[Aug 18, 2021] ITILFND_V4 Dumps Full Questions - Exam Study Guide
EXIN ITIL Free Certification Exam Material from Exams4sures with 120 Questions
NEW QUESTION 62
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 63
Which statement BEST describes the value of the service transition stage to the business?
- A. It supports the creation of a catalogue of services?
- B. It leads to gradual and continual improvement in service quality
- C. It ensures the production of more successful service designs
- D. It results in higher volumes of successful change
Answer: D
NEW QUESTION 64
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 65
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 66
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 67
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Information security management
- B. Incident management
- C. Change control
- D. Monitoring and event management
Answer: D
NEW QUESTION 68
What does the `C' in `RACI' refer to?
- A. Consult
- B. Configure
- C. Communicate
- D. Customer
Answer: A
NEW QUESTION 69
Which dimension includes activities and workflows?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION 70
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
NEW QUESTION 71
What is the purpose of the 'information security management' practice?
- A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- B. To observe services and service components
- C. To plan and manage the full lifecycle of all IT assets
- D. To protect the information needed by the organization to conduct its business
Answer: D
NEW QUESTION 72
Which BEST describes the purpose of the CSI register?
- A. To capture, record and prioritize all improvement opportunities
- B. To be a central repository for all IT service management related information
- C. To store details of all component CIs and their interfaces
- D. To record details of all live services and their service targets
Answer: A
NEW QUESTION 73
Which statement about a `continual improvement register' is CORRECT?
- A. It should be re-prioritized as ideas are documented
- B. It should be managed at the senior level of the organization
- C. There should only be one for the whole organization
- D. It should be used to capture user demand
Answer: A
NEW QUESTION 74
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Feedback should only be taken into account when one iteration fails to meet its objective
- B. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- C. Each iteration should be continually re-evaluated based on feedback
- D. Each iteration should be designed before starting the initiative and implemented without feedback
Answer: C
NEW QUESTION 75
What are the ITIL guiding principles used for?
- A. To help an organization make good decisions
- B. To identify activities that an organization must perform in order to deliver a valuable service
- C. To ensure that an organization's performance continually meets stakeholders' expectations
- D. To direct and control an organization
Answer: A
NEW QUESTION 76
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Start where you are
- B. Progress iteratively with feedback
- C. Keep is simple and practical
- D. Focus on value
Answer: A
NEW QUESTION 77
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. SACM maintains an accurate and complete configuration management system (CMS)
- C. All changes to Cis are authorized by SACM
- D. Configuration baselines and versions are produced by SACM
Answer: D
NEW QUESTION 78
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
- A. services
- B. values
- C. elements
- D. assets
Answer: A
NEW QUESTION 79
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 80
Which is part of service provision?
- A. The grouping of one or more services based on one or more products
- B. The management of resources needed to consume the service
- C. The joint activities performed to ensure continual value co-creation
- D. The management of resources configured to deliver the service
Answer: D
NEW QUESTION 81
When should a full risk assessment and authorization be carried out for a standard change?
- A. When the procedure for the standard change is created
- B. Each time the standard change is implemented
- C. At least once a year
- D. When an emergency change is requested
Answer: A
NEW QUESTION 82
What must a service level agreement (SLA) define?
- A. Legally binding contractual responsibilities of just the IT service provider
- B. Legally binding contractual responsibilities or both parties
- C. Key service targets and responsibilities of both the IT service provider and customer
- D. Key service targets and responsibilities of just the IT service provider
Answer: D
NEW QUESTION 83
Which is an example of how service automation assists service automation assists service management?
- A. The capacity of services can be adjusted to respond to respond to variations in demand
- B. The capacity of the service desk can be reduced to prevent users contacting it at busy times
- C. Requests for new services can be authorized by anyone in service management
- D. Customers can employ more sales staff during peak business periods
Answer: A
NEW QUESTION 84
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