Download EXIN ITILFND_V4 Mock Test Study Material
ITILFND_V4 Questions Prepare with Learning Information
NEW QUESTION 68
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Problem management
- B. Service level management
- C. Service configuration management
- D. Change control
Answer: D
NEW QUESTION 69
Which statement about the known error database (KEDB) is CORRECT?
- A. It is maintained by problem management and is used by the service desk to help resolve incidents
- B. It is maintained by the service desk and updated with the details of each new incident
- C. It is maintained by incident management and contains solutions to be implemented by problem management
- D. It is a part of the configuration management database (CMDB) and contains workarounds
Answer: A
NEW QUESTION 70
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Each iteration should be continually re-evaluated based on feedback
- B. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- C. Feedback should only be taken into account when one iteration fails to meet its objective
- D. Each iteration should be designed before starting the initiative and implemented without feedback
Answer: A
NEW QUESTION 71
Which statement about IT service management is CORRECT?
- A. It is performed by the service desk using a mix of people, process and technology
- B. It is performed by IT service providers using a mix of people, process and technology
- C. It is performed by customers using a mix of IT systems, services and processes
- D. It is performed by IT service providers using a mix of suppliers and their products
Answer: B
NEW QUESTION 72
Which is a key requirement for a successful service level agreement (SLA)?
- A. Using single-system-based metrics that relate to outputs
- B. Using an agreement between the service provider and service supplier
- C. Using bundled metrics to relate performance to outcomes
- D. Using individual metrics that relate to the service catalogue
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 73
Service transition contains detailed descriptions of which processes?
- A. Change management, service asset and configuration management, release and deployment management
- B. Service level management, service portfolio management, service asset and configuration management
- C. Change management, capacity management, event management, service request management
- D. Service asset and configuration management, release and deployment management, request fulfillment
Answer: A
NEW QUESTION 74
What are guiding principles?
- A. Recommendations that help an organization when adopting a service management approach
- B. A description of one or more services that help address the needs of a target consumer group
- C. A set of specialized organizational capabilities for enabling value for customers
- D. A set of interconnected activities that help an organization deliver a valuable service
Answer: A
NEW QUESTION 75
What should be used to set user expectations for request fulfillment times?
- A. The service levels of the supplier
- B. The time that the customer indicates for service delivery
- C. The time needed to realistically deliver the service
- D. The consumer demand for the service
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 76
Which statement about a 'continual improvement register' is CORRECT?
- A. It should be used to capture user demand
- B. It should be re-prioritized as ideas are documented
- C. It should be managed at the senior level of the organization
- D. There should only be one for the whole organization
Answer: B
NEW QUESTION 77
Which statement about change management is CORRECT?
- A. It ensures that all changes are authorized by the change advisory board (CAB)
- B. It ensures that service requests follow the normal change management process
- C. It optimizes overall business risk
- D. It optimizes financial exposure
Answer: A
NEW QUESTION 78
Why should some service requests be fulfilled with no additional approvals?
- A. To streamline the fulfillment workflow
- B. To ensure that information security requirements are met
- C. To ensure that spending is properly accounted for
- D. To set user expectations for fulfillment times
Answer: A
NEW QUESTION 79
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
- A. Supplier management
- B. Change enablement
- C. Relationship management
- D. Service desk
Answer: C
NEW QUESTION 80
What is a recommendation of the 'focus on value' guiding principle?
- A. Focus on value for the service provider first
- B. Make 'focus on value' a responsibility of the management
- C. Focus on the value of new and significant projects first
- D. Focus on value at every step of the improvement
Answer: D
NEW QUESTION 81
What are the ITIL guiding principles used for?
- A. To ensure that an organization's performance continually meets stakeholders' expectations
- B. To identify activities that an organization must perform in order to deliver a valuable service
- C. To help an organization make good decisions
- D. To direct and control an organization
Answer: C
NEW QUESTION 82
Which practice makes new services available for use?
- A. Release management
- B. Change enablement
- C. Deployment management
- D. IT asset management
Answer: A
NEW QUESTION 83
What is warranty?
- A. The perceived benefits, usefulness and importance of something
- B. Assurance that a product or service will meet agreed requirements
- C. The functionality offered by a product or service to meet a particular need
- D. The amount of money spent on a specific activity or resource
Answer: B
NEW QUESTION 84
When should the effectiveness of a problem workaround be assessed?
- A. Whenever the problem is resolved
- B. Whenever the workaround becomes a known error
- C. Whenever the workaround is used
- D. Whenever the problem is prioritized
Answer: C
NEW QUESTION 85
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Categorization
- B. Prioritization
- C. Detection
- D. Escalation
Answer: A
NEW QUESTION 86
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