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Vendor : EXIN
Exam Code : ITILFND-V4
Exam Name : ITIL 4 Foundation
Questions and Answers : 590 Q & A
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ITILFND-V4 Questions and Answers


Question: 562

Which dimension considers how knowledge assets should be protected? A . Organizations and people

B . Partners and suppliers

C . Information and technology D . Value streams and processes

Answer: C

Question: 563

Which guiding principle recommends standardizing and streamlining manual tasks? A . Optimize and automate

B . Collaborate and promote visibility C . Focus on value

D . Think and work holistically

Answer: A

Question: 564

What are ’engage’, ‘plan’ and ‘improve’ examples of? A . Service value chain activities

B . Service level management C . Service value chain inputs D . Change control

Answer: A

Question: 565

Which is included in the purpose of the ‘design and transition’ value chain activity? A . Ensuring that service components are available when needed

B . Providing transparency and good stakeholder relationships C . Supporting services according to specifications

D . Continually meeting stakeholder expectations for costs

Answer: D

Question: 566

Which describes a set of defined steps for implementing improvements? A . The ‘improve’ value chain activity

B . The ‘continual improvement register’ C . The ‘continual improvement model’

D . The ‘engage’ value chain activity

Answer: C

Question: 567

Ann, a member of the finance department at a large corporation, has submitted a suspicious email she received to the information security team. The team was not expecting an email from Ann, and it contains a PDF file inside a ZIP compressed archive. The information security learn is not sure which files were opened. A security team member uses an air-gapped PC to open the ZIP and PDF, and it appears to be a social engineering attempt to deliver an exploit.

Which of the following would provide greater insight on the potential impact of this attempted attack? A . Run an antivirus scan on the finance P

C . Use a protocol analyzer on the air-gapped P E . Perform reverse engineering on the document. F . Analyze network logs for unusual traffic.

G . Run a baseline analyzer against the user’s computer.

Answer: C

Question: 568

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

A . Service management

B . Continual improvement C . A service

D . An IT asset

Answer: C

Question: 569

Which is NOT a component of the service value system? A . The guiding principles

B . Governance C . Practices

D . The four dimensions of service management

Answer: D

Question: 570

Which statement about emergency changes is CORRECT?

A . The testing of emergency can be eliminated in order to implement the change quickly

B . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C . Emergency changes should be authorized and implemented as service requests

D . Emergency changes must be fully documented before authorization and implementation

Answer: B

Question: 571

Which is a key requirement for a successful service level agreement? A . It should be written in legal language

B . It should be simply written and easy to understand

C . It should be based on the service provider’s view of the service D . It should relate to simple operational metrics

Answer: B

Question: 572

Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A . Start where you are

B . Collaborate and promote visibility C . Keep it simple and practical

D . Optimize and automate

Answer: C

Question: 573

What is a recommendation of the ‘focus on value’ guiding principle? A . Make ‘focus on value’ a responsibility of the management

B . Focus on the value of new and significant projects first C . Focus on value for the service provider first

D . Focus on value at every step of the improvement

Answer: D

Question: 574

Which is a service request?

A . Requesting a workaround for an issue

B . Requesting information about how to create a document C . Requesting an enhancement to an application

D . Requesting investigation of a degraded service

Which is NOT a component of the service value system? A . The guiding principles

B . Governance C . Practices

D . The four dimensions of service management

Answer: D

Question: 576

Which is part of service provision?

A . The management of resources configured to deliver the service B . The management of resources needed to consume the service

C . The grouping of one or more services based on one or more products D . The joint activities performed to ensure continual value co-creation

Answer: A

Question: 577

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

A . Change control

B . IT asset management C . Service desk

D . Service request management

Answer: D

Question: 578

When should a full risk assessment and authorization be carried out for a standard change? A . Each time the standard change is implemented

B . When the procedure for the standard change is created C . At least once a year

D . When an emergency change is requested

Answer: B

Question: 579

Which statement about outcomes is CORRECT?

A . An outcome can be enabled by more than one output B . Outcomes are how the service performs

C . An output can be enabled by one or more outcomes D . An outcome is a tangible or intangible activity

Answer: A

Question: 580

What is warranty?

A . Assurance that a product or service will meet agreed requirements B . The amount of money spent on a specific activity or resource

C . The functionality offered by a product or service to meet a particular need D . The perceived benefits, usefulness and importance of something

Answer: A

Question: 581

Which practice has a purpose that includes ensuring that risks have been properly assessed? A . Service configuration management

B . Problem management

C . Service level management D . Change control

Answer: D

Question: 582

Which statement about a ‘continual improvement register’ is CORRECT? A . It should be managed at the senior level of the organization

B . It should be used to capture user demand

C . There should only be one for the whole organization D . It should be re-prioritized as ideas are documented

Answer: D

Question: 583

Which is included in the purpose of the ‘design and transition’ value chain activity? A . Ensuring that service components are available when needed

B . Providing transparency and good stakeholder relationships C . Supporting services according to specifications

D . Continually meeting stakeholder expectations for costs

Which statement about service desks is CORRECT?

A . The service desk should work in close collaboration with support and development teams B . The service desk should rely on self-service portals instead of escalation to support teams C . The service desk should remain isolated from technical support teams

D . The service desk should escalate all technical issues to support and development teams

Answer: A

Question: 585

Which statement about the steps to fulfill a service request is CORRECT? A . They should be complex and detailed

B . They should be well-known and proven C . They should include incident handling D . They should be brief and simple

Answer: B

Question: 586

Which statement about emergency changes is CORRECT?

A . The testing of emergency can be eliminated in order to implement the change quickly

B . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C . Emergency changes should be authorized and implemented as service requests

D . Emergency changes must be fully documented before authorization and implementation

Answer: B

Question: 587

What are ’engage’, ‘plan’ and ‘improve’ examples of? A . Service value chain activities

B . Service level management C . Service value chain inputs D . Change control

Answer: A

Question: 588

Which practice coordinates the classification, ownership and communication of service requests and incidents? A . Supplier management

B . Service desk

C . Problem management

D . Relationship management

Answer: B

Question: 589

Which practice updates information relating to symptoms and business impact? A . Service level management

B . Change control

C . Service request management D . Incident management

Answer: D

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EXIN Certification in OpenStack Software
OpenStack is the Open Source operating system for building and managing cloud computing platforms for public and private clouds.
This program is the first vendor-neutral certification program for OpenStack to be offered by an independent examination institute. It focusses on how to apply and use OpenStack Software when managing company data in a Cloud.
EXIN Secure Programming
Cybercrime, data leaks and information security get more attention than ever in the news. Governments and companies dedicate more and more resources to these areas. However, most of their attention appears to be focused on reactive measures instead of on preventive measures. In-built security of applications is worth the investment. The certification of developers and software programmers is key in developing secure software.
EXIN Application Management with reference to ASL
There is considerable interest in application management. This EXIN exam tests your theoretical knowledge of the context, processes and use of application management. Included within this are references to the ASL framework. This EXIN certificate is indispensable for anyone who needs to deal with application management in his/her role.
New software releases are being issued in increasingly rapid succession, making testing ever more important. The structured test management approach of TMap NEXT® ensures a shorter time-to-market, which means that qualified testers are needed.
Testing takes time and money but offers insufficient insight into the quality of the test process itself. Applying TPI NEXT® will provide not only insight into the quality but improvement as well, taking into account the business drivers of the organization.
EXIN ITSM based on ISO/IEC 20000
With an ITSM certificate, you can show that you are a professional in IT service management. Practically orientated, on various levels and aimed at job descriptions. Choice of 11 certificates.
Indispensable for any IT specialist wishing to get to the next level in IT Service Management. Put together your own pathway from the 11 ITIL® exams. Best practices, structured method, based on the lifecycle approach.
MOF serves to ensure that an IT department runs as efficiently as possible. Its strength lies in the fact that it incorporates best practices, clear principles and practical models. This certificate is based on MOF 4.0 by Microsoft.
EPI DATA Centre Management
With few exceptions, enterprises today rely on IT for the delivery of business-critical services - often directly to the end consumer. It is therefore vital that the mission critical data centre is designed, maintained and operated with hi-availability and efficiency in mind.
EXIN Cloud
This program shows that you are familiar with the main concepts of Cloud Computing and that you know what is involved in terms of procurement, management and implementation. ‘Get into the Cloud, and stay in control.’
EXIN Agile Scrum
Applying the agile way of thinking means accepting change. Even to expect it. Because of the flexible way of working, the sprints, the daily meetings and continuous testing there is constantly room to adjust the product, or to change course half way a project. In the end the project will result in a high-quality product that is according to the clients’ wishes.
EXIN Information Security
EXIN Information Security is solely based on the NEN-ISO/IEC 27002. The EXIN qualification programme information security raises awareness of risks and instils a sense of responsibility.
EXIN ITAMOrg IT Asset Management
Trends like Cloud, Mobile, Social, Bring-Your-Own-Device, Consumerization of IT, Bring-Your-Own-Application and Big Data have created significant shifts in the way businesses operate. These shifts make IT Asset Management more important than ever: it helps organizations keep a firm grip on their businesses and most valuable assets.
EXIN Business Continuity Management
Business Continuity Management is an essential part of risk management within any organization. EXIN’s Business Continuity Management certification is policy-oriented without getting into operational ‘how to’ details.
RESILIA™ is a framework of best practice designed to build cyber resilience skills across an organization. Based on the Cyber Resilience Best Practices guide it offers practical knowledge to enhance existing management strategies and help align cyber resilience with IT operations, security and incident management.
It is a widely used project management method that navigates you through all the essentials for running a successful project.
P3O® Certification - Portfolio, Programme and Project Offices
It provides advice on how to develop a governance structure that helps optimize an organization’s investment in change.
MoV® - Management of Value
It provides a systematic method to define what value means for organizations, and to communicate it clearly to maximize value across portfolios, programs, projects and operations.
M_o_R® - Management of Risk
It inspects risks from strategic and operational view and within programs and projects.
MoP® - Management of Portfolios
It advices on and shows examples of how to apply principles, practices, and techniques that help optimize an organization’s investment in change.
MSP® - Managing Successful Programmes
It offers principles and processes for the implementation and management of a program.
EXIN BCS Business Analysis
EXIN BCS Business Analysis
Organizations are constantly striving to become more efficient and effective. But how do you know what exactly is needed to reach that goal? And what changes then need to be implemented? Are any IT solutions required? That is where the Business Analyst comes in: to investigate the business situation, identify and evaluate the different options to improve business systems, to define requirements and ensure the effective use of information systems in meeting the needs of the business.
The value
The value of business analysis is in the realization of benefits, avoidance of cost, identification of new opportunities, understanding of required capabilities and modeling the organization. Through the effective use of business analysis, any organization can realize these benefits, ultimately improving the way they do business.
EXIN Certification
EXIN certification scheme addresses different elements of Business Analysis, like Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
The new certification scheme has been developed by BCS, The British Computer Society. They promote wider social and economic progress through the advancement of information technology science and practice. With the vision to be a world-class organization for IT, they bring together industry, academics, practitioners and government to share knowledge, promote new thinking, inform the design of new curricula, shape public policy and inform the public.
Business Analysis Certification Scheme
Exams by levelCode
EXIN BCS Foundation Certificate in Business Analysis BAF
EXIN BCS Foundation Certificate in Business Change BCF
EXIN BCS Foundation Certificate in Commercial Awareness CAF
Learn more about EXIN IT Service Management based on ISO/IEC 20000
ITSM20 refresh: Now completely ready and live in English. Why this refresh? Easy to recognize for those who are familiar with ITIL®. Less focus on theory, more time for practical assignments. Minimal number of training days. Several side entry possibilities for quick access to the top of the program.
The EXIN ITSM based on ISO/IEC 20000 program is a unique lean approach to IT Service Management:
It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
The program allows for ITIL® side entries, both on foundation and expert level.
It contains EXIN’s approach to a practical and role based certification.
It offers many practical examples, case studies and assessments.
IT Service Management EXIN ITSM levels
Use the Fast Track calculator for more side-entry possibilities
The philosophy
Rather than try to do everything that we “could do”, why not focus
on everything that we “must do” initially? This will save time and money.
ITIL® (IT Infrastructure Library) is the most accepted framework for IT Service Management (ITSM) in the world. Over 1.5 million professionals have earned one or more ITIL® certificates at EXIN.
ITIL® consists of a coherent set of best practices drawn from many public and business sectors. ITIL® is the appropriate framework for organizations that (regularly) deal with supplying, using or supporting IT services. ITIL® is based on the practice of IT Service Management and is expected to continue to be a guiding framework for a long time.
Many organizations are heavily dependent on their IT. ITIL® provides the most detailed documentation for successfully setting up management processes within an IT organization.
Exams by levelCode
ITIL ® Foundation Certificate in IT Service Management ITILF
ITIL® Practitioner ITILP
ITIL® Continual Service Improvement Certificate ITILCSI
ITIL® Managing Across the Lifecycle Certificate ITILMLC
ITIL® Operational Support and Analysis Certificate ITILOSA
ITIL® Planning, Protection and Optimization Certificate ITILPPO
ITIL® Release, Control and Validation Certificate ITILRCV
ITIL® Service Design Certificate ITILSD
ITIL® Service Operation Certificate ITILSO
ITIL® Service Offerings and Agreements Certificate ITILSOA
ITIL® Service Strategy Certificate ITILSS
ITIL® Service Transition Certificate ITILST
ITIL® Master Qualification ITILMA
ITIL ® Foundation Certificate in IT Service Management
ITIL ® Foundation Certificate in IT Service Management
ITIL Foundation is the most important certificate for IT professionals and employees wishing to know more about IT Service Management. Organizations that work according to ITIL use the complete ITIL exam program for training personnel based on their roles. Their ITILskills enable them to perform and cooperate better.
ITIL Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the titles:
EXIN Certified Integrator Agile Service Projects
Target group
You are an IT professional, business manager or business process owner in an organization that operates according to ITIL. After gaining the certificate, you will understand how the ITIL exam program contributes to raising the quality of IT Service Management. Your role and qualities are important for better (team) performance.
ITIL Foundation enables you to lay the basis for a complete program of ITIL exams and obtaining various certificates in IT Service Management. This will show that you take your work according to ITIL seriously. It will improve your qualifications for working with other ITIL-certified personnel.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management
RUN C.1. User Support
C.2. Change Support
C.3. Service Delivery
C.4. Problem Management
ENABLE D.8. Contract Management
D.9. Personnel Development
MANAGE E.5. Process Improvement
Legend for coverage:
General - The competence is covered at the level indicated
Partial - The competence is covered to some extent
Superficial - Relevant knowledge is covered to some extent
The competence level is available in the framework
The competence level is not available in the framework
Exam content
Candidates are tested on:
1. Service management as a practice (comprehension)
2. The ITIL service lifecycle (comprehension)
3. Generic concepts and definitions (awareness)
4. Key principles and models (comprehension)
5. Selected processes (awareness)
6. Selected functions (awareness)
7. Selected roles (awareness)
8. Technology and architecture (awareness)
9. Competence and training (awareness)
For an elaborate list of exam specifications, literature and more information, see the Syllabus, downloadable in the right section of this website.
Click here to download the glossary in the download section in the right column.
Exam Details
Number of questions: 40
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
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