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Question 1:
What are the publications that provide guidance specific to industry sectors and organization types known as?
A. The Service Strategy and Service Transition books
B. The ITIL Complementary Guidance
C. The Service Support and Service Delivery books
D. Pocket Guides
Correct Answer: B
Question 2:
Which of the following identifies the purpose of service transition planning and support?
A. Provide overall planning for service transitions and co-ordinate the resources they require
B. Ensure that all service transitions are properly authorized
C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
D. To define testing scripts to ensure service transitions are unlikely to ever fail
Correct Answer: A
Question 3:
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
A. The IT director
B. The process owner
C. The service owner
D. The customer
Correct Answer: B
Question 4:
What should a release policy include?
A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
Correct Answer: C
Question 5:
Identify the missing words in the following sentence.
The `incident management\’ practice should maintain [?] for logging and managing incidents.
A. a dedicated team
B. a formal process
C. detailed procedures
D. a value chain activity
Correct Answer: C
Question 6:
What is the CORRECT definition of service management?
A. A set of specialized assets for transitioning services into the live operational environment
B. A set of specialized organizational capabilities for delivering value to customers in the form of services
C. The capability of suppliers to deliver services to providers in exchange for money
D. The capability of service providers to minimize their costs without reducing the value of the services
Correct Answer: B
Question 7:
What aspect of `service level management\’ asks service consumers what their work involves and how technology helps them?
A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback
Correct Answer: A
Question 8:
What is a change schedule PRIMARILY used for?
A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts
Correct Answer: D
Question 9:
What are Request Models used for?
A. Capacity Management
B. Modeling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D. Identifying frequently received user requests and defining how they should be handled
Correct Answer: D
Question 10:
Which is the correct combination of items that makes up an IT service?
A. Customers, providers and documents
B. Information technology, people and processes
C. Information technology, networks and people
D. People, processes and customers
Correct Answer: B
Question 11:
Which of the following is an example of incident?
A. A backup server is being rebooted while services are running on the primary server
B. An application is not available during the business hours
C. A user has requested access to a shared repository
D. A user wants to reset the password of a server
Correct Answer: B
Question 12:
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
A. Service Operation
B. Capacity Management
C. Service Design
D. Availability Management
Correct Answer: A
Question 13:
Which of the following is NOT a benefit of using public frameworks and standards?
A. Knowledge of public frameworks is more likely to be widely distributed
B. They are always free ensuring they can be implemented quickly
C. They are validated across a wide range of environments making them more robust
D. They make collaboration between organizations easier by giving a common language
Correct Answer: B
Question 14:
Which describes outcomes?
A. Tangible or intangible deliverables
B. Results desired by a stakeholder
C. Configuration of an organization\’s resources
D. Functionality offered by a product or service
Correct Answer: B
Question 15:
Which of the following BEST describes technical management?
A. A function responsibilities 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 responsibilities for all staff within the technical support function
D. A function that includes providing technical expertise and overall management of the IT infrastructure
Correct Answer: D