(2023) PASS ITILFNDv4 Exam Free Practice Test with 100% Accurate Answers
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NEW QUESTION # 30
What is the purpose of the `deployment management' practice?
- A. To ensure services achieve agreed and expected performance
- B. To make new or changed services available for use
- C. To set clear business-based targets for service performance
- D. To move new or changed components to live environments
Answer: D
NEW QUESTION # 31
What three elements make up the Service Portfolio?
- A. Service pipeline, service catalogue and retired services
- B. Service pipeline, configuration management system and service catalogue
- C. Customer portfolio, configuration management system and service catalogue
- D. Customer portfolio, service catalogue and retired services
Answer: A
NEW QUESTION # 32
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Service configuration management
- B. Service level management
- C. Change control
- D. Problem management
Answer: C
NEW QUESTION # 33
What can be used to help determine the impact level of a problem?
- A. Definitive media library (DML)
- B. Statement of requirements (SOR)
- C. Standard operating procedures (SOP)
- D. Configuration management system (CMS)
Answer: D
NEW QUESTION # 34
Which processes are responsible for the regular review of underpinning contracts?
- A. Availability management and service level management
- B. Supplier management and change management
- C. Supplier management and service level management
- D. Supplier management and availability management
Answer: C
NEW QUESTION # 35
Which guiding principle considers the importance of customer loyalty?
- A. Focus on value
- B. Optimize and automate
- C. Progress iteratively with feedback
- D. Start where you are
Answer: A
NEW QUESTION # 36
Which service level metrics are BEST for measuring user experience?
- A. Operational metrics
- B. Metrics linked to defined outcomes
- C. Metrics for the percentage of uptime of a service
- D. Single system-based metrics
Answer: B
NEW QUESTION # 37
Which is an example of how service automation assists service automation assists service management?
- A. Requests for new services can be authorized by anyone in service management
- B. The capacity of the service desk can be reduced to prevent users contacting it at busy times
- C. Customers can employ more sales staff during peak business periods
- D. The capacity of services can be adjusted to respond to respond to variations in demand
Answer: D
NEW QUESTION # 38
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. An initial baseline assessment
- B. Verifying that improvement targets have been achieved
- C. The production of a detailed CSI plan
- D. Understanding priorities for improvement
Answer: B
NEW QUESTION # 39
Which of these activities is carried out as part of 'problem management'?
- A. Creating incident records
- B. Diagnosing and resolving incidents
- C. Trend analysis of incident records
- D. Escalating incidents to a support team for resolution
Answer: C
NEW QUESTION # 40
Which process is used to compare the value that new services offer with the value of the services they have replaced?
- A. Capacity management
- B. Service portfolio management
- C. Service catalogue management
- D. Availability management
Answer: B
NEW QUESTION # 41
What includes governance as a component?
- A. The guiding principles
- B. Practices
- C. The service value chain
- D. The service value system
Answer: D
NEW QUESTION # 42
What is the expected outcome from using a service value chain?
- A. Value realization
- B. The application of practices
- C. Service value streams
- D. Customer engagement
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION # 43
Which are objectives of problem management?
1. Eliminate recurring incidents
2. Minimize the impact of incidents that cannot be prevented
3. Increase visibility and communication of incidents
4. Provide a trigger for the raising of incidents
- A. 1 and 2
- B. 1 and 4
- C. 2 and 3
- D. 3 and 4
Answer: A
NEW QUESTION # 44
Which statement BEST describes a service request?
- A. A generic description for the many types of request for change (RFC) that are received by the IT organization
- B. A request from a customer for a new service
- C. A high priority RFC from a senior manager
- D. A generic description for the many different types of demands that are placed upon the IT organization by the users
Answer: D
NEW QUESTION # 45
Which term is used to describe the prediction and control of income and expenditure within an organization?
- A. Accounting
- B. Charging
- C. Budgeting
- D. Governance
Answer: C
NEW QUESTION # 46
What is typically needed to assign complex incidents to support groups?
- A. The incident priority
- B. The incident category
- C. A change schedule
- D. A self-help tool
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION # 47
What are 'engage', `plan' and `improve' examples of?
- A. Service level management
- B. Service value chain activities
- C. Service value chain inputs
- D. Change control
Answer: B
NEW QUESTION # 48
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Problem management
- B. Service desk
- C. Continual improvement
- D. Change control
Answer: A
NEW QUESTION # 49
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