[Nov-2022] Verified EXIN Exam Dumps with ITILFND_V4 Exam Study Guide
Best Quality EXIN ITILFND_V4 Exam Questions PrepAwayTest Realistic Practice Exams [2022]
NEW QUESTION 32
Which list includes information that would be collected when any incident is first logged?
- A. Closure category, description of symptoms, resolution date and time
- B. Escalation activity, closure category, resolution date and time
- C. Unique reference number, escalation activity, incident priority
- D. Unique reference number, incident priority, description of symptoms
Answer: D
NEW QUESTION 33
Which is an example of how service automation assists service automation assists service management?
- A. Requests for new services can be authorized by anyone in service management
- B. The capacity of services can be adjusted to respond to respond to variations in demand
- C. Customers can employ more sales staff during peak business periods
- D. The capacity of the service desk can be reduced to prevent users contacting it at busy times
Answer: B
NEW QUESTION 34
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
- A. Change enablement
- B. Supplier management
- C. Service desk
- D. Relationship management
Answer: D
NEW QUESTION 35
Which is the CORRECT description of an outcome?
- A. The result of carrying out an activity, following a process, or delivering an IT service
- B. The prediction of the future demand requirements for an activity, process or IT service
- C. The design and development of the activities that make up a process or IT service
- D. The inputs that trigger an action for an activity, process or IT service
Answer: A
NEW QUESTION 36
What includes governance as a component?
- A. The service value chain
- B. Practices
- C. The guiding principles
- D. The service value system
Answer: D
NEW QUESTION 37
Which stakeholders co-create value in a service relationship?
- A. Investor and consumer
- B. Provider and supplier
- C. Investor and supplier
- D. Consumer and provider
Answer: D
NEW QUESTION 38
What should a release policy include?
- A. The naming convention and expected frequency of each type of release
- B. The process owner and process manager for each type of release
- C. The roles and responsibilities for incident and problem resolution
- D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
Answer: A
NEW QUESTION 39
What is defined as any component that needs to be managed in order to deliver an IT service?
- A. A configuration item (CI)
- B. A service request
- C. An incident
- D. An IT asset
Answer: A
NEW QUESTION 40
Which is handled as a service request?
- A. An emergency change to implement a security patch
- B. A compliment about an IT support team
- C. An investigation to identify the cause of an incident
- D. The failure of an IT service
Answer: D
NEW QUESTION 41
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Focus on value
- B. Progress iteratively with feedback
- C. Start where you are
- D. Keep is simple and practical
Answer: C
NEW QUESTION 42
Which practice makes new services available for use?
- A. Change enablement
- B. Deployment management
- C. IT asset management
- D. Release management
Answer: D
NEW QUESTION 43
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Prioritization
- B. Detection
- C. Categorization
- D. Escalation
Answer: C
NEW QUESTION 44
Which of these should be logged and managed as a problem?
- A. Trend analysis shows a large number of similar incidents
- B. A monitoring tool detects a change of state for a service
- C. A user requests delivery of a laptop
- D. 'Continual improvement' needs to prioritize an improvement opportunity
Answer: A
Explanation:
Explanation
NEW QUESTION 45
Which is included in the purpose of the `design and transition' value chain activity?
- A. Providing transparency and good stakeholder relationships
- B. Ensuring that service components are available when needed
- C. Continually meeting stakeholder expectations for costs
- D. Supporting services according to specifications
Answer: C
NEW QUESTION 46
Which statement about metrics is CORRECT?
- A. Technology metrics can be used to measure component performance and availability
- B. Process metrics can be used to measure the utilization of a supplier's network
- C. Technology metrics can be used to determine the overall health of a process
- D. Process metrics can be used to measure end-to-end service performance
Answer: A
Explanation:
Explanation
NEW QUESTION 47
What are the three phases of 'problem management'?
- A. Problem analysis, error identification, incident resolution
- B. Problem logging, problem classification, problem resolution
- C. Incident management, problem management, change enablement
- D. Problem identification, problem control, error control
Answer: D
NEW QUESTION 48
Which practice owns and manages issues, queries and requests from users?
- A. Incident management
- B. Problem management
- C. Change control
- D. Service desk
Answer: D
NEW QUESTION 49
What is the purpose of the 'information security management' practice?
- A. To protect the information needed by the organization to conduct its business
- B. To observe services and service components
- C. To plan and manage the full lifecycle of all IT assets
- D. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
Answer: A
NEW QUESTION 50
What do customer perceptions and business outcomes help to define?
- A. The total cost of a service
- B. Service metrics
- C. The value of a service
- D. Key performance indicators (KPIs)
Answer: C
NEW QUESTION 51
What is described by the service value system?
- A. How all the components and activities of the organization work together as a system to enable value creation
- B. How to apply the systems approach of the guiding principle think and work holistically
- C. Services based on one or more products, designed to address needs of a target consumer group
- D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
Answer: A
NEW QUESTION 52
How should the workflow for a new service request be designed?
- A. Use different workflows for each type of service request
- B. Leverage existing workflows whenever possible
- C. Avoid workflows for simple service requests
- D. Use a single workflow for all types of service request
Answer: B
NEW QUESTION 53
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 54
Which statement about Service Asset and Configuration Management (SACM) is FALSE?
- A. The scope of SACM includes management of the complete lifecycle of every configuration item (CI)
- B. All changes to Cis are authorized by SACM
- C. SACM maintains an accurate and complete configuration management system (CMS)
- D. Configuration baselines and versions are produced by SACM
Answer: D
NEW QUESTION 55
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