EXIN ITIL 4 Foundation - ITILFNDv4 Free Exam Questions

A. Demonstration of emotional intelligence

B. Root cause analysis skills

C. Excellent technical knowledge

D. Knowledge of telephony technology

A. Balanced scorecard reviews and maturity assessment

B. Incident analysis and prioritization

C. Problem investigation and resolution

D. Business analysis and commercial management

A. Low impact incidents should be resolved efficiently, making logging unnecessary

B. Low impact incidents should be resolved efficiently so the resource required is reduced

C. Incidents with the lowest impact should be resolved first

D. The 'incident management' practice should use a single process regardless of the impact of the incident

A. Change enablement

B. IT asset management

C. Information security management

D. Service configuration management

A. value

B. consumption

C. provision

D. management

A. The service value system

B. The 'deliver and support' value chain activity

C. The 'value stream and processes' dimension

D. The 'focus on value' guiding principle

A. Creation of a temporary team

B. Fulfilment of service requests

C. Use of shift working patterns

D. Scripts for collecting user information

A. A tangible or intangible deliverable of the service

B. The benefits, usefulness, or importance of the service, as perceived by the stakeholders

C. A result for a stakeholder enabled by the outputs of the service

D. The amount of money that is created or saved for the service consumers by using the service

A. Change enablement

B. Service offerings

C. Service relationship management

D. Service consumption

A. Considering different methods of communication for the different audiences

B. Basing decisions about the initiative on visible data

C. Communicating information about the initiative to other parts of the organization

D. Ensuring everyone involved in the initiative is in agreement about it before starting

A. Where do we want to be?

B. Where are we now?

C. What is the vision?

D. Did we get there?

A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B. To capture demand for incident resolution and service requests

C. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

A. A service request

B. An event

C. A change

D. A problem

A. Relationship management

B. Supplier management

C. Service management

D. Release management