Use Real ITILFND_V4 Dumps - EXIN Correct Answers updated on 2021
EXIN ITIL ITILFND_V4 Exam Practice Dumps
NEW QUESTION 13
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 14
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should include incident handling
- B. They should be brief and simple
- C. They should be complex and detailed
- D. They should be well-known and proven
Answer: D
Explanation:
Explanation
NEW QUESTION 15
What are the ITIL guiding principles used for?
- A. To help an organization make good decisions
- B. To identify activities that an organization must perform in order to deliver a valuable service
- C. To ensure that an organization's performance continually meets stakeholders' expectations
- D. To direct and control an organization
Answer: A
NEW QUESTION 16
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 17
Which statement about service desks is CORRECT?
- A. The service desk should rely on self-service portals instead of escalation to support teams
- B. The service desk should work in close collaboration with support and development teams
- C. The service desk should escalate all technical issues to support and development teams
- D. The service desk should remain isolated from technical support teams
Answer: B
NEW QUESTION 18
Which of these should be logged and managed as a problem?
- A. 'Continual improvement' needs to prioritize an improvement opportunity
- B. A monitoring tool detects a change of state for a service
- C. A user requests delivery of a laptop
- D. Trend analysis shows a large number of similar incidents
Answer: D
Explanation:
Explanation
NEW QUESTION 19
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 20
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Service level management
- B. Problem management
- C. Service configuration management
- D. Change control
Answer: D
NEW QUESTION 21
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 22
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Focus on value
Answer: A
NEW QUESTION 23
Which is the CORRECT description of an outcome?
- A. The prediction of the future demand requirements for an activity, process or IT service
- B. The inputs that trigger an action for an activity, process or IT service
- C. The design and development of the activities that make up a process or IT service
- D. The result of carrying out an activity, following a process, or delivering an IT service
Answer: D
NEW QUESTION 24
Which are objectives of problem management?
1. Eliminate recurring incidents
2. Minimize the impact of incidents that cannot be prevented
3. Increase visibility and communication of incidents
4. Provide a trigger for the raising of incidents
- A. 1 and 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Answer: D
NEW QUESTION 25
Which directly assists with the diagnosis and resolution of simple incidents?
- A. Use of shift working patterns
- B. Creation of a temporary team
- C. Fulfillment of service requests
- D. Scripts for collecting user information
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 26
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 27
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 28
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 29
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. Each time the standard change is implemented
- C. At least once a year
- D. When an emergency change is requested
Answer: A
NEW QUESTION 30
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Information security management
- B. Incident management
- C. Change control
- D. Monitoring and event management
Answer: D
NEW QUESTION 31
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