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ITIL 4 Foundation V4题库

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ITILFND_V4.examcollection.premium.exam.187q

Number: ITILFND_V4

Passing Score: 800

Time Limit: 120 min

File Version: 5.0

ITILFND

ITIL 4 Foundation

Version 5.0

VCEConvert.com

Exam A

QUESTION 1

Which ITIL guiding principle recommends using existing services, processes and tools when improving

services?

A. Progress iteratively with feedback

B. Keep is simple and practical

C. Start where you are

D. Focus on value

Correct Answer: C

Section: (none)

Explanation

Explanation/Reference:

QUESTION 2

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A. Service configuration management

B. Problem management

C. Service level management

D. Change control

Correct Answer: D

Section: (none)

Explanation

Explanation/Reference:

QUESTION 3

When should a full risk assessment and authorization be carried out for a standard change?

A. Each time the standard change is implemented

B. When the procedure for the standard change is created

C. At least once a year

D. When an emergency change is requested

Correct Answer: B

Section: (none)

Explanation

Explanation/Reference:

QUESTION 4

Which statement about emergency changes is CORRECT?

A. The testing of emergency can be eliminated in order to implement the change quickly

B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented

quickly

Emergency changes should be authorized and implemented as service requests

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Emergency changes must be fully documented before authorization and implementation

Correct Answer: B

Section: (none)

Explanation

Explanation/Reference:

QUESTION 5

Which practice coordinates the classification, ownership and communication of service requests and

incidents?

A. Supplier management

B. Service desk

C. Problem management

D. Relationship management

Correct Answer: B

Section: (none)

Explanation

Explanation/Reference:

QUESTION 6

What is warranty?

A. Assurance that a product or service will meet agreed requirements

B. The amount of money spent on a specific activity or resource

C. The functionality offered by a product or service to meet a particular need

D. The perceived benefits, usefulness and importance of something

Correct Answer: A

Section: (none)

Explanation

Explanation/Reference:

QUESTION 7

Which is part of service provision?

A. The management of resources configured to deliver the service

B. The management of resources needed to consume the service

C. The grouping of one or more services based on one or more products

D. The joint activities performed to ensure continual value co-creation

Correct Answer: A

Section: (none)

Explanation

Explanation/Reference:

QUESTION 8

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

A. It should be managed at the senior level of the organization

B. It should be used to capture user demand

C. There should only be one for the whole organization

D. It should be re-prioritized as ideas are documented

Correct Answer: D

Section: (none)

Explanation

Explanation/Reference:

QUESTION 9

What are ’engage’, ‘plan’ and ‘improve’ examples of?

A. Service value chain activities

B. Service level management

C. Service value chain inputs

D. Change control

Correct Answer: A

Section: (none)

Explanation

Explanation/Reference:

QUESTION 10

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

Section: (none)

Explanation

Explanation/Reference:

QUESTION 11

Which statement about service desks is CORRECT?

A. The service desk should work in close collaboration with support and development teams

B. The service desk should rely on self-service portals instead of escalation to support teams

C. The service desk should remain isolated from technical support teams

D. The service desk should escalate all technical issues to support and development teams

Correct Answer: A

Section: (none)

Explanation

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Explanation/Reference:

QUESTION 12

Which practice updates information relating to symptoms and business impact?

A. Service level management

B. Change control

C. Service request management

D. Incident management

Correct Answer: D

Section: (none)

Explanation

Explanation/Reference:

QUESTION 13

Which is included in the purpose of the ‘design and transition’ value chain activity?

A. Ensuring that service components are available when needed

B. Providing transparency and good stakeholder relationships

C. Supporting services according to specifications

D. Continually meeting stakeholder expectations for costs

Correct Answer: D

Section: (none)

Explanation

Explanation/Reference:

QUESTION 14

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service

requests?

A. Change control

B. IT asset management

C. Service desk

D. Service request management

Correct Answer: D

Section: (none)

Explanation

Explanation/Reference:

QUESTION 15

Which is NOT a component of the service value system?

A. The guiding principles

Governance

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