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Viewing page 6 out of 15 pages
Viewing questions 51-60 out of questions
Questions # 51:

Which is a recommendation of the guiding principle 'think and work holistically'?

Options:

A.

Conduct a review of existing service management practices and decide what to keep and what to discard

B.

Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

C.

Review service management practices and remove any unnecessary complexity

D.

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Questions # 52:

What can be described as an operating model for the creating and management of products and services?

Options:

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

Questions # 53:

Which describes a ‘change authority’?

Options:

A.

A model used to determine who will assess a change

B.

A person who approves a change

C.

A tool used to help changes

D.

A way to manage the people aspects of change

Questions # 54:

Which statement about standard changes is CORRECT?

Options:

A.

A full assessment should be completed each time the change is implemented

B.

The change can be implemented with less testing if necessary

C.

The appropriate change authority should be assigned to each type of change

D.

The change does not require additional authorization

Questions # 55:

What term is used to describe whether a service will meet availability, capacity and security requirements?

Options:

A.

Outcomes

B.

Value

C.

Utility

D.

Warranty

Questions # 56:

What is a configuration item?

Options:

A.

Any financially valuable component that can contribute to delivery of an IT product or service

B.

Any component that needs to be managed in order to deliver an IT service

C.

Any change of state that has significance for the management of a service

D.

A problem that has been analyzed but has not been resolved

Questions # 57:

Which guiding principle says that services and processes should NOT provide a solution for every exception?

Options:

A.

Keep it simple and practical

B.

Think and work holistically

C.

Optimize and automate

D.

Collaborate and promote visibility

Questions # 58:

Which is an activity of the 'problem management' practice?

Options:

A.

Restoration of normal service operation as quickly as possible

B.

Prioritization of problems based on the risk that they pose

C.

Authorization of changes to resolve the cause of problems.

D.

Resolution of incidents in a time that meet customer expectations

Questions # 59:

Which dimension of service management considers the workflows and controls needed to deliver services?

Options:

A.

Organization and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Questions # 60:

Which describes a CORRECT approach to change authorization?

Options:

A.

Changes included in the change schedule are pre-authorized and do not need additional authorization

B.

formal changes should be assessed and authorized before they are deployed

C.

Emergency changes should be authorized by as many people as possible to reduce risk

D.

formal changes are typically implemented as service requests and authorized by the service desk

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