ITILFNDv4 Latest Test Sample - ITILFNDv4 Certification Sample Questions

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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Continual Improvement
Topic 2: Service Value Chain Activities
Topic 3: ITIL Practices	- Technical Management Practices - General Management Practices - Service Management Practices
Topic 4: Key Concepts of Service Management	- Guiding Principles - Four Dimensions of Service Management - Service Value System (SVS)

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EXIN ITIL 4 Foundation Sample Questions (Q134-Q139):

NEW QUESTION # 134
Which statement about outputs is CORRECT?

A. They contribute to the achievement of outcomes
B. They capture customer demand for services
C. They consist of several outcomes
D. They describe how the service performs

Answer: A

NEW QUESTION # 135
Which is a key requirement for successful service level agreements (SLAs)?

A. They should avoid ambiguous targets such as those relating to user experience
B. They should be based on system-based metrics which are useful to the service provider
C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
D. They should be written using language and terms which all parties will understand

Answer: D

Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined `service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
They should reflect an `agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.

NEW QUESTION # 136
What is a problem that has been analyzed but has not been resolved?

A. Incident
B. Workaround
C. Known error
D. Event

Answer: C

NEW QUESTION # 137
Which is an example of a problem control activity?

A. Re-assessing a known error to understand the ongoing impact
B. Reviewing incident records to identify trends
C. Documenting the steps in a workaround
D. Implementing a technical fix to resolve an issue

Answer: C

NEW QUESTION # 138
Where should all master copies of controlled software and documentation be stored?

A. In the definitive production library
B. In the definitive capacity library
C. In the definitive media library
D. In the definitive security library

Answer: C

NEW QUESTION # 139
......

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