ITILFND | A Review Of Free ITILFND vce

Q1. Which process works with incident management to ensure that security breaches are detected and logged?

A. Change management

B. Service level management

C. Access Management

D. Continual Service improvement

Answer: A

Q2. Which describes a proactive trigger for problem management?

A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

B. Analysis of an incident by a technical support group which reveals that an underlying problem exists,

or is likely to exist

C. Suspicion or detection of a cause of one or more incidents by the service desk

D. Trending of historical incident records to identify one or more underlying causes

Answer: D

Q3. Third parties responsible for supplying goods or services that are required to deliver IT services is a

description of which stakeholder?

A. External Customers

B. Suppliers

C. Operations

D. External Consultants

Answer: B

Q4. Which document shows a detailed analysis of business impact and benefits?

A. A return on investment

B. Service level requirements

C. A business case

D. A service level agreement

Answer: C

Q5. What should be documented as part of every process?

A. The process owner, process policy and set of process activities

B. The service owner, service level agreement and set of process procedures

C. The policy owner, operational level agreement and set of process steps

D. The service manager, service contract and set of work instructions

Answer: A

Q6. Which is one of the five aspects of service design?

A. Management information systems and tools

B. Risk analysis and management approach

C. Management policy for business case creation

D. Corporate governance and policy

Answer: A

Q7. Which of the following in NOT an objectives of the operations management function?

A. Swift application of skills to diagnose any IT Operations failures that occur

B. Delivering Operational improvements to achieve reduced costs.

C. Management of the definitive media library (DML)

D. Maintenance of status quo to achieve stability of day to day processes and activities

Answer: A

Q8. Which statement about Business Cases is TRUE?

A. Business Cases should focus on both the financial and non-financial impacts of the proposed project or service

B. Business Cases should focus on only the financial impacts of the proposed project to secure support

and funding

C. Business Cases should focus on only the non-financial business impacts of the proposed project to

secure proper high-level management support

D. Business cases should only focus on how the proposed project can lower costs and improve customer

satisfaction, listing measures and targets

Answer: A

Q9. Which process has the purpose to ensure that, by managing the risks which could seriously affect IT

services, the IT service provider can always provide minimum agreed business-related service

levels?

A. Change management

B. IT service continuity management

C. Financial management for IT services

D. Service catalogue management

Answer: B

Q10. Which Functions are included in IT operations management?

A. Network management and application management

B. Technical management and change management

C. IT operations control and facilities management

D. Facilities management and release management

Answer: C