ITILFND v3 sample questions

Question 1

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Accepted Answer

RACI model

Answer

The Deming Cycle

Answer

Continual service improvement (CSI) approach

Answer

Incident model

Question 2

Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

Accepted Answer

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

Answer

Public frameworks are always cheaper to adopt

Answer

Proprietary knowledge has been tested in a wide range of environments

Answer

Public frameworks are prescriptive and tell you exactly what to do

Question 3

What do customers NOT have ownership of when receiving value from services?

Accepted Answer

Specific risks and impacts

Answer

Specific costs and outcomes

Answer

Specific outcomes and impacts

Answer

Specific costs and risks

Question 4

Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To identify customer needs and ensure that the service provider is able to meet

Accepted Answer

Both of the above

Answer

2 only

Answer

Neither of the above

Answer

1 only

Question 5

Which describes an interface of incident management with service level management?

Accepted Answer

Incident response times

Answer

Incident workarounds

Answer

Creating a problem record

Answer

The status of faulty Cis

Question 6

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Accepted Answer

Continual service improvement

Answer

Service operation

Answer

Service transition

Answer

Service strategy

Question 7

Contracts relating to an outsourced Data Centre would be managed by?

Accepted Answer

Facilities Management

Answer

Technical Management

Answer

Service Desk

Answer

IT Operations Control

Question 8

Which of the following is an objective of business relationship management?

Accepted Answer

To ensure high levels of customer satisfaction

Answer

To identify patterns of business activity

Answer

To secure funding to manage the provision of services

Answer

To ensure strategic plans for IT services exist

Question 9

Where are the details of core and enhancing services provided?

Accepted Answer

The service catalogue

Answer

The service portfolio

Answer

The configuration management system

Answer

The definitive media library

Question 10

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Accepted Answer

Design coordination

Answer

Change management

Answer

Service transition planning and support

Answer

Service level management

ITILFND v3 Sample Questions & Answers

Ready for the real thing?

ITILFND v3 Sample Questions & Answers

Related practice tests

Ready for the real thing?