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Best Quality EXIN ITILFND_V4 Exam Questions
NEW QUESTION 37
Which are objectives of problem management?
1. Eliminate recurring incidents
2. Minimize the impact of incidents that cannot be prevented
3. Increase visibility and communication of incidents
4. Provide a trigger for the raising of incidents
- A. 1 and 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Answer: D
NEW QUESTION 38
Which statement about metrics is CORRECT?
- A. Technology metrics can be used to measure component performance and availability
- B. Technology metrics can be used to determine the overall health of a process
- C. Process metrics can be used to measure end-to-end service performance
- D. Process metrics can be used to measure the utilization of a supplier's network
Answer: A
Explanation:
Explanation
NEW QUESTION 39
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
Explanation:
Explanation
NEW QUESTION 40
What does the `C' in `RACI' refer to?
- A. Consult
- B. Configure
- C. Communicate
- D. Customer
Answer: A
NEW QUESTION 41
A major incident has been closed, but there is a risk that it might happen again.
How should this be logged and managed?
- A. As a change request
- B. As a service request
- C. As a problem
- D. As an event
Answer: C
NEW QUESTION 42
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 43
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 44
Which list includes information that would be collected when any incident is first logged?
- A. Unique reference number, incident priority, description of symptoms
- B. Unique reference number, escalation activity, incident priority
- C. Closure category, description of symptoms, resolution date and time
- D. Escalation activity, closure category, resolution date and time
Answer: A
NEW QUESTION 45
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. measurement
- B. tools
- C. plans
- D. process
Answer: A
NEW QUESTION 46
Which is a supplier category?
- A. Technical
- B. Resource
- C. Commodity
- D. Customer
Answer: B
NEW QUESTION 47
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 48
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 49
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 50
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 51
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 52
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 53
When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- D. An organization should always develop competencies in methodologies and techniques that will meet their needs
Answer: D
NEW QUESTION 54
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 55
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 56
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 57
Which is the CORRECT description of an outcome?
- A. The prediction of the future demand requirements for an activity, process or IT service
- B. The inputs that trigger an action 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 result of carrying out an activity, following a process, or delivering an IT service
Answer: D
NEW QUESTION 58
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