Pass ITILFND_V4 Exam Successfully To Earn ITIL 4 Foundation Certification

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

Incident management

Service request management

Service level management

Deployment management

2. Which facilitates outcomes that customers want to achieve?

Warranty

Service

Organization

IT asset

3. Which is part of the value proposition of a service?

Risks imposed on the consumer by the service

Costs imposed on the consumer by the service

Outputs of the service received by the consumer

Costs removed from the consumer by the service

4. Which practice would be MOST involved in a assessing the risk to services when a supplier modifies the contract they offer to the organization?

Incident management

Service level management

Change enablement

Service request management

5. What is included in the purpose of the 'relationship management’ practice?

Setting clear business-based targets so that the delivery of a service can be properly assessed

Creating collaborative relationships with key suppliers to uncover and realize new value

Identifying, analysing, monitoring, and the continual improvement of relationships with stakeholders

Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

6. Which of the four dimensions focuses on roles, responsibilities, and systems of authority?

Information and technology

Partners and suppliers

Organizations and people

Value streams and processes

7. What is a user?

The role that uses services

The role that authorizes budget for service consumption

The role that defines the requirements for a service

The role that directs and controls an organization

8. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

Continual improvement

Problem management

Service desk

Service request management

9. 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

10. Which step of the 'continual improvement model' defines measurable targets?

Where do we want to be?

What is the vision?

How do we get there?

Where are we now?

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11. Which BEST describes the focus of the' think and work holistically' principle?

Breaking down large initiatives into smaller pieces of work

Integrating an organization's activities to deliver value

Eliminating unnecessary steps to deliver valuable outcomes

Considering the existing organizational assets before building something new

12. Which is the MOST LIKELY way of resolving major incidents?

A support team following detailed procedures for investigating the incident

Users establishing a resolution using self-help

A temporary teamworking together to identify a resolution

The service desk identifying the cause and a resolution

13. Which is a description of service provision?

Activities that an organization performs to deliver services

Away to help create value by facilitating outcomes that service consumers need

Cooperation between two organizations to ensure that a service delivers value

A formal description of one or more services, designed to address the needs of a service consumer

14. What is included in the purpose of the IT asset management' practice?

Making new and changed assets available for use

Supporting decision-making about purchase, re-use, retirement, and disposal of assets

Providing information on how assets are configured and the relationships between them

Moving assets to live or other environments for testing or staging

15. 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

16. 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

17. Which phase of problem management includes the regular reassessment of the effectiveness of workarounds?

Problem control

Problem analysis

Problem identification

Error control

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

Plan

Deliver and support

Engage

Obtain/build

19. What is the customer of a service responsible for?

Provisioning the service

Defining the requirements for the service

Using the service

Authorizing the budget for the service

Pass ITILFND_V4 Exam Successfully To Earn ITIL 4 Foundation Certification

Pass ITILFND_V4 Exam Successfully To Earn ITIL 4 Foundation Certification

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