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Q121. 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 


Q122. 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 


Q123. Which of the following identifies the purpose of design coordination? 

A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle 

B. Ensuring all service designs have availability designed into them C. Designing of all the links between every service design process and all other processes in the service lifecycle 

D. Control of all supplier relationships from design right through to the production environment 


Q124. What are the categories of event described in the ITIL service operation book? 

A. Informational, scheduled, normal 

B. Scheduled, unscheduled, emergency 

C. Informational, warning, exception 

D. Warning, reactive, proactive 


Q125. Which of the following are reasons why ITIL is successful? 


 ITIL is vendor neutral 


 It does not prescribe actions 


 ITIL represents best practice 

A. All of the above 

B. 1 and 3 only 

C. 1 and 2 only 

D. 2 and 3 only 


Q126. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits? 

A. Service asset and configuration management 

B. Event management 

C. Service catalogue management 

D. Problem management 


Q127. What type of record should you raise when a problem diagnosis is complete and a workaround is available? 

A. A service object 

B. An incident 

C. A change 

D. A known error 


Q128. Which areas of service management can benefit from automation? 

1. Design and modeling 

2. Reporting 

3. Pattern recognition and analysis 

4. Detection and monitoring 

A. 1, 2 and 3 only 

B. 1, 3 and 4 only 

C. 2, 3 and 4 only 

D. All of the above 


Q129. In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management? 

A. Service strategy 

B. Service design 

C. Service transition 

D. Service operation 


Q130. Which of the following provide value to the business from service strategy? 

1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful 

2. Enabling the service provider to respond quickly and effectively to changes in the business environment 

3. Reduction in the duration and frequency of service outages 

A. All of the above 

B. 1 and 3 only 

C. 1 and 2 only 

D. 2 and 3 only