ITILFND Exam - Free ITIL Questions and Answers

Question #11 (Topic: Topic 1)

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

A. 1 only B. 2 only C. Both of the above D. Neither of the above

Answer: B

Question #12 (Topic: Topic 1)

Why is it important for service providers to understand patterns of business activity (PBA)?

A. PBA are based on organizational roles and responsibilities B. IT service providers CANNOT schedule changes until they understand PBA C. Demand for the services delivered by service providers are directly influenced by PBA D. Understanding PBA is the only way to enable accurate service level reporting

Answer: C

Question #13 (Topic: Topic 1)

Which one of the following would NOT be defined as part of every process?

A. Roles B. Inputs and outputs C. Functions D. Metrics

Answer: C

Question #14 (Topic: Topic 1)

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the
live environment?

A. Service level management B. Service catalogue management C. Demand management D. Service transition

Answer: B

Question #15 (Topic: Topic 1)

A process owner has been identified with an ג€Iג€ in a RACI matrix. Which one of the following would be expected of them?

A. Be accountable for the outcome of an activity B. Perform an activity C. Be kept up-to-date on the progress of an activity D. Manage an activity

Answer: C

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