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

Questions 31

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Options:

A.

Progress iteratively with feedback

B.

Think and work holistically

C.

Keep it simple and practical

D.

Focus on value

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Questions 32

Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?]

are managed appropriately to support the seamless provision of quality products and services.

Options:

A.

costs

B.

users

C.

value

D.

performances

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Questions 33

What is the purpose of the 'information security management1 practice?

Options:

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To observe services and service components

C.

To protect the information needed by the organization to conduct its business

D.

To plan and manage the full lifecycle of all IT assets

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Questions 34

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

Options:

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

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Questions 35

Which statement about service desks is CORRECT?

Options:

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

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Questions 36

What is warranty?

Options:

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

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Questions 37

Which of these should be logged and managed as a problem?

Options:

A.

Trend analysis shows a large number of similar incidents

B.

A user requests delivery of a laptop

C.

A monitoring tool detects a change of state for a service

D.

'Continual improvement' needs to prioritize an improvement opportunity

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Questions 38

How should automation be implemented?

Options:

A.

By initially concentrating on the most complex tasks

B.

By optimizing as much as possible first

C.

By replacing human intervention wherever possible

D.

By replacing the existing tools first

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Questions 39

What is the definition of a known error?

Options:

A.

An unplanned interruption to a service, or reduction in the quality of a service

B.

A cause, or potential cause, of one or more incidents

C.

A problem that has been analyzed and has not been resolved

D.

Any change of state that has significance for the management of a service or other configuration item (CI)

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Questions 40

Which statement about IT service management is CORRECT?

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Options:

A.

It is performed by customers using a mix of IT systems, services and processes

B.

It is performed by IT service providers using a mix of suppliers and their products

C.

It is performed by the service desk using a mix of people, process and technology

D.

It is performed by IT service providers using a mix of people, process and technology

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