ITILFND Exam Dumps - ITIL - Foundation
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
What should be done first when applying the 'focus on value' guiding principle?
Which dimension of service management considers the workflows and controls needed to deliver services?
What ensures that a service provider and a service consumer continually co-create value?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which practice has a purpose that includes managing authentication and non-repudation?
Which activity is NOT recommended by the start where you are' guiding principle?
Which statement about the ‘service request management’ practice is CORRECT?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
What varies in size and complexity, and uses functions to achieve its objectives?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Which phase of problem management includes analysing incidents to look for patterns and trends?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which activity captures the demand for incident resolution and service requests?
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
Which guiding principle helps to ensure that better information is available for decision making?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which is an example of improving service utility using service management automation?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
Which term is used to describe removing something that could have an effect on a service?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Which is a key requirement for a successful service level agreement (SLA)?
How does categorization of incidents assist the 'incident management' practice?
Which service transition process provides guidance about converting data into information?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which practice identifies metrics that reflect the customer's experience of a service?
Which value chain activity communicates the current status of all four dimensions of service management?
For which purpose would the continual improvement practice use a SWOT analysis?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Identify the missing word in the following sentence.
A user is [?] that uses services.
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which value chain activity ensures that service components meet agreed specifications?
Which practice identifies metrics that reflect a customer experience of a service?
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
Which statement BEST describes the value of service strategy to the business?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Which of the following is included in the purpose of the 'continual improvement' practice?
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.