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Certbus not only provides you the Newest ITILFND free download exam questions and answers but also the most comprehensive knowledge of the whole ITIL Certification Latest ITILFND vce dumps ITIL V4 Foundation certifications. We provide our users with the most accurate ITILFND study guide ITIL V4 Fou...

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ITILFNDQ&As ITIL V4 Foundation

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QUESTION 1 Which service level metrics are BEST for measuring user experience? A. Single system-based metrics B. Metrics for the percentage of uptime of a service C. Operational metrics D. Metrics linked to defined outcomes Correct Answer: D

QUESTION 2 Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A. Progress iteratively with feedback B. Keep is simple and practical C. Start where you are D. Focus on value Correct Answer: C

QUESTION 3 What can be used to help determine the impact level of a problem? A. Definitive media library (DML) B. Configuration management system (CMS) C. Statement of requirements (SOR) D. Standard operating procedures (SOP) Correct Answer: B

QUESTION 4 Which is a use of the change schedule? A. Assigning resources to changes B. Deciding the approval authority for changes

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C. Automating the change process D. Creating change models Correct Answer: A Reference: https://www.bmc.com/blogs/itil-change-enablement/

QUESTION 5 What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. A configuration item (CI) C. An incident D. An IT asset Correct Answer: B

QUESTION 6 Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain? A. Start where you are B. Collaborate and promote visibility C. Progress iteratively with feedback D. Think and work holistically Correct Answer: C

QUESTION 7 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

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4. Normal changes should be handled as service requests A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 Correct Answer: A

QUESTION 8 What is typically needed to assign complex incidents to support groups? A. A self-help tool B. The incident priority C. A change schedule D. The incident category Correct Answer: D

QUESTION 9 Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Correct Answer: C

QUESTION 10 Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? A. Progress iteratively with feedback B. Focus on value

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C. Think and work holistically D. Keep it simple and practical Correct Answer: D

QUESTION 11 Which statement about emergency changes is CORRECT? A. The testing of emergency can be eliminated in order to implement the change quickly B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C. Emergency changes should be authorized and implemented as service requests D. Emergency changes must be fully documented before authorization and implementation Correct Answer: B

QUESTION 12 Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness? A. Service operation B. Service transition C. Continual service improvement D. Service strategy Correct Answer: C

QUESTION 13 Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence? A. Problem management B. Supplier management C. Release management D. Service desk Correct Answer: D

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