ITILFND Online Practice Questions and Answers

What are the MOST important skills required by service desk staff?

A. Incident analysis skills

B. Technical skills

C. Problem resolution skills

D. Supplier management skills

What includes governance as a component?

A. Practices

B. The service value chain

C. The service value system

D. The guiding principles

What term is used to describe whether a service will meet availability, capacity and security requirements?

A. Outcomes

B. Value

C. Utility

D. Warranty

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

In which of the following should details of a workaround be documented?

A. In a service level agreement (SLA)

B. In a problem record

C. In the availability management information system

D. In the IT service plan

Which of the following availability management activities is/are considered to be proactive as opposed to reactive?

1.

Monitoring system availability

2.

Designing availability into a proposed solution

A. None of the above

B. Both of the above

C. 1 only

D. 2 only

Which is the correct combination of Service Management terms across the Lifecycle?

A. 1-A, 2-B, 3-C, 4-D

B. 1-C, 2-D, 3-A, 4-B

C. 1-C, 2-B, 3-A, 4-D

D. 1-B, 2-C, 3-D, 4-A

What must a service level agreement (SLA) define?

A. Legally binding contractual responsibilities or both parties

B. Legally binding contractual responsibilities of just the IT service provider

C. Key service targets and responsibilities of both the IT service provider and customer

D. Key service targets and responsibilities of just the IT service provider

Which ITIL concept helps an organization to make good decisions?

A. Guiding principles

B. Four dimensions of service management

C. Practices

D. Service value chain

Which statement about `continual improvement' is CORRECT?

A. All improvement ideas should be logged in a single `continual improvement register'

B. A single team should carry out `continual improvement' across the organization

C. `Continual improvement' should have minimal interaction with other practices D. Everyone in the organization is responsible for some aspects of `continual improvement'