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Q39. What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A standard change

An emergency change

An internal change

A normal change

Q40. What is a recommendation of the ‘focus on value’ guiding principle?

Make ‘focus on value’ a responsibility of the management

Focus on the value of new and significant projects first

Focus on value for the service provider first

Focus on value at every step of the improvement

Q41. Where should all master copies of controlled software and documentation be stored?

In the definitive capacity library

In the definitive media library

In the definitive security library

In the definitive production library

Q42. What do customer perceptions and business outcomes help to define?

The value of a service

Service metrics

The total cost of a service

Key performance indicators (KPIs)

Q43. Which describes normal changes?

Changes that are low-risk and pre-authorized

Changes that need to be scheduled and assessed following a process

Changes that are typically initiated as service requests

Changes that must be implemented as soon as possible

Q44. What is used to link activities within the service value chain?

Service level agreements

Inputs, outputs and triggers

Opportunity, demand and value

Service desk

Q45. What do customers NOT have ownership of when receiving value from services?

Specific costs and outcomes

Specific costs and risks

Specific risks and impacts

Specific outcomes and impacts

Q46. Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

1 and 2

1 and 3

2 and 4

3 and 4

Q47. Which guiding principle focuses on reducing costs and human errors?

Focus and value

Collaborate and promote visibility

Optimize and automate

Think and work holistically

Q48. What is the purpose of the ‘relationship management’ practice?

To establish and nurture the links between the organization and its stakeholders

To align the organization’s practices and services with changing business needs

To set clear business-based targets for service performance

To support the agreed quality of a service handling all agreed, user-initiated service requests

Q49. Which process works with incident management to ensure that security breaches are detected and logged?

Change management

Service level management

Access management

Continual service improvement

Q50. What is the definition of a known error?

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

A problem that has been analyzed and has not been resolved

Any change of state that has significance for the management of a service or other configuration item (CI)

Q51. What must a service level agreement (SLA) define?

Legally binding contractual responsibilities or both parties

Legally binding contractual responsibilities of just the IT service provider

Key service targets and responsibilities of both the IT service provider and customer

Key service targets and responsibilities of just the IT service provider

Q52. Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

Q53. Which is NOT a sub-process of capacity management?

People capacity management

Component capacity management

Business capacity management

Service capacity management

Q54. Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

Following a full change advisory board (CAB) to resolve any outstanding agenda items

During peak or holiday periods when emergencies are more likely to occur

In an emergency situation when it is not possible to convene a full CAB

Outside the normal working hours of the business unit

Q55. Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle.

measurement

tools

plans

process

Q56. What are the three phases of ‘problem management’?

Problem logging, problem classification, problem resolution

Incident management, problem management, change enablement

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Q57. What should be done to determine the appropriate metrics for measuring a new service?

Measuring the performance over the first six months, and basing a solution on the results

Asking customers to provide numerical targets that meet their needs

Asking customers open questions to establish their requirements

Using operational data to provide detailed service reports

Q58. Which is handled as a service request?

An investigation to identify the cause of an incident

A compliment about an IT support team

The failure of an IT service

An emergency change to implement a security patch

Q59. What is NOT within the scope of service catalogue management?

Contribution to the definition of services

Interfaces between all services and supporting services

Interfaces between the service catalogue and service portfolio

Fulfilment of business service requests

Q60. Which dimension includes activities and workflows?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Q61. Which of these activities is carried out as part of ‘problem management’?

Creating incident records

Diagnosing and resolving incidents

Escalating incidents to a support team for resolution

Trend analysis of incident records

Q62. Which activity is part of the ‘continual improvement’ practice?

Identifying and logging opportunities

Delivering tactical and operational engagement with customers

Populating and maintaining the asset register

Providing a clear path for users to report issues, queries, and requests

Q63. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Information security management

Monitoring and event management

Incident management

Change control

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ITILFND_V4 Exam Dumps – Try Best ITILFND_V4 Exam Questions from Training Expert TrainingDump [Q39-Q63]