ITILFND_V4 Dumps with Free 365 Days Update Fast Exam Updates [Q54-Q74]

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ITILFND_V4 Dumps with Free 365 Days Update Fast Exam Updates

Verified ITILFND_V4 dumps Q&As – 2022 Latest ITILFND_V4 Download

NEW QUESTION 54
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Categorization

Detection

Prioritization

Escalation

NEW QUESTION 55
Which statement about the ‘four Ps’ of service design is CORRECT?

Processes refers to skill and training

Partners refers to suppliers and vendors

People refers to technology and tools

Products refers to producers and metrics

NEW QUESTION 56
What are the MOST important skills required by service desk staff?

Incident analysis skills

Technical skills

Problem resolution skills

Supplier management skills

NEW QUESTION 57
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

Immediate escalation

Specialist teams

A separate process

Third party support

NEW QUESTION 58
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

An initial baseline assessment

The production of a detailed CSI plan

Verifying that improvement targets have been achieved

Understanding priorities for improvement

NEW QUESTION 59
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

1 and 2

2 and 3

3 and 4

1 and 4

NEW QUESTION 60
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Local

Centralized

Outsourced

Virtual

NEW QUESTION 61
Which statement about the steps to fulfill a service request is CORRECT?

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

NEW QUESTION 62
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

Supplier management

Change enablement

Relationship management

Service desk

NEW QUESTION 63
When should a full risk assessment and authorization be carried out for a standard change?

Each time the standard change is implemented

When the procedure for the standard change is created

At least once a year

When an emergency change is requested

NEW QUESTION 64
Which statement about the known error database (KEDB) is CORRECT?

It is maintained by the service desk and updated with the details of each new incident

It is a part of the configuration management database (CMDB) and contains workarounds

It is maintained by problem management and is used by the service desk to help resolve incidents

It is maintained by incident management and contains solutions to be implemented by problem management

NEW QUESTION 65
Which service level metrics are BEST for measuring user experience?

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

NEW QUESTION 66
Which describes normal changes?

Changes that are low-risk and pre-authorized

Changes that need to be scheduled and assessed following a process

Changes that are typically initiated as service requests

Changes that must be implemented as soon as possible

NEW QUESTION 67
Which statement about the automation of service requests is CORRECT?

Service requests that cannot be automated should be handled as incidents

Service requests and their fulfillment should be automated as much as possible

Service requests that cannot be automated should be handled as problems

Service requests and their fulfillment should be carried out by service desk staff without automation

NEW QUESTION 68
What is the purpose of the ‘information security management’ practice?

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

To observe services and service components

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

To plan and manage the full lifecycle of all IT assets

NEW QUESTION 69
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Progress iteratively with feedback

Keep is simple and practical

Start where you are

Focus on value

NEW QUESTION 70
Which of these should be logged and managed as a problem?

A user requests delivery of a laptop

A monitoring tool detects a change of state for a service

Trend analysis shows a large number of similar incidents

‘Continual improvement’ needs to prioritize an improvement opportunity

NEW QUESTION 71
Which dimension considers how knowledge assets should be protected?

Organizations and people

Partners and suppliers

Information and technology

Value streams and processes

NEW QUESTION 72
What is used to link activities within the service value chain?

Service level agreements

Inputs, outputs and triggers

Opportunity, demand and value

Service desk

NEW QUESTION 73
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Change control

IT asset management

Service desk

Service request management

NEW QUESTION 74
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle.

measurement

tools

plans

process

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