[Aug-2021] EXIN ITIL ITILFND_V4 Exam Practice Dumps
2021 ITILFND_V4 Premium Files Test pdf - Free Dumps Collection
NEW QUESTION 60
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
- A. Service management
- B. A service
- C. An IT asset
- D. Continual improvement
Answer: B
NEW QUESTION 61
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 62
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Focus on value
Answer: A
NEW QUESTION 63
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
- A. value
- B. costs
- C. performances
- D. users
Answer: C
NEW QUESTION 64
Which practice coordinates the classification, ownership and communication of service requests and incidents?
- A. Problem management
- B. Relationship management
- C. Service desk
- D. Supplier management
Answer: C
NEW QUESTION 65
Which statement about service desks is CORRECT?
- A. The service desk should rely on self-service portals instead of escalation to support teams
- B. The service desk should work in close collaboration with support and development teams
- C. The service desk should escalate all technical issues to support and development teams
- D. The service desk should remain isolated from technical support teams
Answer: B
NEW QUESTION 66
What are the MOST important skills required by service desk staff?
- A. Supplier management skills
- B. Technical skills
- C. Problem resolution skills
- D. Incident analysis skills
Answer: D
NEW QUESTION 67
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
- A. Service request management
- B. Service desk
- C. IT asset management
- D. Change control
Answer: A
NEW QUESTION 68
Which is a service request?
- A. Requesting investigation of a degraded service
- B. Requesting an enhancement to an application
- C. Requesting a workaround for an issue
- D. Requesting information about how to create a document
Answer: D
Explanation:
Explanation
NEW QUESTION 69
What is the expected outcome from using a service value chain?
- A. Service value streams
- B. Customer engagement
- C. Value realization
- D. The application of practices
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 70
Which practice updates information relating to symptoms and business impact?
- A. Service level management
- B. Change control
- C. Service request management
- D. Incident management
Answer: D
NEW QUESTION 71
What is an IT asset?
- A. Any financially valuable component that can contribute to delivery of an IT product or service
- B. A request from a user mat initiates a service action
- C. Any component that needs to be managed in order to deliver a service
- D. The removal of anything that could have a direct or indirect effect on services
Answer: A
NEW QUESTION 72
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should include incident handling
- B. They should be brief and simple
- C. They should be complex and detailed
- D. They should be well-known and proven
Answer: D
Explanation:
Explanation
NEW QUESTION 73
What are the three phases of 'problem management'?
- A. Incident management, problem management, change enablement
- B. Problem identification, problem control, error control
- C. Problem logging, problem classification, problem resolution
- D. Problem analysis, error identification, incident resolution
Answer: B
NEW QUESTION 74
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Service desk
- B. Change control
- C. Problem management
- D. Continual improvement
Answer: C
NEW QUESTION 75
What should be used to set user expectations for request fulfillment times?
- A. The consumer demand for the service
- B. The service levels of the supplier
- C. The time needed to realistically deliver the service
- D. The time that the customer indicates for service delivery
Answer: C
NEW QUESTION 76
Which dimension considers how knowledge assets should be protected?
- A. Organizations and people
- B. Information and technology
- C. Value streams and processes
- D. Partners and suppliers
Answer: B
NEW QUESTION 77
Which process is responsible for managing all service requests from users?
- A. Event management
- B. Request fulfilment
- C. Incident management
- D. Change fulfilment
Answer: B
NEW QUESTION 78
What is a recommendation of the `focus on value' guiding principle?
- A. Focus on the value of new and significant projects first
- B. Focus on value for the service provider first
- C. Make `focus on value' a responsibility of the management
- D. Focus on value at every step of the improvement
Answer: D
NEW QUESTION 79
What is part of a configuration management system (CMS)?
1. Configuration records
2. Configuration management databases
3. Physical assets
4. Release plans
- A. 3 and 4
- B. 1 and 3
- C. 1 and 2
- D. 2 and 4
Answer: C
NEW QUESTION 80
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should include incident handling
- B. They should be brief and simple
- C. They should be complex and detailed
- D. They should be well-known and proven
Answer: D
NEW QUESTION 81
Which two statements about an organization's culture are CORRECT?
It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 82
Which statement BEST describes a service request?
- A. A request from a customer for a new service
- B. A generic description for the many types of request for change (RFC) that are received by the IT organization
- C. A generic description for the many different types of demands that are placed upon the IT organization by the users
- D. A high priority RFC from a senior manager
Answer: C
NEW QUESTION 83
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
- A. Start where you are
- B. Collaborate and promote visibility
- C. Keep it simple and practical
- D. Optimize and automate
Answer: C
NEW QUESTION 84
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