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Ultimate Guide to the ITILFND_V4 - Latest Edition Available Now

NEW QUESTION 23
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

Explanation:
Explanation/Reference:

 

NEW QUESTION 24
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 25
What is the purpose of the 'deployment management' practice?

• A. To make new or changed services available for use
• B. To set clear business-based targets for service performance
• C. To move new or changed components to live environments
• D. To ensure services achieve agreed and expected performance

Answer: C

 

NEW QUESTION 26
What is warranty?

• A. The functionality offered by a product or service to meet a particular need
• B. The perceived benefits, usefulness and importance of something
• C. The amount of money spent on a specific activity or resource
• D. Assurance that a product or service will meet agreed requirements

Answer: D

 

NEW QUESTION 27
Which statement BEST describes the value of the service transition stage to the business?

• A. It results in higher volumes of successful change
• B. It supports the creation of a catalogue of services?
• C. It ensures the production of more successful service designs
• D. It leads to gradual and continual improvement in service quality

Answer: A

 

NEW QUESTION 28
What is a recommendation of the `focus on value' guiding principle?

• A. Make `focus on value' a responsibility of the management
• B. Focus on the value of new and significant projects first
• C. Focus on value at every step of the improvement
• D. Focus on value for the service provider first

Answer: C

 

NEW QUESTION 29
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 30
Which process is responsible for managing all service requests from users?

• A. Event management
• B. Request fulfilment
• C. Incident management
• D. Change fulfilment

Answer: B

 

NEW QUESTION 31
Which guiding principle considers the importance of customer loyalty?

• A. Progress iteratively with feedback
• B. Start where you are
• C. Focus on value
• D. Optimize and automate

Answer: C

 

NEW QUESTION 32
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

• A. Local
• B. Centralized
• C. Virtual
• D. Outsourced

Answer: D

 

NEW QUESTION 33
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

• A. Service provision
• B. Service consumption
• C. Service management
• D. Service offering

Answer: C

 

NEW QUESTION 34
What is the purpose of the `deployment management' practice?

• A. To make new or changed services available for use
• B. To set clear business-based targets for service performance
• C. To move new or changed components to live environments
• D. To ensure services achieve agreed and expected performance

Answer: C

 

NEW QUESTION 35
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 36
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 37
When should a full risk assessment and authorization be carried out for a standard change?

• A. When the procedure for the standard change is created
• B. At least once a year
• C. When an emergency change is requested
• D. Each time the standard change is implemented

Answer: A

 

NEW QUESTION 38
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. values
• B. assets
• C. services
• D. elements

Answer: C

 

NEW QUESTION 39
Which service level metrics are BEST for measuring user experience?

• A. Metrics linked to defined outcomes
• B. Single system-based metrics
• C. Operational metrics
• D. Metrics for the percentage of uptime of a service

Answer: A

 

NEW QUESTION 40
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 protect the information needed by the organization to conduct its business
• C. To plan and manage the full lifecycle of all IT assets
• D. To observe services and service components

Answer: B

 

NEW QUESTION 41
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. costs
• B. performances
• C. value
• D. users

Answer: B

 

NEW QUESTION 42
What are the three phases of 'problem management'?

• A. Incident management, problem management, change enablement
• B. Problem analysis, error identification, incident resolution
• C. Problem logging, problem classification, problem resolution
• D. Problem identification, problem control, error control

Answer: D

 

NEW QUESTION 43
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. 3 and 4
• B. 1 and 2
• C. 1 and 4
• D. 2 and 3

Answer: C

 

NEW QUESTION 44
When should the effectiveness of a problem workaround be assessed?

• A. Whenever the workaround is used
• B. Whenever the problem is prioritized
• C. Whenever the problem is resolved
• D. Whenever the workaround becomes a known error

Answer: A

 

NEW QUESTION 45
Which of these should be logged and managed as a problem?

• A. 'Continual improvement' needs to prioritize an improvement opportunity
• B. Trend analysis shows a large number of similar incidents
• C. A user requests delivery of a laptop
• D. A monitoring tool detects a change of state for a service

Answer: B

 

NEW QUESTION 46
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