

Answer: D

Question No: 12

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

Answer: B

Question No: 13

With which process is problem management likely to share categorization and impact coding systems?

A. Incident management

B. Service asset and configuration management

C. Capacity management

D. IT service continuity management

Answer: A

Question No: 14

When can a known error record be raised?

1. At any time it would be useful to do so

2. After a workaround has been found

A. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

Answer: D

Question No: 15

Which of the following would be examined by a major problem review?

1. Things that were done correctly

2. Things that were done incorrectly

3. How to prevent recurrence

4. What could be done better in the future

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

Answer: D

Topic 7, Functions

172.Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

A. All of the above

B. 1, 2 and 3 only

C. 2 and 4 only

D. 3 and 4 only

Answer: B

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