[2023] Use Valid Exam ITILFNDv4 by Free4Dump Books For Free Website [Q20-Q41]

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[2023] Use Valid Exam ITILFNDv4 by Free4Dump Books For Free Website

Free EXIN ITIL ITILFNDv4 Official Cert Guide PDF Download

Q20. When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

An organization should always use a single technique to ensure metrics are consistent

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

An organization should always develop competencies in methodologies and techniques that will meet their needs

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Q21. 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 [?].

assets

values

elements

services

Q22. Which is the CORRECT description of an outcome?

The result of carrying out an activity, following a process, or delivering an IT service

The inputs that trigger an action for an activity, process or IT service

The prediction of the future demand requirements for an activity, process or IT service

The design and development of the activities that make up a process or IT service

Q23. What helps diagnose and resolve a simple incident?

Rapid escalation

Formation of a temporary team

The use of scripts

Problem prioritization

Q24. Which is a purpose of the ‘service level management’ practice?

To establish and nurture the links between the organization and its stakeholders

To ensure that the organization’s suppliers and their performance are managed appropriately

To set clear business-based targets for service levels

To support the agreed quality of a service handling all agreed, user-initiated service requests

Explanation/Reference:

Q25. Which is a service request?

Requesting a workaround for an issue

Requesting information about how to create a document

Requesting an enhancement to an application

Requesting investigation of a degraded service

Q26. What is an IT asset?

Any financially valuable component that can contribute to delivery of an IT product or service

Any component that needs to be managed in order to deliver a service

A request from a user mat initiates a service action

The removal of anything that could have a direct or indirect effect on services

Q27. Which two statements about the ‘service request management’ practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

1 and 2

2 and 3

3 and 4

1 and 4

Q28. What is important for a ‘continual improvement register’ (CIR)?

Improvement ideas are documented, assessed and prioritized

Improvement ideas from many sources are kept in a single CIR

Improvement ideas that are not being actioned immediately are removed from the CIR

Improvement ideas are tested, funded and agreed

Q29. Which practice needs people who understand complex systems and have creative and analytical skills?

Change enablement

Service level management

Service request management

Problem management

Q30. Which statement about outcomes is CORRECT?

Outcomes are one or more services that fulfill the needs of a service consumer

Service providers help service consumers achieve outcomes

Outcomes help service consumers achieve outputs

Helping service consumers achieve outcomes reduces service provider costs

Q31. Which statement about a ‘continual improvement register’ is CORRECT?

It should be managed at the senior level of the organization

It should be used to capture user demand

There should only be one for the whole organization

It should be re-prioritized as ideas are documented

Q32. Which is a key requirement for a successful service level agreement?

It should be written in legal language

It should be simply written and easy to understand

It should be based on the service provider’s view of the service

It should relate to simple operational metrics

Q33. Which processes are responsible for the regular review of underpinning contracts?

Supplier management and service level management

Supplier management and change management

Availability management and service level management

Supplier management and availability management

Q34. What is defined as a cause, or potential cause, of one or more incidents?

Change

Event

Known error

Problem

Q35. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

An IT asset

A customer

A configuration item (CI)

A user

Q36. When planning `continual improvement’, which approach for assessing the current state of a service is CORRECT?

An organization should always use a single technique to ensure metrics are consistent

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

An organization should always develop competencies in methodologies and techniques that will meet their needs

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Q37. How does a service consumer contribute to the reduction of disk?

By paying for the service

By managing server hardware

By communicating constraints

By managing staff availability

Q38. Which practice updates information relating to symptoms and business impact?

Service level management

Change control

Service request management

Incident management

Q39. Which is a key requirement for a successful service level agreement (SLA)?

Using individual metrics that relate to the service catalogue

Using bundled metrics to relate performance to outcomes

Using single-system-based metrics that relate to outputs

Using an agreement between the service provider and service supplier

Explanation/Reference:

Q40. Which statement about stakeholders is TRUE?

Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization

External customers are those who work for the same organization as the IT service provider

Internal customers are always charged for the IT services they receive from the IT service provider organization

Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

Q41. Which of these should be logged and managed as a problem?

A user requests delivery of a laptop

A monitoring tool detects a change of state for a service

Trend analysis shows a large number of similar incidents

‘Continual improvement’ needs to prioritize an improvement opportunity

Explanation

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ITIL 4 Foundation certification is also beneficial for organizations that want to improve their IT service management practices. ITIL provides a framework for effective IT service management, and organizations that adopt ITIL are better equipped to meet their business goals. By hiring IT professionals with ITIL certifications, organizations can ensure that their IT service management practices are aligned with industry standards and best practices.

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