Free ITILFND Exam Dumps

- (Topic 10)
What BEST defines IT service management?

A. An organization supplying services to only external customers.
B. The customer of an IT Service provider who defines and agrees the service targets.
C. The implementation and management of quality IT services that meet business needs.
D. The resources that are utilized to provide value to customers through services.

Correct Answer:C

- (Topic 5)
Which of the following is the BEST reason for categorizing incidents?

A. To establish trends for use in problem management and other IT service management (ITSM) activities
B. To ensure service levels are met and breaches of agreements are avoided
C. To enable the incident management database to be partitioned for greater efficiency
D. To identify whether the user is entitled to log an incident for this particular service

Correct Answer:A

- (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

- (Topic 6)
Which one of the following is an objective of release and deployment management?

A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders

Correct Answer:D

- (Topic 6)
Which one of the following is the BEST description of a relationship in service asset and configuration management?

A. Describes the topography of the hardware
B. Describes how the configuration items (CIs) work together to deliver the services
C. Defines which software should be installed on a particular piece of hardware
D. Defines how version numbers should be used in a release

Correct Answer:B