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Exin ITILFND Exam Sample Questions


Question # 1

The remediation plan should be evaluated at what point in the change lifecycle?

A.

Before the change is approved

B.

Immediately after the change has failed and needs to be backed out

C.

After implementation but before the post implementation review

D.

After the post implementation review has identified a problem with the change



A.

Before the change is approved





Question # 2

Which one of the following is the CORRECT set of steps for the continual service
improvement approach?

A.

Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually improve

B.

Where do we want to be?; How do we get there?; How do we check we arrived?; How
do we keep the momentum going?

C.

Identify the required business outcomes; Plan how to achieve the outcomes; Implement
the plan; Check the plan has been properly implemented; Improve the solution

D.

What is the vision?; Where are we now?; Where do we want to be?; How do we get
there?; Did we get there?; How do we keep the momentum going?



D.

What is the vision?; Where are we now?; Where do we want to be?; How do we get
there?; Did we get there?; How do we keep the momentum going?





Question # 3

Which statement about service review meetings is FALSE?

A.

Actions from service review meetings should only be assigned to the service provider

B.

Meetings should be held on a regular basis to review service achievement

C.

Issues for the upcoming period should be discussed at the meetings

D.

Progress and success of the service improvement programme (SIP) should be reviewed



A.

Actions from service review meetings should only be assigned to the service provider





Question # 4

Which one of the following is the BEST definition of reliability?

A.

The availability of a service or component

B.

The level of risk that affects a service or process

C.

How long a service or configuration item (CI) can perform its function without failing

D.

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



C.

How long a service or configuration item (CI) can perform its function without failing





Question # 5

Which is a responsibility of a customer within the service level management process?

A.

Negotiate third party contracts

B.

Measure service availability

C.

Supply good or services

D.

Agree Service level targets



D.

Agree Service level targets




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