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Q71. Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle? 

A. To ensure that a service managed and operated accordance with constraints specified during design 

B. To design and develop capabilities for service management 

C. To provide good-quality knowledge and information about services 

D. To plan the resources required to manage a release 


Q72. Which of the following areas would technology help to support during the service lifecycle? 

1. Data mining and workflow 

2. Measurement and reporting 

3. Release and deployment 

4. Process design 

A. 2, 3 and 4 only 

B. 1, 3 and 4 only 

C. 1, 2 and 3 only 

D. All of the above 


Q73. Which one of the following is the BEST description of a service request? 

A. A request from a user for information, advice or for a standard change 

B. Anything that the customer wants and is prepared to pay for 

C. Any request or demand that is entered by a user via a self-help web-based interface 

D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting 


Q74. What is the primary focus of the business management? 

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology 

B. Review of all capacity supplier agreements and underpinning contracts with supplier management 

C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services 

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion 


Q75. Which of the following would commonly be found in a contract underpinning an IT service? 


 Financial arrangements related to the contract 


 Description of the goods or service provided 


 Responsibilities and dependencies for both parties 

A. 1 and 2 only 

B. 1 and 3 only 

C. 2 and 3 only 

D. All of the above 


Q76. Which one of the following can help determine the level of impact of a problem? 

A. Definitive media library (DML) 

B. Configuration management system (CMS) 

C. Statement of requirements (SOR) 

D. Standard operating procedures (SOP) 


Q77. What are the categories of events described in the ITIL service operation book? 

A. Informational, scheduled, normal 

B. Scheduled, unscheduled, emergency 

C. Informational, warning, exception 

D. Warning, reactive, proactive 


Q78. Which one of the following would NOT involve event management? 

A. Intrusion detection 

B. Recording and monitoring environmental conditions in the data centre 

C. Recording service desk staff absence 

D. Monitoring the status of configuration items 


Q79. Which one of the following generates demand for services? 

A. Infrastructure trends 

B. Patterns of business activity (PBA) 

C. Cost of providing support 

D. Service level agreements (SLA) 


Q80. Which of the following statements is CORRECT for every process? 

1. It delivers its primary results to a customer or stakeholder 

2. It defines activities that are executed by a single function 

A. Both of the above 

B. 1 only 

C. Neither of the above 

D. 2 only