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ITILFND Practice Questions

Question # 1

A process owner has been identified with an “I” 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



C.

Be kept up-to-date on the progress of an activity



Question # 2

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



D.

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



Question # 3

What does the term “Wisdom” represent within the Data-to-Information-to-Knowledge-to-
Wisdom (DIKW)?

A.

The complete collection of all data and data repositories in the organization

B.

The knowledge to manage organization processes and people

C.

The complete collection of all process management structures in the organization

D.

The contextual awareness to provide strong common sense judgement



D.

The contextual awareness to provide strong common sense judgement



Question # 4

Which is responsible for the production of the service design package (SDP)?

A.

Service portfolio management

B.

Service catalogue management

C.

Design coordination

D.

Service design



D.

Service design



Question # 5

Which of the following is best definition of IT service management?

A.

An internal service provider that is embedded within a business unit

B.

A complete set of all the documentation required to deliver world class services to
customers

C.

Technical implementation of supporting IT infrastructure components

D.

The implementation and management of quality IT services that meet business needs



D.

The implementation and management of quality IT services that meet business needs



Question # 6

Which process analyses services that are no longer viable and when they should be
retired?

A.

Change management

B.

Service portfolio management

C.

Service level management

D.

Business relationship management



B.

Service portfolio management



Question # 7

What should a service always deliver to customers?

A.

Applications

B.

Infrastructure

C.

Value

D.

Resources



C.

Value



Question # 8

What are customers of IT services who do NOT work in the same organization as the
service provider known as?

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers



B.

External customers



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Exam Name: ITIL – Foundation (v4)
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