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Exin ITILFND - ITIL – Foundation (v4)

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Page: 2 / 15
Total 503 questions

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A.

Service request management

B.

Service level management

C.

Incident management

D.

Change management

Which practice provides a communications point for users to report operational issues, queries and requests?

A.

Incident management

B.

Continual improvement

C.

Service desk

D.

Relationship management

Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

What can be described as an operating model for the creation and management of products and services?

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

How are target resolution times used in the 'incident management' practice?

A.

They are agreed, documented, and communicated to help set user expectations

B.

They are established, reviewed, and reported to ensure that customers are happy with the service

C.

They are initiated, approved, and managed to ensure that predictable responses are achieved

D.

They are scheduled, assessed and authorized to reduce the risk of service failures

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

A.

Plan

B.

Improve

C.

Design and transition

D.

Deliver and support

Which is an example o' a service request?

A.

A request for normal operation to be restored

B.

A request to implement a security patch

C.

A request tor access to a file

D.

A request to investigate the cause of an incident

Which practice recommends the use of event-based surveys to gather feedback from customers?

A.

Service level management

B.

Change enablement

C.

Service request management

D.

Problem management

Which is included in the purpose of the 'change enablement' practice?

A.

Make new and changed services available for use

B.

Ensure that risks have been property assessed

C.

Record and report selected changes of state

D.

Plan and manage the full lifecycle of all IT assets