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ITILFND Exam Dumps - ITIL – Foundation (v4)

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Question # 49

Which is a key requirement for a successful service level agreement (SLA)?

A.

Using individual metrics that relate to the service catalogue

B.

Using bundled metrics to relate performance to outcomes

C.

Using single-system-based metrics that relate to outputs

D.

Using an agreement between the service provider and service supplier

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Question # 50

How does categorization of incidents assist the 'incident management' practice?

A.

It determines the priority assigned to the incident

B.

It determines how the service provider is perceived

C.

It helps direct the incident to the correct support area

D.

It ensures that incidents are resolved in timescales agreed with the customer

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Question # 51

Which service transition process provides guidance about converting data into information?

A.

Change evaluation

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B.

Knowledge management

C.

Service validation and testing

D.

Service asset and configuration management

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Question # 52

Identify the missing word in the following sentence.

The purpose of the 'information security management' practice is to [?] the organization's information.

A.

protect

B.

store

C.

audit

D.

provide

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Question # 53

Which helps to streamline the fulfilment of service requests?

A.

Understanding which service requests can be accomplished with limited approvals

B.

Creating new workflows for every service request

C.

Separating requests relating to service failures from the degradation of services

D.

Eliminating service requests which have complex workflows

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Question # 54

Which practice identifies metrics that reflect the customer's experience of a service?

A.

Continual improvement

B.

Service desk

C.

Service level management

D.

Problem management

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Question # 55

What is included in the purpose of the 'release management' practice?

A.

Authorizing changes to proceed

B.

Making new features available for use

C.

Moving new software to live environments

D.

Ensuring information about services is available

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Question # 56

Which value chain activity communicates the current status of all four dimensions of service management?

A.

Improve

B.

Engage

C.

Obtain/build

D.

Plan

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