Free ITILFND Exam Dumps

Question 36

- (Topic 10)
What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

A. Centralized Service desk
B. Virtual Service desk
C. Local service desk
D. Specialized service desk

Correct Answer:B

Question 37

- (Topic 4)
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional
"P"?

A. Profit
B. Preparation
C. Products
D. Potential

Correct Answer:C

Question 38

- (Topic 10)
What BEST describes the customers and users of an IT service provider?

A. Customers buy IT services; users use IT services
B. Customers design IT services; users test IT services
C. Customers sell IT services; users improve IT services
D. Customers agree the service levels; users buy IT services

Correct Answer:A

Question 39

- (Topic 10)
Which statement about Business Cases is TRUE?

A. Business Cases should focus on both the financial and non-financial impacts of the proposed project or service
B. Business Cases should focus on only the financial impacts of the proposed project to secure supportand funding
C. Business Cases should focus on only the non-financial business impacts of the proposed project tosecure proper high-level management support
D. Business cases should only focus on how the proposed project can lower costs and improve customersatisfaction, listing measures and targets

Correct Answer:A

Question 40

- (Topic 3)
Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

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

Correct Answer:C