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EXIN ITIL Foundation (V4) Sample Questions (Q432-Q437):

NEW QUESTION # 432
What is the CORRECT definition of service management?

A. A set of specialized organizational capabilities for delivering value to customers in the form of services
B. The capability of supplier to deliver services to providers in exchange for money
C. The capability of service providers to minimize their costs without reducing the value of the services
D. A set of specialized assets for transitioning services into the live operational environment

Answer: A

NEW QUESTION # 433
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

A. Only manage Incidents effectively at the 3rd line
B. Only manage Incidents effectively through 1st and 2nd line
C. Only manage Incidents effectively through the 1st line
D. Manage Incidents effectively through 1st, 2nd and 3rd line

Answer: D

NEW QUESTION # 434
What are the ITIL guiding principles used for?

A. To ensure that an organization's performance continually meets stakeholders' expectations
B. To direct and control an organization
C. To help an organization make good decisions
D. To identify activities that an organization must perform in order to deliver a valuable service

Answer: C

NEW QUESTION # 435
Which statement about Business Cases isTRUE?

A. Business Cases should focus on only the financial impacts of the proposed project to secure support and funding
B. Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support
C. Business Cases should focus on both the financial and non-financial impacts of the proposed projector service
D. Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets

Answer: C

NEW QUESTION # 436
From the perspective of the service provider, who is the person or group that agrees their service targets?

A. The supplier
B. The user
C. The administrator
D. The customer

Answer: D

NEW QUESTION # 437
......

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I would like to thank my mentor and intellectual partner, Ward Cunningham, for ITIL showing me the way and sharing his insights, Stephen Prata taught astronomy, physics, and computer science at the College of Marin in Kentfield, California.

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