Master 2021 Latest The Questions EXIN ITIL and Pass ITILFND_V4 Real Exam!
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NEW QUESTION 13
Which statement BEST describes a service request?
- A. A request from a customer for a new service
- B. A generic description for the many types of request for change (RFC) that are received by the IT organization
- C. A generic description for the many different types of demands that are placed upon the IT organization by the users
- D. A high priority RFC from a senior manager
Answer: C
NEW QUESTION 14
How does a service consumer contribute to the reduction of disk?
- A. By communicating constraints
- B. By managing server hardware
- C. By managing staff availability
- D. By paying for the service
Answer: A
NEW QUESTION 15
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 16
Which practice updates information relating to symptoms and business impact?
- A. Service level management
- B. Change control
- C. Service request management
- D. Incident management
Answer: D
NEW QUESTION 17
What is typically needed to assign complex incidents to support groups?
- A. The incident category
- B. The incident priority
- C. A change schedule
- D. A self-help tool
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 18
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 19
When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- D. An organization should always develop competencies in methodologies and techniques that will meet their needs
Answer: D
NEW QUESTION 20
What is warranty?
- A. The amount of money spent on a specific activity or resource
- B. Assurance that a product or service will meet agreed requirements
- C. The functionality offered by a product or service to meet a particular need
- D. The perceived benefits, usefulness and importance of something
Answer: B
NEW QUESTION 21
Which is NOT a sub-process of capacity management?
- A. Component capacity management
- B. People capacity management
- C. Business capacity management
- D. Service capacity management
Answer: B
NEW QUESTION 22
Which is included in the purpose of the `design and transition' value chain activity?
- A. Continually meeting stakeholder expectations for costs
- B. Supporting services according to specifications
- C. Providing transparency and good stakeholder relationships
- D. Ensuring that service components are available when needed
Answer: A
NEW QUESTION 23
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. services
- B. values
- C. elements
- D. assets
Answer: A
NEW QUESTION 24
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 25
What are the MOST important skills required by service desk staff?
- A. Supplier management skills
- B. Technical skills
- C. Problem resolution skills
- D. Incident analysis skills
Answer: D
NEW QUESTION 26
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Start where you are
- B. Progress iteratively with feedback
- C. Keep is simple and practical
- D. Focus on value
Answer: A
NEW QUESTION 27
Which is part of service provision?
- A. The grouping of one or more services based on one or more products
- B. The management of resources needed to consume the service
- C. The joint activities performed to ensure continual value co-creation
- D. The management of resources configured to deliver the service
Answer: D
NEW QUESTION 28
Which two statements about an organization's culture are CORRECT?
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 29
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