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2021 Apr ITILFND exam topics

Q121. Which of the following should be done when closing an incident? 

1. Check the incident categorization and correct it if necessary 

2. Check that the user is satisfied with the outcome 

A. 1 only 

B. Both of the above 

C. 2 only 

D. Neither of the above 

Answer: B 


Q122. Which of the following are benefits to the business of implementing service transition? 

1. Better reuse and sharing of assets across projects and resources 

2. Reduced cost to design new services 

3. Result in higher volume of successful changes 

A. 1 and 2 only 

B. 2 and 3 only 

C. 1 and 3 only 

D. None of the above 

Answer: C 


Q123. Which of the following is the BEST description of a centralized service desk? 

A. The desk is co-located within or physically close to the user community it serves 

B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place 

C. The desk provides 24 hour global support 

D. There is a single desk in one location serving the whole organization 

Answer: D 


Q124. What is the BEST description of an operational level agreement (OLA)? 

A. An agreement between the service provider and another part of the same organization 

B. An agreement between the service provider and an external organization 

C. A document that describes to a customer how services will be operated on a day-to-day basis 

D. A document that describes business services to operational staff 

Answer: A 


Q125. Which of the following are types of service defined in ITIL? 

1. Enabling 

2. Core 

3. Enhancing 

4. Computer 

A. 1, 3 and 4 only 

B. 2, 3 and 4 only 

C. 1, 2 and 4 only 

D. 1, 2 and 3 only 

Answer: D 


Update ITILFND practice test:

Q126. What is a RACI model used for? 

A. Performance analysis 

B. Recording configuration items 

C. Monitoring services 

D. Defining roles and responsibilities 

Answer: D 


Q127. What are underpinning contracts used to document? 

A. The provision of IT services or business services by a service provider 

B. The provision of goods and services by third party suppliers 

C. Service levels that have been agreed between the internal service provider and their customer 

D. Metrics and critical success factors (CSFs) for internal support teams 

Answer: B 


Q128. Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization? 

A. Change proposal 

B. Change policy 

C. Service request 

D. Risk register 

Answer: A 


Q129. With which process is problem management likely to share categorization and impact coding systems? 

A. Incident management 

B. Service asset and configuration management 

C. Capacity management 

D. IT service continuity management 

Answer: A 


Q130. Which of the following BEST describes partners' in the phrase people, processes, products and partners"? 

A. Suppliers, manufacturers and vendors 

B. Customers 

C. Internal departments 

D. The facilities management function 

Answer: A