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How to Pass the Exin ITILFND Exam: Comprehensive ITIL – Foundation (v4) Guide and Tips

Questions 91

Why should a service level agreement include bundles of metrics?

Options:

A.

To ensure that the service levels have been agreed with customers

B.

To reduce the number of metrics that need to be measured and reported

C.

To ensure that all services are included in the service reports

D.

To help focus on business outcomes, rather than operational result.

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Questions 92

Which is an input to the service value system?

Options:

A.

The system of directing and controlling an organization

B.

A model to help meet stakeholders expectations

C.

Recommendations to help an organization in all aspects of its work

D.

A need from consumers for new or changes services

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Questions 93

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

Options:

A.

Problem identification

B.

Problem control

C.

Error control

D.

Problem analysis

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Questions 94

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

Options:

A.

IT asset management

B.

Deployment management

C.

Continual management

D.

Monitoring and event management

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Questions 95

What is the definition of “service management”?

Options:

A.

A result for a stakeholder enabled by one or more outputs

B.

A formal description of one or more services, designed to address the needs of a target consumer group

C.

Join activities performed by a service provider and a service consumer to ensure continual value co-creation

D.

A set of specialized organizational capabilities for enabling value for customers in the form of services.

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Questions 96

Which organization delivers output or outcomes of a service?

Options:

A.

A service consumer delivers outcomes of the service

B.

A service provider delivers outcomes of the service

C.

A service consumer delivers outputs of the service

D.

A service provider delivers outputs of the service

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Questions 97

Which is described by the ‘organizations and people’ dimension of service management?

Options:

A.

Communication and collaboration

B.

Workflows and controls

C.

Inputs and outputs

D.

Contracts and agreement

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Questions 98

Which is a description of service provision?

Options:

A.

A formal description of one or more services, designed to address the needs of a service consumer

B.

Activities that an organization performs to deliver services

C.

A way to help create value by facilitating outcomes that service consumers need

D.

Cooperation between two organizations to ensure that a service delivers value

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Questions 99

Which service value chain activity deals with the purchase of new products?

Options:

A.

Engage

B.

Obtain/build

C.

Plan

D.

Improve

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Questions 100

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

Options:

A.

Analysis Paralysis

B.

Direct observation

C.

Minimum viable product

D.

Feedback loop

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