New 2023 Realistic ITILFNDv4 Dumps Test Engine Exam Questions in here
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NEW QUESTION # 67
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
- A. This role has ownership of the end result
- B. This role ensures that activities are executed correctly
- C. This role ensures the flow of information to stakeholders
- D. This role is involved in providing knowledge and input
Answer: A
NEW QUESTION # 68
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. Continual improvement
- B. Service management
- C. A service
- D. An IT asset
Answer: C
NEW QUESTION # 69
Which list includes information that would be collected when any incident is first logged?
- A. Escalation activity, closure category, resolution date and time
- B. Closure category, description of symptoms, resolution date and time
- C. Unique reference number, escalation activity, incident priority
- D. Unique reference number, incident priority, description of symptoms
Answer: D
NEW QUESTION # 70
Which process is used to compare the value that new services offer with the value of the services they have replaced?
- A. Capacity management
- B. Service catalogue management
- C. Availability management
- D. Service portfolio management
Answer: D
NEW QUESTION # 71
Which is a purpose of the 'service level management' practice?
- A. To support the agreed quality of a service handling all agreed, user-initiated service requests
- B. To ensure that the organization's suppliers and their performance are managed appropriately
- C. To establish and nurture the links between the organization and its stakeholders
- D. To set clear business-based targets for service levels
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION # 72
Which statement about Service Asset and Configuration Management (SACM) is FALSE?
- A. Configuration baselines and versions are produced by SACM
- B. All changes to Cis are authorized by SACM
- C. The scope of SACM includes management of the complete lifecycle of every configuration item (CI)
- D. SACM maintains an accurate and complete configuration management system (CMS)
Answer: A
NEW QUESTION # 73
Which is an example of how service automation assists service automation assists service management?
- A. Requests for new services can be authorized by anyone in service management
- B. The capacity of the service desk can be reduced to prevent users contacting it at busy times
- C. Customers can employ more sales staff during peak business periods
- D. The capacity of services can be adjusted to respond to respond to variations in demand
Answer: D
NEW QUESTION # 74
Service transition contains detailed descriptions of which processes?
- A. Change management, service asset and configuration management, release and deployment management
- B. Change management, capacity management, event management, service request management
- C. Service asset and configuration management, release and deployment management, request fulfillment
- D. Service level management, service portfolio management, service asset and configuration management
Answer: A
NEW QUESTION # 75
Which is NOT a sub-process of capacity management?
- A. Component capacity management
- B. Business capacity management
- C. People capacity management
- D. Service capacity management
Answer: C
NEW QUESTION # 76
Which statement about costs is CORRECT?
- A. Costs imposed on the consumer are costs of service warranty
- B. Costs removed from the consumer are part of service consumption
- C. Costs imposed on the consumer are costs of service utility
- D. Costs removed from the consumer are part of the value proposition
Answer: D
NEW QUESTION # 77
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
- A. A configuration item (CI)
- B. A user
- C. A customer
- D. An IT asset
Answer: C
NEW QUESTION # 78
Which is the CORRECT description of an outcome?
- A. The inputs that trigger an action for an activity, process or IT service
- B. The result of carrying out an activity, following a process, or delivering an IT service
- C. The design and development of the activities that make up a process or IT service
- D. The prediction of the future demand requirements for an activity, process or IT service
Answer: B
NEW QUESTION # 79
Which is an objective of the design coordination process?
- A. To produce service design packages and ensure they are handed over to service transition
- B. To assess and evaluate all changes and their impact on service designs
- C. To document the initial structure and relationship between services and customers
- D. To gather and document new service level requirements from the customer
Answer: A
NEW QUESTION # 80
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Change control
- B. Service desk
- C. Continual improvement
- D. Problem management
Answer: D
NEW QUESTION # 81
Which is part of service provision?
- A. The joint activities performed to ensure continual value co-creation
- B. The grouping of one or more services based on one or more products
- C. The management of resources configured to deliver the service
- D. The management of resources needed to consume the service
Answer: C
NEW QUESTION # 82
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
- A. 1, 3 and 4 only
- B. 1, 2 and 3 only
- C. 2, 3 and 4 only
- D. 1, 2 and 4 only
Answer: C
NEW QUESTION # 83
What does the `C' in `RACI' refer to?
- A. Customer
- B. Communicate
- C. Configure
- D. Consult
Answer: D
NEW QUESTION # 84
In which two situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
- A. 2 and 3
- B. 1 and 4
- C. 3 and 4
- D. 1 and 2
Answer: D
NEW QUESTION # 85
Which statement about outcomes is CORRECT?
- A. Outcomes are how the service performs
- B. An outcome can be enabled by more than one output
- C. An output can be enabled by one or more outcomes
- D. An outcome is a tangible or intangible activity
Answer: B
NEW QUESTION # 86
Which is a responsibility of a customer within the service level management process?
- A. Agree Service level targets
- B. Negotiate third party contracts
- C. Supply good or services
- D. Measure service availability
Answer: A
NEW QUESTION # 87
What are the MOST important skills required by service desk staff?
- A. Technical skills
- B. Incident analysis skills
- C. Supplier management skills
- D. Problem resolution skills
Answer: B
NEW QUESTION # 88
What are the three phases of 'problem management'?
- A. Problem identification, problem control, error control
- B. Problem logging, problem classification, problem resolution
- C. Problem analysis, error identification, incident resolution
- D. Incident management, problem management, change enablement
Answer: A
NEW QUESTION # 89
Which is an example of improving service utility using service management automation?
- A. Faster resource allocation
- B. Pre-determined routing of a service request
- C. Monitoring service availability
- D. Reducing the time to compile service data
Answer: A
NEW QUESTION # 90
Which dimension includes activities and workflows?
- A. Partners and suppliers
- B. Information and technology
- C. Organizations and people
- D. Value streams and processes
Answer: D
NEW QUESTION # 91
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