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Viewing page 14 out of 15 pages
Viewing questions 131-140 out of questions
Questions # 131:

Which process is used to compare the value that new services offer with the value of the services they have

replaced?

Options:

A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

Questions # 132:

What should be done first when applying the 'focus on value' guiding principle?

Options:

A.

Identify all suppliers and partners involved in the service

B.

Determine the cost of providing the service

C.

Identify the outcomes that the service facilitates

D.

Determine who the service consumer is in each situation

Questions # 133:

What is defined as an unplanned interruption or reduction in the quality of a service?

Options:

A.

An incident

B.

A problem

C.

A change

D.

An event

Questions # 134:

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Options:

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

Questions # 135:

Which is an external input to the service value chain?

Options:

A.

The ‘improve’ value chain activity

B.

An overall plan

C.

Customer requirements

D.

Feedback loops

Questions # 136:

Which two practices use workarounds?

Options:

A.

Change enablement and continual improvement

B.

Change enablement and problem management

C.

Problem management and incident management

D.

Incident management and continual improvement

Questions # 137:

Which guiding principle recommends collecting data before deciding what can be re-used?

Options:

A.

Focus on value

B.

Keep it simple and practical

C.

Start where you are

D.

Progress interactively with feedback

Questions # 138:

An SLA is a service level agreement.

Which describes the ‘watermelon SLA’ effect?

Options:

A.

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

B.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

Questions # 139:

What is the CORRECT definition of service management?

Options:

A.

A set of specialized assets for transitioning services into the live operational environment

B.

A set of specialized organizational capabilities for delivering value to customers in the form of services

C.

The capability of supplier to deliver services to providers in exchange for money

D.

The capability of service providers to minimize their costs without reducing the value of the services

Questions # 140:

What is the effect of increased automation on the 'service desk1 practice?

Options:

A.

Increased ability to focus on fixing technology instead of supporting people

B.

Greater ability to focus on customer experience when personal contact is needed

C.

Elimination of the need to escalate incidents to support teams

D.

Decrease in self-service incident logging and resolution

Viewing page 14 out of 15 pages
Viewing questions 131-140 out of questions
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