ITILFND Online Practice Questions and Answers

Which helps to manage an incident when it is unclear which support team should be working on the incident?

A. Disaster recovery plans

B. Swarming

C. Target resolution times

D. Self-help

An SLA is a service level agreement.

Which describes the `watermelon SLA' effect?

A. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

A. Progress iteratively with feedback

B. Collaborate and promote visibility

C. Think and work holistically

D. Keep it simple and practical

Where would you expect incident resolution targets to be documented?

A. A service level agreement (SLA)

B. A request for change (RFC)

C. The service portfolio

D. A service description

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A. Business services

B. Component services

C. Supporting services

D. Customer services

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

What should a release policy include?

A. Roles and responsibilities across all the service transition processes

B. Roles and responsibilities for updating the configuration management database (CMDB)

C. Criteria and authorization to exit early life support and handover to the service operation function

D. How request for changes (RFCs) are approved for software releases in the IT production environment

Which is the CORRECT list of metrics to support CSI activities?

A. Technology, customer and business

B. Business, service and technology

C. Customer, business and process

D. Process, technology and service

In the phrase "People, Processes, Products and Partners". Products refers to:

A. IT Infrastructure and Applications

B. Services, technology and tools

C. Goods provided by third parties to support the IT Services

D. All assets belonging to the Service Provider

Which practice may involve the initiation of disaster recovery?

A. Incident management

B. Service request management

C. Service level management

D. IT asset management