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ITILFND Exam Dumps - ITIL – Foundation (v4)

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Question # 57

Which are the elements of process control?

A.

Inputs, outputs and triggers

B.

Work instructions, procedures and roles

C.

Resources, capabilities and metrics

D.

Process owner, policy and objectives

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Question # 58

For which purpose would the continual improvement practice use a SWOT analysis?

A.

Understanding the current state

B.

Defining the future desired state

C.

Tracking and managing ideas

D.

Ensuring everyone actively participates

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Question # 59

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A.

Service level management

B.

Service desk

C.

Continual improvement

D.

Change enablement

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Question # 60

Identify the missing word in the following sentence.

A user is [?] that uses services.

A.

an organization

B.

a role

C.

a team

D.

a supplier

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Question # 61

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

A.

IT asset management

B.

Deployment management

C.

Continual management

D.

Monitoring and event management

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Question # 62

Which value chain activity ensures that service components meet agreed specifications?

A.

Plan

B.

Design and transition

C.

Obtain/build

D.

Deliver and support

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Question # 63

How should the workflow for a new service request be designed?

A.

Use a single workflow for all types of service request

B.

Leverage existing workflows whenever possible

C.

Use different workflows for each type of service request

D.

Avoid workflows for simple service requests

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Question # 64

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

A.

Continual improvement

B.

Service level management

C.

Service desk

D.

Problem management

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