ITILFND exam questions

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Latest update ITIL ITILFND exam questions and answers online practice test

QUESTION 1
Which statement about `continual improvement\\’ is CORRECT?
A. All improvement ideas should be logged in a single `continual improvement register\\’
B. A single team should carry out `continual improvement\\’ across the organization
C. `Continual improvement\\’ should have minimal interaction with other practices
D. Everyone in the organization is responsible for some aspects of `continual improvement\\’
Correct Answer: D

 

QUESTION 2
Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity
Correct Answer: A

 

QUESTION 3
What is described by the service value system?
A. How all the components and activities of the organization work together as a system to enable value creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D. How to apply the systems approach of the guiding principle think and work holistically
Correct Answer: A

 

QUESTION 4
Which is a supplier category?
A. Technical
B. Commodity
C. Customer
D. Resource
Correct Answer: D

 

QUESTION 5
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate
Correct Answer: C

 

QUESTION 6
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfillment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfillment should be carried out by service desk staff without automation
Correct Answer: B

 

QUESTION 7
Which dimension focuses on relationships with other organizations that are involved in the design, development,
deployment and delivery of services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Correct Answer: C

QUESTION 8
What can be described as an operating model for the creating and management of products and services?
A. Governance
B. Service value chain
C. Guiding principles
D. Practices
Correct Answer: B
Reference: https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil4.aspx

 

QUESTION 9
What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. A configuration item (CI)
C. An incident
D. An IT asset
Correct Answer: B

 

QUESTION 10
Which is the purpose of the `relationship management\\’ practice?
A. To systematically observe services and service components
B. To protect the information needed by the organization to conduct its business
C. To be the entry point and single point of contact for the service provider with all of its users
D. To identify, analyze, monitor, and continually improve links with stakeholders
Correct Answer: D
Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-managementitil-4/

 

QUESTION 11
Which describes normal changes?
A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible
Correct Answer: B

 

QUESTION 12
Which guiding principle says that it is not usually necessary to build something new?
A. Focus on value
B. Start where you are
C. Progress iteratively with feedback
D. Think and work holistically
Correct Answer: B

 

QUESTION 13
Which is the purpose of the \\’ engage\\’ value chain activity?
A. Meeting expectations for quality, costs, and time-to-market
B. Providing transparency and good relationships
C. Ensuring the continual improvement of services
D. Ensuring that the organization\\’s vision is understood
Correct Answer: B

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Share ITIL ITILFND exam practice questions and answers from leads4pass latest updated ITILFND dumps free of charge. Get the latest uploaded ITILFND dumps pdf from google driver online. To get the full ITIL ITILFND dumps PDF or dumps VCE visit: https://www.leads4pass.com/itilfnd.html (Q&As: 768). all ITIL ITILFND exam questions have been updated, the answer has been corrected!
Make sure your exam questions are real and effective to help you pass your first exam!

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Latest Update ITIL ITILFND Exam Practice Questions and Answers Online Test

QUESTION 1
Which document shows a detailed analysis of business impact and benefits?
A. A return on investment
B. Service level requirements
C. A business case
D. A service level agreement
Correct Answer: C

QUESTION 2
Which of the following is NOT a benefit of using public frameworks and standards?
A. Knowledge of public frameworks is more likely to be widely distributed
B. They are always free ensuring they can be implemented quickly
C. They are validated across a wide range of environments making them more robust
D. They make collaboration between organizations easier by giving a common language
Correct Answer: B

QUESTION 3
The multi-level SLA\\’ is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
A. Customer level
B. Service level
C. Corporate level
D. Configuration level
Correct Answer: D

QUESTION 4
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event
C. Known error
D. Problem
Correct Answer: D

QUESTION 5
When is it confirmed if a project\\’s objectives have been achieved?
A. During the Closing a Project process
B. During the final end stage assessment
C. During the Controlling a Stage process
D. During the Managing Product Delivery process
Correct Answer: A

QUESTION 6
Which of the following are service transition planning and support NOT responsible for?
A. Prioritizing conflicts for service transition resources
B. Coordinating the efforts required to manage multiple simultaneous transitions
C. Maintaining policies, standards, and models for service transition activities and processes
D. Detailed planning of the build and test of individual changes
Correct Answer: D

QUESTION 7
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
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Correct Answer: A

QUESTION 8
How is a service delivered between departments of the same organization classified?
A. Internal service
B. External service
C. Mission critical service
D. Organizational service
Correct Answer: A

QUESTION 9
Which of the following are benefits to the business of implementing service transition?
1.
Better reuse and sharing of assets across projects and resources
2.
Reduced cost to design new services
3.
Result in higher volume of successful changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above
Correct Answer: C

QUESTION 10
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable
limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
Correct Answer: B

QUESTION 11
What BEST describes the value of continual service improvement to the business?
A. It supports the creation of a portfolio of quantified services
B. It results in a gradual improvement in cost-effectiveness
C. It improves governance by building controls into service designs
D. It provides quick and effective access to standard services
Correct Answer: B

QUESTION 12
Which of the following areas would technology help to support during the service lifecycle?
1.
Data mining and workflow
2.
Measurement and reporting
3.
Release and deployment
4.
Process design
A. 2, 3, and 4 only
B. 1, 3, and 4 only
C. 1, 2, and 3 only
D. All of the above
Correct Answer: D

QUESTION 13
Which statement about internal customers is CORRECT?
A. Services are provided to internal customers under contractual agreements
B. Internal customers have different organizational objectives from their service provider
C. Agreed levels of service are not as important to internal customers
D. Internal customers are part of the same organization as the service provider
Correct Answer: D

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