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ITILFND Exam Dumps - ITIL – Foundation (v4)

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Question # 65

Which function is responsible for the management of a data centre?

A.

Technical management

B.

Service desk

C.

Application management

D.

Facilities management

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Question # 66

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

4. Normal changes should be handled as service requests

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

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Question # 67

What is the PRIMARY use of a change schedule?

A.

To support the ‘incident management’ practice and improvement planning

B.

To manage emergency changes

C.

To plan changes and help avoid conflicts

D.

To manage standard changes

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Question # 68

Which statement BEST describes the value of service strategy to the business?

A.

It allows higher volumes of successful change

B.

It reduces unplanned costs through optimized handling of service outages

C.

It reduces the duration and frequency of service outages

D.

It enables the service provider to understand what levels of service will make their customers successful

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Question # 69

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A.

Service providers are able to respond more quickly to customer needs

B.

Bottlenecks in the service provider's workflow are identified.

C.

The complexities of the service provider's IT systems are identified.

D.

The service provider gains a better understanding of the customer experience.

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Question # 70

What is the customer of a service responsible for?

A.

Authorizing the budget for the service

B.

Provisioning the service

C.

Defining the requirements for the service

D.

Using the service

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Question # 71

Which of the following is included in the purpose of the 'continual improvement' practice?

A.

The restoration of normal service operation as quickly as possible

B.

The establishment of links between the organization and its stakeholders at strategic and tactical levels

C.

The alignment of the organization's practices and services with changing business needs

D.

The reduction of the likelihood and impact of incidents

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Question # 72

Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without

the customer having to manage specific [?] and risks.

A.

information

B.

utility

C.

warranty

D.

costs

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