Exin-ITIL ITILFND Passing Score

ITIL – Foundation (v4) Questions and Answers

Question 49

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?

Incident management

Service level management

Service request management

Change enablement

Question 50

Which describes the 'plan' value chain activity?

It ensures a shared understanding of the current status and vision for all products and services across the organization

It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations

It ensures that service components are available when and where they are needed, and meet agreed specifications

It ensures continual improvement of products, services, and practices across all value chain activities

Question 51

Which is an example are problem control activity?

Reviewing incident records to identify trends

Implementing a technical fix to resolve an issue

Re-assessing a known error to understand the ongoing impact

Documenting the steps in a workaround

Question 52

What is a configuration item?

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

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

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

A problem that has been analyzed but has not been resolved