ITILFND EXINInc Exam Questions and Free Practice Test

Question 19

- (Topic 5)
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

Correct Answer:A

Question 20

- (Topic 10)
What is the best description of an external customer?

A. Someone who works in the same organization but in a different business unit to the service provider

B. Anyone who gets charged for the delivered services

C. Customers who are not part of the same organization as the service provider

D. Customers for whom the cost of the service is the primary driver

Correct Answer:C

Question 21

- (Topic 10)
Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?

A. Service level management

B. Change management

C. Incident management

D. Service asset and configuration management

Correct Answer:D

Question 22

- (Topic 5)
Which process would be used to compare the value that newer services have offered over those they have replaced?

A. Availability management

B. Capacity management

C. Service portfolio management

D. Service catalogue management

Correct Answer:C

Question 23

- (Topic 10)
Which statement about the known error database (KEDB. is CORRECT?

A. It is maintained by the service desk and updated with the details of each new incident

B. It is a part of the configuration management database (CMD

C. and contains workarounds

D. It is maintained by problem management and is used by the service desk to help resolve incidents

E. It is maintained by incident management and contains solutions to be implemented by problemManagement

Correct Answer:C

Question 24

- (Topic 3)
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. A change

B. A change model

C. A change request

D. A change advisory board

Correct Answer:A

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