ITILFND Exam Dumps - ITIL – Foundation (v4)

Using individual metrics that relate to the service catalogue

Using bundled metrics to relate performance to outcomes

Using single-system-based metrics that relate to outputs

Using an agreement between the service provider and service supplier

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

It ensures that incidents are resolved in timescales agreed with the customer

Change evaluation

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Knowledge management

Service validation and testing

Service asset and configuration management

protect

store

audit

provide

Understanding which service requests can be accomplished with limited approvals

Creating new workflows for every service request

Separating requests relating to service failures from the degradation of services

Eliminating service requests which have complex workflows

Continual improvement

Service desk

Service level management

Problem management

Authorizing changes to proceed

Making new features available for use

Moving new software to live environments

Ensuring information about services is available

Improve

Engage

Obtain/build

Plan