P.S. Refined ITILFND forum are available on Google Drive, GET MORE: https://drive.google.com/open?id=1UQU-HFK15l9mRI5VHDgxCesGQkFYNVuh
New EXIN,Inc ITILFND Exam Dumps Collection (Question 9 - Question 18)
Question No: 9
Which document shows a detailed analysis of business impact and benefits?
A. A return on investment
B. Service level requirements
C. A business case
D. A service level agreement
Answer: C
Question No: 10
Which is the BEST definition of a service?
A. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
C. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
D. It is a means of delivering value to customers by facilitating outcomes described in operational level
agreements (OLAs) and Service level agreements (SLAs).
Answer: B
Question No: 11
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management andis used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem management
Answer: C
Question No: 12
ITSM concepts are often described in the context of only one of these type. Type I, type II and type III
A. Service Units
B. Business Units
C. Service Providers
D. Customers
Answer: C
Question No: 13
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
Answer: D
Question No: 14
Which statements about best practice is MOST correct?
A. Customers are a source of best practice and will advise service providers how it should be
implemented
B. Internal experience is the only source of best practice because it is developed within the service
provider
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service
Provider
Answer: C
Question No: 15
What BEST describes the customers and users of an IT service provider?
A. Customers buy IT services; users use IT services
B. Customers design IT services; users test IT services
C. Customers sell IT services; users improve IT services
D. Customers agree the service levels; users buy IT services
Answer: A
Question No: 16
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
A. Customer assets
B. Customer perceptions
C. Business activity
D. Business vision
Answer: D
Question No: 17
Which term describes if a service is fit for use?
A. Serviceability
B. Utility
C. Warranty
D. Availability
Answer: C
Question No: 18
An incident is proving difficult to resolve. A technician informs their manager that more resource is
needed to restore the service. What has taken place?
A. A functional escalation
B. A service level escalation
C. An incident resolution
D. A hierarchic escalation
Answer: D
100% Avant-garde EXIN,Inc ITILFND Questions & Answers shared by Examcollection, Get HERE: http://www.examcollectionuk.com/ITILFND-vce-download.html (New Q&As)