ITIL ITIL Foundation Certification ITILFND_V4 Free Dumps 2023

Jonnie Karnath2023-04-04T23:53:57+00:00

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

Incident management

Change enablement

Service level management

Service request management

2. 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

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

Incident management

Service request management

Service level management

Deployment management

4. 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

5. How is a 'continual improvement register' used?

To provide a structured approach to implementing improvements

To authorize changes to implement improvement initiatives

To organize past, present and future improvement ideas

To record requests for provision of a resource or service

6. 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

7. Why should a service level agreement include bundles of metrics?

To ensure that all services are included in the service reports

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

To ensure that the service levels have been agreed with customers

To help focus on business outcomes, rather than operational results

8. 1.Which is recommended as part of the 'progress iteratively with feedback' guiding principle?

Prohibit changes to plans after they have been finalized

Organize work into small manageable units

Reduce the number of steps that produce tangible results

Analyse the whole situation in detail before taking any action

9. 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

10. Which is an example of a service request?

A request for normal operation to be restored

A request for access to a file

A request to implement a security patch

A request to investigate the cause of an incident

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11. 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

12. 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

13. Long-term

1 and 4

2 and 3

3 and 4

1 and 2

14. Which practice identifies changes of state related to infrastructure, services, and business processes?

Service configuration management

Change enablement

Information security management

Monitoring and event management

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

Continual improvement

Problem management

Service desk

Service request management

16. Which ITIL concept help san organization to make good decisions?

Practices

Guiding principles

Service value chain

Four dimensions of service management

17. How do 'continual improvement registers' help to create value?

By monitoring achievement against service level targets

By making improvements visible

By assigning change authorities for change requests

By documenting all improvement ideas in a single place

18. 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

19. When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?

Basing decisions about the initiative on visible data

Considering different methods of communication for the different audiences

Ensuring everyone involved in the initiative is in agreement about it before starting

Communicating information about the initiative to other parts of the organization

20. What is included in the purpose of the 'continual improvement' practice?

Ensuring that delivery of services is properly assessed, monitored, and improved against targets

Identifying and continually improving relationships with and between stakeholders

Creating collaborative relationships with key suppliers to realize new value

Aligning the organization's practices and services with changing business needs

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21. Why and how is a user MOST LIKELY to contact the service desk?

To discuss the cause of an incident via a phone call

To request access to a resource via a self service portal

To authorize an emergency change via live chat

To report a problem using a mobile app

By Jonnie Karnath ITIL Free Dumps ITIL 4 Foundation, ITIL ITILFND_V4 free dumps, ITILFND_V4, ITILFND_V4 practice test questions 0 Comments

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ITIL ITIL Foundation Certification ITILFND_V4 Free Dumps 2023

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