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Check Our Recently Added ITILFND Exam Questions


Question # 1



Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
A. Service request management
B. Service desk
C. Supplier management
D. Service level management



D.   Service level management




Question # 2



Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
A. Service relationship management
B. Service consumption
C. The service value system
D. The release management practice



C.   The service value system




Question # 3



What are the KEY stakeholder groups that service providers should cooperate with?
A. Suppliers
B. Customers
C. Relationship managers
D. Developers



B.   Customers




Question # 4



An incident is proving difficult to resolve. A technician informs their manager that more resource is
needed to restore the service.
What has taken place?

A.

A functional escalation

B.

A service level escalation

C.

An incident resolution

D.

A hierarchic escalation




D.   

A hierarchic escalation






Question # 5



The value created by a service is defined in terms of business outcomes, customer preferences, and which
other element?

A.

Customer assets

B.

Customer perceptions

C.

Business activity

D.

Business vision




D.   

Business vision






Question # 6



ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

A.

Service Units

B.

Business Units

C.

Service Providers

D.

Customers




C.   

Service Providers






Question # 7



Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

A.

Following a full change advisory board (CAB) to resolve any outstanding agenda items.

B.

During peak or holiday periods when emergencies are more likely to occur.

C.

In an emergency when it is not possible to convene a full CAB.

D.

Outside the normal working hours of the business unit.




C.   

In an emergency when it is not possible to convene a full CAB.






Question # 8



Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A.

Technology, customer, user

B.

Corporate, customer, service

C.

Corporate, customer, technology

D.

Service,user, IT




B.   

Corporate, customer, service






Question # 9



What does the continual service improvement (CSI) approach enable a business to achieve?

A.

It keeps the communication going within the business.

B.

It helps the business in making decisions on improvement initiatives.

C.

It helps the stakeholders understand their customers.

D.

It dictates the way the business interacts with external suppliers.




C.   

It helps the stakeholders understand their customers.






Question # 10



Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual
Service Improvement approach?

A.

Service and process improvement

B.

Baseline assessments

C.

Policy and governance review

D.

Measurable targets




A.   

Service and process improvement





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ITIL Foundation (v4) Exam Dumps


Exam Code: ITILFND
Exam Name: ITIL Foundation (v4)

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