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2021 Apr ITILFND test

Q71. Which of the following would NOT be contained in a release policy? 

A. Naming and numbering conventions 

B. Entry and exit criteria of the release into testing 

C. Roles and responsibilities for the release 

D. The risk register for the release 

Answer: D 


Q72. Which of the following would commonly be found in a contract underpinning an IT service? 

1.

 Financial arrangements related to the contract 

2.

 Description of the goods or service provided 

3.

 Responsibilities and dependencies for both parties 

A. 1 and 2 only 

B. 1 and 3 only 

C. 2 and 3 only 

D. All of the above 

Answer: D 


Q73. Which one of the following statements is CORRECT? 

A. The configuration management system is part of the known error database 

B. The service knowledge management system is part of the configuration management system 

C. The configuration management system is part of the service knowledge management system 

D. The configuration management system is part of the configuration management database 

Answer: C 


Q74. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps? 

A. People, process, partners, performance 

B. Performance, process, products, plans 

C. People, process, products, partners 

D. People, products, plans, partners 

Answer: C 


Q75. Which of the following is the BEST description of a centralized service desk? 

A. The desk is co-located within or physically close to the user community it serves 

B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place 

C. The desk provides 24 hour global support 

D. There is a single desk in one location serving the whole organization 

Answer: D 


Renewal ITILFND test engine:

Q76. 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 

Answer: B 


Q77. Who is responsible for defining metrics for change management? 

A. The change management process owner 

B. The change advisory board (CAB) 

C. The service owner 

D. The continual service improvement manager 

Answer: A 


Q78. Which of the following is not a service desk type recognized in the service operation volume of ITIL? 

A. Local 

B. Centralized 

C. Outsourced 

D. Virtual 

Answer: C 


Q79. Which one of the following is the BEST description of a service level agreement (SLA)? 

A. The part of a contract that specifies the responsibilities of each party 

B. An agreement between the service provider and an internal organization 

C. An agreement between a service provider and an external supplier 

D. An agreement between the service provider and their customer 

Answer: D 


Q80. Consider the following list: 

1. Change authority 

2. Change manager 

3. Change advisory board (CAB) 

Which one of the following is the BEST description of the items above? 

A. Job descriptions 

B. Functions 

C. Teams 

D. Roles, people or groups 

Answer: D