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Q31. Which of the following is NOT an objective of Continual Service Improvement? 

A. Review and analyze Service Level Achievement results 

B. Identify activities to improve the efficiency of service management processes 

C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction 

D. Conduct activities to deliver and manage services at agreed levels to business users 


Q32. What is the BEST description of the purpose of the service operation stage of the service lifecycle? 

A. To decide how IT will engage with suppliers during the service lifecycle 

B. To proactively prevent all outages to IT services 

C. To design and build processes that will meet business needs 

D. To deliver and manage IT services at agreed levels to business users and customers 


29. Which one of the following statements BEST describes a definitive media library (DML)? 

A. A secure location where definitive hardware spares are held 

B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected 

C. A database that contains definitions of all media CIs 

D. A secure library where definitive authorized versions of all software and back-ups are stored and protected 


Q33. Which function or process would provide staff to monitor events in an operations bridge? 

A. Technical management 

B. IT operations management 

C. Request fulfillment 

D. Applications management 


Q34. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 

1. Providing an understanding of what strategy is 

2. Ensuring a working relationship between the customer and service provider 

3. Defining how value is created 

A. 1 only 

B. 2 only 

C. 3 only 

D. All of the above 


Q35. Which one of the following is the purpose of service level management? 

A. To carry out the service operations activities needed to support current IT services 

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services 

C. To create and populate a service catalogue 

D. To ensure that an agreed level of IT service is provided for all current IT services 


Q36. What is the result of carrying out an activity, following a process or delivering an IT service known as? 

A. Outcome 

B. Incident 

C. Change 

D. Problem 


Q37. What guidance does ITIL give on the frequency of production of service reporting? 

A. Service reporting intervals must be defined and agreed with the customers 

B. Reporting intervals should be set by the service provider 

C. Reports should be produced weekly 

D. Service reporting intervals must be the same for all services 


Q38. 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 


Q39. Which one of the following is the BEST description of a major incident? 

A. An incident which is so complex that it requires root cause analysis before a workaround can be found 

B. An incident which requires a large number of people to resolve 

C. An incident logged by a senior manager 

D. An incident which has a high priority or a high impact on the business 


Q40. Which of the following are basic concepts used in access management? 

A. Personnel, electronic, network, emergency, identity 

B. Rights, access, identity, directory services, service/service components 

C. Physical, personnel, network, emergency, service 

D. Normal, temporary, emergency, personal, group