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Q131. Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels? 

A. Change management 

B. IT service continuity management 

C. Financial management for IT services 

D. Service catalog management 


Q132. Which one of the following is the BEST definition of reliability? 

A. The availability of a service or component 

B. The level of risk that affects a service or process 

C. How long a service or configuration item (CI) can perform its function without failing 

D. How quickly a service or component can be restored to normal working order 


Q133. Which of these recommendations is best practice for service level management? 

1. Include legal terminology in service level agreements (SLAs) 

2. It is NOT necessary to be able to measure all the targets in an SLA 

A. 1 only 

B. 2only 

C. Both of the above 

D. Neither of the above 


Q134. Which process is responsible for dealing with complaints, comments, and general enquiries from users? 

A. Service level management 

B. Service portfolio management 

C. Request fulfilment 

D. Demand management 


Q135. Which of the following are basic concepts used in access management? 

A. Personnel, electronic, network, emergency, identity 

B. Rights, access, identity, directory services, service/service components 

C. Physical, personnel, network, emergency, service 

D. Normal, temporary, emergency, personal, group 


Q136. Availability management is directly responsible for the availability of which of the following? 

A. IT services and components 

B. IT services and business processes 

C. Components and business processes 

D. IT services, components and business processes 


Q137. Which stage of the change management process deals with what should be done if the change is unsuccessful? 

A. Remediation planning 

B. Categorization 

C. Prioritization 

D. Review and close 


Q138. Which one of the following is an objective of service transition? 

A. To negotiate service levels for new services 

B. To ensure that service changes create the expected business value 

C. To minimize the impact of service outages on day-to-day business activities 

D. To plan and manage entries in the service catalogue 


Q139. Which one of the following would NOT be defined as part of every process? 

A. Roles 

B. Inputs and outputs 

C. Functions 

D. Metrics 


Q140. Which of the following would NOT be contained in a release policy? 

A. Naming and numbering conventions 

B. Entry and exit criteria of the release into testing 

C. Roles and responsibilities for the release 

D. The risk register for the release