Latest [Oct 17, 2021] EXIN ITILFND_V4 Exam Practice Test To Gain Brilliante Result
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NEW QUESTION 31
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 32
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
- A. value
- B. costs
- C. performances
- D. users
Answer: C
NEW QUESTION 33
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Service desk
- B. Change control
- C. Problem management
- D. Continual improvement
Answer: C
NEW QUESTION 34
What is the purpose of the `deployment management' practice?
- A. To set clear business-based targets for service performance
- B. To move new or changed components to live environments
- C. To make new or changed services available for use
- D. To ensure services achieve agreed and expected performance
Answer: B
NEW QUESTION 35
Which statement about stakeholders is TRUE?
- A. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
- B. External customers are those who work for the same organization as the IT service provider
- C. Internal customers are always charged for the IT services they receive from the IT service provider organization
- D. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement
Answer: A
NEW QUESTION 36
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 37
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 38
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 39
Which is a purpose of the 'service level management' practice?
- A. To establish and nurture the links between the organization and its stakeholders
- B. To support the agreed quality of a service handling all agreed, user-initiated service requests
- C. To set clear business-based targets for service levels
- D. To ensure that the organization's suppliers and their performance are managed appropriately
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 40
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 41
Which is included in the purpose of the `design and transition' value chain activity?
- A. Continually meeting stakeholder expectations for costs
- B. Supporting services according to specifications
- C. Providing transparency and good stakeholder relationships
- D. Ensuring that service components are available when needed
Answer: A
NEW QUESTION 42
What do customers NOT have ownership of when receiving value from services?
- A. Specific risks and impacts
- B. Specific costs and outcomes
- C. Specific costs and risks
- D. Specific outcomes and impacts
Answer: A
NEW QUESTION 43
What is a recommendation of the `focus on value' guiding principle?
- A. Focus on the value of new and significant projects first
- B. Focus on value for the service provider first
- C. Make `focus on value' a responsibility of the management
- D. Focus on value at every step of the improvement
Answer: D
NEW QUESTION 44
Which process works with change management to ensure only authorized components are used?
- A. Service asset and configuration management
- B. Knowledge management
- C. Financial management for IT services
- D. Service portfolio management
Answer: A
NEW QUESTION 45
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 46
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 47
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 48
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
Explanation:
Explanation
NEW QUESTION 49
When should a change request be submitted to resolve a problem?
- A. As soon as the analysis of the frequency and impact of incidents justifies the change
- B. As soon as a workaround for the problem has been identified
- C. As soon as the analysis of cost, risks and benefits justifies the change
- D. As soon as a solution for the problem has been identified
Answer: C
NEW QUESTION 50
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