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Preparations of ITILFND_V4 Exam 2021 EXIN ITIL Unlimited 120 Questions

NEW QUESTION 57
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 58
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 59
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 60
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

• A. Service management
• B. A service
• C. An IT asset
• D. Continual improvement

Answer: B

 

NEW QUESTION 61
Which statement about metrics is CORRECT?

• A. Technology metrics can be used to measure component performance and availability
• B. Technology metrics can be used to determine the overall health of a process
• C. Process metrics can be used to measure end-to-end service performance
• D. Process metrics can be used to measure the utilization of a supplier's network

Answer: A

Explanation:
Explanation

 

NEW QUESTION 62
What are the three phases of 'problem management'?

• A. Incident management, problem management, change enablement
• B. Problem identification, problem control, error control
• C. Problem logging, problem classification, problem resolution
• D. Problem analysis, error identification, incident resolution

Answer: B

 

NEW QUESTION 63
What must a service level agreement (SLA) define?

• A. Legally binding contractual responsibilities of just the IT service provider
• B. Legally binding contractual responsibilities or both parties
• C. Key service targets and responsibilities of both the IT service provider and customer
• D. Key service targets and responsibilities of just the IT service provider

Answer: D

 

NEW QUESTION 64
What is a recommendation of the `focus on value' guiding principle?

• A. Focus on the value of new and significant projects first
• B. Focus on value for the service provider first
• C. Make `focus on value' a responsibility of the management
• D. Focus on value at every step of the improvement

Answer: D

 

NEW QUESTION 65
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 66
What should be used to set user expectations for request fulfillment times?

• A. The consumer demand for the service
• B. The service levels of the supplier
• C. The time needed to realistically deliver the service
• D. The time that the customer indicates for service delivery

Answer: C

Explanation:
Explanation/Reference:

 

NEW QUESTION 67
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 68
What is the expected outcome from using a service value chain?

• A. Service value streams
• B. Customer engagement
• C. Value realization
• D. The application of practices

Answer: C

Explanation:
Explanation/Reference:

 

NEW QUESTION 69
Which describes a set of defined steps for implementing improvements?

• A. The `engage' value chain activity
• B. The `continual improvement model'
• C. The `continual improvement register'
• D. The `improve' value chain activity

Answer: B

 

NEW QUESTION 70
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 71
Which dimension considers how knowledge assets should be protected?

• A. Organizations and people
• B. Information and technology
• C. Value streams and processes
• D. Partners and suppliers

Answer: B

 

NEW QUESTION 72
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 73
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 74
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