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2021 Mar ITILFND exam cost
Q61. What are customers of IT services who work in the same organization as the service provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Answer: D
Q62. Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
Answer: D
Q63. The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT
part of this type of SLA?
A. Customer level
B. Service level
C. Corporate level
D. Configuration level
Answer: D
Q64. Which process has the purpose to ensure that, by managing the risks 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 catalog management
Answer: B
Q65. The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
A. Data
B. Information
C. Knowledge
D. Governance
Answer: C
Most recent ITILFND free question:
Q66. In terms of adding value to the business, which one of the following describes service operation s contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modeled
D. Service value is visible to customers
Answer: D
Q67. 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
Q68. What are underpinning contracts used to document?
A. The provision of IT services or business services by a service provider
B. The provision of goods and services by third party suppliers
C. Service levels that have been agreed between the internal service provider and their customer
D. Metrics and critical success factors (CSFs) for internal support teams
Answer: B
Q69. Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Answer: B
Q70. What is the primary focus of the business management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Answer: D