Latest [Nov 02, 2021] ITILFND_V4 Exam Dumps - Valid and Updated Dumps
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NEW QUESTION 31
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. 3 and 4
- B. 1 and 2
- C. 1 and 4
- D. 2 and 3
Answer: C
NEW QUESTION 32
Which statement about a 'continual improvement register' is CORRECT?
- A. It should be used to capture user demand
- B. There should only be one for the whole organization
- C. It should be managed at the senior level of the organization
- D. It should be re-prioritized as ideas are documented
Answer: D
NEW QUESTION 33
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
- A. Customer
- B. Service consumer
- C. Supplier
- D. Service provider
Answer: D
NEW QUESTION 34
What should be used to set user expectations for request fulfillment times?
- A. The service levels of the supplier
- B. The consumer demand for the service
- C. The time that the customer indicates for service delivery
- D. The time needed to realistically deliver the service
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 35
Which is an objective of the design coordination process?
- A. To gather and document new service level requirements from the customer
- B. To produce service design packages and ensure they are handed over to service transition
- C. To assess and evaluate all changes and their impact on service designs
- D. To document the initial structure and relationship between services and customers
Answer: B
NEW QUESTION 36
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 37
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
- A. process
- B. plans
- C. tools
- D. measurement
Answer: D
NEW QUESTION 38
Which service lifecycle stage provides the following values to the business?
- A. Service operation
- B. Service design
- C. Service strategy
- D. Service transition
Answer: A
NEW QUESTION 39
Which practice updates information relating to symptoms and business impact?
- A. Service request management
- B. Incident management
- C. Change control
- D. Service level management
Answer: B
NEW QUESTION 40
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Problem management
- B. Continual improvement
- C. Change control
- D. Service desk
Answer: A
NEW QUESTION 41
What helps diagnose and resolve a simple incident?
- A. Problem prioritization
- B. The use of scripts
- C. Rapid escalation
- D. Formation of a temporary team
Answer: B
NEW QUESTION 42
What is a recommendation of the `focus on value' guiding principle?
- A. Make `focus on value' a responsibility of the management
- B. Focus on the value of new and significant projects first
- C. Focus on value at every step of the improvement
- D. Focus on value for the service provider first
Answer: C
NEW QUESTION 43
What is the purpose of the 'relationship management' practice?
- A. To set clear business-based targets for service performance
- B. To establish and nurture the links between the organization and its stakeholders
- C. To support the agreed quality of a service handling all agreed, user-initiated service requests
- D. To align the organization's practices and services with changing business needs
Answer: B
NEW QUESTION 44
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
- A. customers
- B. suppliers
- C. assets
- D. CIs
Answer: D
NEW QUESTION 45
Which is a key requirement for a successful service level agreement (SLA)?
- A. Using individual metrics that relate to the service catalogue
- B. Using bundled metrics to relate performance to outcomes
- C. Using an agreement between the service provider and service supplier
- D. Using single-system-based metrics that relate to outputs
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION 46
What is warranty?
- A. The functionality offered by a product or service to meet a particular need
- B. The perceived benefits, usefulness and importance of something
- C. The amount of money spent on a specific activity or resource
- D. Assurance that a product or service will meet agreed requirements
Answer: D
NEW QUESTION 47
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