What Leading ITILFND Is?

New Questions 5

The configuration management system is part of which system?

A. The availability management information system

B. The capacity management information system

C. The information security management system

D. The service knowledge management system

New Questions 6

What are the two MAJOR activities in problem management?

A. Technical and service

B. Resource and proactive

C. Reactive and technical

D. Proactive and reactive

New Questions 7

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

New Questions 8

What is the primary focus of component capacity 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

New Questions 9

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A. The process practitioner

B. The process owner

C. The service owner

D. The process manager

New Questions 10

Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business

requirements?

A. Service transition

B. Service design

C. Service operation

D. Service configuration

New Questions 11

Which of the following BEST describes a service level agreement (SLA.?

A. A written agreement between a supplier and the IT customer(s), defining the key service targets and

responsibilities of both parties

B. A partnership developed between the IT service provider and the customer, so that a mutually

beneficial agreement is reached

C. The key service targets and responsibilities of both parties that are used to hold each party

accountable when disputes arise

D. An agreement between an IT service provider and another part of the same organization that assists

with the provision of services

New Questions 12

What BEST defines serviceability?

A. How quickly a service or component can be restored to normal working order

B. How long a service or component can perform its agreed function without failure

C. The ability of a third-party supplier to meet the terms of its contract

D. The part of the business process that is critical to providing the service

New Questions 13

Which statement about stakeholders is TRUE?

A. Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B. External customers are those who work for the same organization as the IT service provider

C. Internal customers are always charged for the IT services they receive from the IT

service provider organization

D. Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

New Questions 14

Which is an objective of event management?

A. To maintain user satisfaction with the quality of IT services

B. To detect changes of state that have significance for management of an IT service

C. To provided a channel for users to receive standard services that they are expecting

D. To minimize the impact of incidents due to service failures that cannot be prevented