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NEW QUESTION 60
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 61
Which is a purpose of the 'service level management' practice?
- A. To ensure that the organization's suppliers and their performance are managed appropriately
- 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 set clear business-based targets for service levels
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 62
Which process works with change management to ensure only authorized components are used?
- A. Service asset and configuration management
- B. Service portfolio management
- C. Financial management for IT services
- D. Knowledge management
Answer: A
NEW QUESTION 63
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 64
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
NEW QUESTION 65
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. Continual improvement
- B. Service management
- C. A service
- D. An IT asset
Answer: C
NEW QUESTION 66
Which describes a set of defined steps for implementing improvements?
- A. The `engage' value chain activity
- B. The `continual improvement model'
- C. The `improve' value chain activity
- D. The `continual improvement register'
Answer: B
NEW QUESTION 67
Which is a purpose of the 'service desk' practice?
- A. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
- B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
- D. To be the entry point and single point of contact for the service provider with all of its users
Answer: D
NEW QUESTION 68
Which function is responsible for the management of a data centre?
- A. Facilities management
- B. Technical management
- C. Application management
- D. Service desk
Answer: A
NEW QUESTION 69
Which is a service request?
- A. Requesting information about how to create a document
- B. Requesting investigation of a degraded service
- C. Requesting an enhancement to an application
- D. Requesting a workaround for an issue
Answer: A
Explanation:
Explanation
NEW QUESTION 70
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 71
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 72
Which statement about outcomes is CORRECT?
- A. Outcomes are one or more services that fulfill the needs of a service consumer
- B. Outcomes help service consumers achieve outputs
- C. Helping service consumers achieve outcomes reduces service provider costs
- D. Service providers help service consumers achieve outcomes
Answer: D
NEW QUESTION 73
What are 'engage', `plan' and `improve' examples of?
- A. Service value chain activities
- B. Service value chain inputs
- C. Change control
- D. Service level management
Answer: A
NEW QUESTION 74
Which is an important principle of communication in service operation?
- A. It is stored in the configuration management system
- B. Meetings are always the best method of communication
- C. It has an intended purpose or a resultant action
- D. Information should always be communicated
Answer: C
NEW QUESTION 75
What is the expected outcome from using a service value chain?
- A. Value realization
- B. The application of practices
- C. Service value streams
- D. Customer engagement
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 76
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