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Q111. What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services? 

A. Business services 

B. Component services 

C. Supporting services 

D. Customer services 


Q112. How many people should be accountable for a process as defined in the RACI model? 

A. As many as necessary to complete the activity 

B. Only one – the process owner 

C. Two – the process owner and the process enactor 

D. Only one – the process architect 


Q113. Which of the following would be most useful in helping to implement a workaround as quickly as possible? 

A. A capacity database 

B. A definitive media library 

C. A request for change 

D. A known error database 


Q114. Which types of communication would the functions within service operation use? 

1. Communication between data centre shifts 

2. Communication related to changes 

3. Performance reporting 

4. Routine operational communication 

A. 1 only 

B. 2 and 3 only 

C. 1, 2 and 4 only 

D. All of the above 


Q115. What is the PRIMARY process for strategic communication with the service provider's customers? 

A. Service catalogue management 

B. Service portfolio management 

C. Service desk 

D. Business relationship management 


Q116. Which process is responsible for discussing reports with customers showing whether services have met their targets? 

A. Continual service improvement 

B. Change management 

C. Service level management 

D. Availability management 


Q117. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'? 

A. Service transition planning and support 

B. Design coordination 

C. Service level management 

D. Change management 


Q118. Where would you expect incident resolution targets to be documented? 

A. A service level agreement (SLA) 

B. A request for change (RFC) 

C. The service portfolio 

D. A service description 


Q119. Which process includes business, service and component sub-processes? 

A. Capacity management 

B. Incident management 

C. Service level management 

D. Financial management 


Q120. Which one of the following is the BEST definition of an event? 

A. Any change of state that has significance for the management of a configuration item 

(CI) or IT service 

B. An unplanned interruption to an IT service or a reduction in the quality of an IT service 

C. The unknown cause of one or more incidents that have an impact on an IT service 

D. Reducing or eliminating the cause of an incident or problem