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2021 Mar ITILFND free question
Q61. Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
Answer: C
Q62. Which process is responsible for managing relationships with vendors?
A. Change management
B. Service portfolio management
C. Supplier management
D. Continual service improvement
Answer: C
Q63. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
A. Service transition planning and support
B. Design coordination
C. Service level management
D. Change management
Answer: B
Q64. Which of the following provide value to the business from service strategy?
1.
Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.
Enabling the service provider to respond quickly and effectively to changes in the business environment
3.
Support the creation of a portfolio of quantified services
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Answer: A
Q65. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A. Employers
B. Stakeholders
C. Regulators
D. Accreditors
Answer: B
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Q66. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
Answer: C
Q67. Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
A. Availability management
B. Capacity management
C. Business relationship management
D. Service catalogue management
Answer: C
Q68. Which two elements of financial management for IT services are mandatory?
A. Budgeting and charging
B. Accounting and charging
C. Budgeting and accounting
D. Costing and charging
Answer: C
Q69. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation
Answer: A
Q70. Which of the following processes are performed by the service desk?
1.
Capacity management
2.
Request fulfillment
3.
Demand management
4.
Incident management
A. All of the above
B. 3 and 4 only
C. 2 and 4 only
D. 2 only
Answer: C