[Feb 23, 2022] Pass EXIN ITIL ITILFND_V4 Exam With 120 Questions
Ultimate Guide to Prepare Free EXIN ITILFND_V4 Exam Questions & Answer
NEW QUESTION 25
What is part of a configuration management system (CMS)?
1. Configuration records
2. Configuration management databases
3. Physical assets
4. Release plans
- A. 1 and 2
- B. 3 and 4
- C. 2 and 4
- D. 1 and 3
Answer: A
NEW QUESTION 26
Which statement about the automation of service requests is CORRECT?
- A. Service requests that cannot be automated should be handled as incidents
- B. Service requests that cannot be automated should be handled as problems
- C. Service requests and their fulfillment should be carried out by service desk staff without automation
- D. Service requests and their fulfillment should be automated as much as possible
Answer: D
NEW QUESTION 27
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 28
What should be used to set user expectations for request fulfillment times?
- A. The time needed to realistically deliver the service
- B. The service levels of the supplier
- C. The consumer demand for the service
- D. The time that the customer indicates for service delivery
Answer: A
NEW QUESTION 29
What is typically needed to assign complex incidents to support groups?
- A. The incident priority
- B. A change schedule
- C. The incident category
- D. A self-help tool
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 30
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
- A. Only add controls and metrics when they are needed
- B. Only add controls and metrics that are required for compliance
- C. Design controls and metrics first, then remove those not adding value
- D. Design controls and metrics and add them individually until all are implemented
Answer: C
NEW QUESTION 31
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. Information should always be communicated
- D. It has an intended purpose or a resultant action
Answer: D
NEW QUESTION 32
Which practice needs people who understand complex systems and have creative and analytical skills?
- A. Problem management
- B. Service level management
- C. Service request management
- D. Change enablement
Answer: A
NEW QUESTION 33
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
- A. Retail customer view
- B. Wholesale customer view
- C. Supporting services view
- D. Service-based SLA view
Answer: C
NEW QUESTION 34
Which describes a set of defined steps for implementing improvements?
- A. The `engage' value chain activity
- B. The `continual improvement model'
- C. The `continual improvement register'
- D. The `improve' value chain activity
Answer: B
NEW QUESTION 35
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Start where you are
- B. Focus on value
- C. Keep is simple and practical
- D. Progress iteratively with feedback
Answer: A
NEW QUESTION 36
Which is an example of a business related measurement?
- A. The number of problems resolved
- B. The number of passengers checked in
- C. The average time to response to change requests
- D. The average resolution time for incidents
Answer: B
NEW QUESTION 37
What is the purpose of the 'information security management' practice?
- A. To plan and manage the full lifecycle of all IT assets
- B. To observe services and service components
- C. To protect the information needed by the organization to conduct its business
- D. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
Answer: C
NEW QUESTION 38
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 39
What is the definition of a known error?
- A. A cause, or potential cause, of one or more incidents
- B. A problem that has been analyzed and has not been resolved
- C. An unplanned interruption to a service, or reduction in the quality of a service
- D. Any change of state that has significance for the management of a service or other configuration item (CI)
Answer: B
NEW QUESTION 40
Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. 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 41
Which service lifecycle stage provides the following values to the business?
- A. Service transition
- B. Service design
- C. Service strategy
- D. Service operation
Answer: D
NEW QUESTION 42
Which dimension includes activities and workflows?
- A. Partners and suppliers
- B. Information and technology
- C. Organizations and people
- D. Value streams and processes
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 43
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