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

Questions 101

How is a continual improvement register used?

Options:

A.

To record requests for provision of a resource or service

B.

To provide a structured approach to implementing improvements

C.

To organize past, present, and future improvement ideas

D.

To authorize changes to implement improvement initiatives

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Questions 102

Which is a key requirement for successful service level agreements (SLAs)?

Options:

A.

They should be written using language and terms which all parties will understand

B.

They should be based on system-based metrics which are useful to the service provider

C.

They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

D.

They should avoid ambiguous targets such as those relating to user experience

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Questions 103

What is the customer of a service responsible for?

Options:

A.

Authorizing the budget for the service

B.

Provisioning the service

C.

Defining the requirements for the service

D.

Using the service

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Questions 104

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Options:

A.

Information security management

B.

Continual improvement

C.

Monitoring and event management

D.

Service level management

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Questions 105

Which statement about the input and output of the value chain activities is CORRECT?

Options:

A.

Each value chain activity receives inputs and provides outputs

B.

The organization’s governance will determine the inputs and outputs of each value chain activity

C.

Some value chain activities only have input, whereas others only have outputs

D.

Input and output are fixed for each value chain activity

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Questions 106

Which BEST describe the focus of the 'think and work holistically' principle?

Options:

A.

Considering the existing organizational assets before building something new

B.

Integrating an organization’s activities to deliver value

C.

Eliminating unnecessary steps to deliver valuable outcomes

D.

Breaking down large initiative into smaller pieces of work

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Questions 107

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

Options:

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

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Questions 108

Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?

1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.

2. Complex systems should be designed with an understanding of how the components' parts are related.

3. Organizations should consider whether technology could improve the eficiency o' manual processes.

4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Questions 109

What is the difference between the 'incident management' and 'service desk' practices?

Options:

A.

Incident management restores service operation, service desk provides communication with users

B.

incident management manages interruptions to service desk monitors achieved service quality

C.

incident management resolves issues, service desk investigates the underlying causes of issues

D.

incident management resolves complex issues, service desk resolve simpler issues.

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Questions 110

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

Options:

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

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