ITILFND_V4 Dumps Help You Study Objectives

Page 1 of 3

1. Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Monitoring and event management

Service level management

Change enablement

Service desk

2. Which statement about the inputs and outputs of the value chain activities is CORRECT?

Inputs and outputs are fixed for each value chain activity

Each value chain activity receives inputs and provides outputs

Some value chain activities only have inputs, whereas others only have outputs

The organization's governance will determine the inputs and outputs of each value chain activity

3. Which practice needs the right culture to be embedded across the entire organization?

Service request management

Continual improvement

Change enablement

Service level management

4. What is the MOST LIKELY reason that incident management would need a temporary team to work together?

To escalate an incident to a supplier or partner

So customers and users are provided with timely updates

To resolve a complex or major incident

So users can resolve their own incidents with self-help

5. Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the Cls that support them, is available when and where it is needed.

organizations

services

outcomes

IT assets

6. What is the value of a service?

A result for a stakeholder enabled by the outputs of the service

A tangible or intangible deliverable of the service

The amount of money that is created or saved for the service consumers by using the service

The benefits, usefulness, or importance of the service, as perceived by the stakeholders

7. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

Service request management

Supplier management

Service level management

Service desk

8. Which is the BEST type of resource for investigating complex incidents?

Disaster recovery plans

Detailed work instructions

Self-help systems

Knowledgeable support staff

9. Which practice handles all pre-def in od user-initiated service actions?

Incident management

Service request management

Service level management

Deployment management

10. Which guiding principle recommends using ideas from ITIL, Lean, Dev Ops, Kanban, and other sources to help drive improvements?

Focus on value

Start where you are

Think and work holistically

Optimize and automate

Page 2 of 3

11. What may form part of a service request procedure?

Escalation to the appropriate change authority

Authorization in accordance with a security policy

The method of diagnosing the cause

The timescale for restoration of service

12. How does the 'incident management' practice set user expectations?

By using collaboration tools to communicate effectively

By agreeing, and communicating target resolution time

By assigning resources to ensure that all incidents are resolved as quickly as possible

By automated matching of incidents to known errors

13. Which term could be used to refer to as single person who has independently subscribed to a service?

Organization

Supplier

Service desk

Service provider

14. What is used as a tool to help define and measure performance?

An incident record

A continual improvement register

A service level agreement

A change schedule

15. Which term is used to describe removing something that could have an effect on a service?

A change

An incident

An IT asset

A problem

16. What is CORRECT about service request management?

A new procedure is required for each new service request

Complex service request procedures should be avoided

Service requests can be used to restore service

Compliments can be handled as service requests

17. Which is MOST LIKELY to be achieved by following a detailed procedure?

Resolving an incident

Managing a service request

Investigating a problem

Assessing a change

18. What is the difference between the 'incident management' and 'service desk' practices?

Incident management resolves complex issues, service desk resolves simpler issues

Incident management restores service operation, service desk provides communication with users

Incident management manages interruptions to services, service desk monitors achieved service quality

Incident management resolves issues service desk investigates the underlying causes of issues

19. Which is the cause, or potential cause, of one or more incidents?

A known error

A problem

A change

An event

20. Why should as or vice level agreement include bundles of metrics?

To reduce the number of metrics that need to be measured and reported

To help focus on business outcomes, rather than operational results

To ensure that the service levels have been agreed with customers

To ensure that all services are included in the service reports

Page 3 of 3

21. Which value chain activity ensures that ongoing service activity meets user expectations?

Plan

Deliver and support

Engage

Obtain/build

22. Which component is focused on the activities need ed by an organization to help it co-create value?

Practices

Continual improvement

Service value chain

Guiding principles

[email protected]

Mon - Sat 9:00am - 6:00pm

ITILFND_V4 Dumps Help You Study Objectives

Related

Posts

About Us

EMAIL

Services

Opening Hours