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ITILFND Exam Dumps - Exin-ITIL Questions and Answers

Question # 14

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Options:

A.

Start where you are

B.

Collaborate and promote visibility

C.

Progress iteratively with feedback

D.

Think and work holistically

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Question # 15

Which are phases of the release and deployment process?

1. Release build and test

2. Review and close

3. Categorize and record

4. Change authorization and schedule

Options:

A.

1 and 2

B.

1 and 3

C.

2 and 4

D.

3 and 4

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Question # 16

What is used as a tool to help define and measure performance?

Options:

A.

A continual improvement register

B.

An incident record

C.

A change schedule

D.

A service level agreement

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Question # 17

Which practice would help a user gain access to an application that they need to use?

Options:

A.

Service configuration management

B.

Change enablement

C.

Service request management

D.

Service level management

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Question # 18

Which of these activities is carried out as part of ‘problem management’?

Options:

A.

Creating incident records

B.

Diagnosing and resolving incidents

C.

Escalating incidents to a support team for resolution

D.

Trend analysis of incident records

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Question # 19

Which practice identifies metrics that reflect the customer's experience of a service?

Options:

A.

Continual improvement

B.

Service desk

C.

Service level management

D.

Problem management

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Question # 20

Which usually requires a team of representatives from many stakeholder groups?

Options:

A.

Fulfilling a service request

B.

Authorizing an emergency change

C.

Logging a new problem

D.

Investigating a major incident

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Question # 21

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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Question # 22

Which helps to streamline the fulfilment of service requests?

Options:

A.

Understanding which service requests can be accomplished with limited approvals

B.

Creating new workflows for every service request

C.

Separating requests relating to service failures from the degradation of services

D.

Eliminating service requests which have complex workflows

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Question # 23

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Options:

A.

Start where you are

B.

Collaborate and promote visibility

C.

Keep it simple and practical

D.

Optimize and automate

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Exam Code: ITILFND
Exam Name: ITIL - Foundation (v4)
Last Update: Feb 22, 2025
Questions: 503
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