New 2022 Latest Questions ITILFND_V4 Dumps - Use Updated EXIN Exam
Latest ITILFND_V4 Exam Dumps EXIN Exam from Training Expert Actual4Dumps
NEW QUESTION 27
Which statement about metrics is CORRECT?
- A. Process metrics can be used to measure end-to-end service performance
- B. Process metrics can be used to measure the utilization of a supplier's network
- C. Technology metrics can be used to measure component performance and availability
- D. Technology metrics can be used to determine the overall health of a process
Answer: C
Explanation:
Explanation
NEW QUESTION 28
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
- A. Service management
- B. Service consumption
- C. Service offering
- D. Service provision
Answer: A
NEW QUESTION 29
Which is NOT a component of the service value system?
- A. The guiding principles
- B. The four dimensions of service management
- C. Governance
- D. Practices
Answer: B
NEW QUESTION 30
What should be used to set user expectations for request fulfillment times?
- A. The time needed to realistically deliver the service
- B. The service levels of the supplier
- C. The consumer demand for the service
- D. The time that the customer indicates for service delivery
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 31
Which skill is an essential part of the 'service level management' practice?
- A. Listening
- B. Diagnosis
- C. Problem analysis
- D. Technical knowledge
Answer: A
NEW QUESTION 32
Which is NOT a sub-process of capacity management?
- A. Service capacity management
- B. People capacity management
- C. Business capacity management
- D. Component capacity management
Answer: B
NEW QUESTION 33
What must a service level agreement (SLA) define?
- A. Legally binding contractual responsibilities of just the IT service provider
- B. Key service targets and responsibilities of both the IT service provider and customer
- C. Legally binding contractual responsibilities or both parties
- D. Key service targets and responsibilities of just the IT service provider
Answer: D
NEW QUESTION 34
What is the purpose of the 'relationship management' practice?
- A. To set clear business-based targets for service performance
- B. To support the agreed quality of a service handling all agreed, user-initiated service requests
- C. To align the organization's practices and services with changing business needs
- D. To establish and nurture the links between the organization and its stakeholders
Answer: D
NEW QUESTION 35
What is the expected outcome from using a service value chain?
- A. Service value streams
- B. Value realization
- C. The application of practices
- D. Customer engagement
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION 36
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
- A. Local
- B. Centralized
- C. Virtual
- D. Outsourced
Answer: D
NEW QUESTION 37
Which is an example of a business related measurement?
- A. The number of problems resolved
- B. The number of passengers checked in
- C. The average time to response to change requests
- D. The average resolution time for incidents
Answer: B
NEW QUESTION 38
Which is a service request?
- A. Requesting investigation of a degraded service
- B. Requesting a workaround for an issue
- C. Requesting an enhancement to an application
- D. Requesting information about how to create a document
Answer: D
Explanation:
Explanation
NEW QUESTION 39
Which guiding principle considers the importance of customer loyalty?
- A. Optimize and automate
- B. Start where you are
- C. Focus on value
- D. Progress iteratively with feedback
Answer: C
NEW QUESTION 40
Which guiding principle recommends coordinating all dimensions of service management?
- A. Think and work holistically
- B. Keep it simple and practical
- C. Start where you are
- D. Progress iteratively with feedback
Answer: A
NEW QUESTION 41
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 set clear business-based targets for service levels
- C. To ensure that the organization's suppliers and their performance are managed appropriately
- D. To establish and nurture the links between the organization and its stakeholders
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION 42
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