ITILFND_V4

Which practice coordinates the classification, ownership and communication of service requests and incidents?A . Supplier managementB . Service deskC . Problem managementD . Relationship managementView AnswerAnswer: B

What is warranty?A . Assurance that a product or service will meet agreed requirementsB . The amount of money spent on a specific activity or resourceC . The functionality offered by a product or service to meet a particular needD . The perceived benefits, usefulness and importance of somethingView AnswerAnswer:...

What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A

What is the purpose of the ‘deployment management’ practice?A . To ensure services achieve agreed and expected performanceB . To make new or changed services available for useC . To move new or changed components to live environmentsD . To set clear business-based targets for service performanceView AnswerAnswer: C

Which statement about outcomes is CORRECT?A . An outcome can be enabled by more than one outputB . Outcomes are how the service performsC . An output can be enabled by one or more outcomesD . An outcome is a tangible or intangible activityView AnswerAnswer: A

Which statement about service desks is CORRECT?A . The service desk should work in close collaboration with support and development teamsB . The service desk should rely on self-service portals instead of escalation to support teamsC . The service desk should remain isolated from technical support teamsD . The service...

How does a service consumer contribute to the reduction of disk?A . By paying for the serviceB . By managing server hardwareC . By communicating constraintsD . By managing staff availabilityView AnswerAnswer: C

When should the effectiveness of a problem workaround be assessed?A . Whenever the workaround is usedB . Whenever the problem is resolvedC . Whenever the workaround becomes a known errorD . Whenever the problem is prioritizedView AnswerAnswer: A

What helps diagnose and resolve a simple incident?A . Rapid escalationB . Formation of a temporary teamC . The use of scriptsD . Problem prioritizationView AnswerAnswer: C

What is defined as a cause, or potential cause, of one or more incidents?A . ChangeB . EventC . Known errorD . ProblemView AnswerAnswer: D