ITILFND_V4

It should be based on the objectives of the organizationA . 1 and 2B . 2 and 3C . 3 and 4D . 1 and 4View AnswerAnswer: D

Which is NOT a component of the service value system?A . The guiding principlesB . GovernanceC . PracticesD . The four dimensions of service managementView AnswerAnswer: D

Which statement about a ‘continual improvement register’ is CORRECT?A . It should be managed at the senior level of the organizationB . It should be used to capture user demandC . There should only be one for the whole organizationD . It should be re-prioritized as ideas are documentedView AnswerAnswer:...

What is the expected outcome from using a service value chain?A . Service value streamsB . Customer engagementC . Value realizationD . The application of practicesView AnswerAnswer: C

Which dimension considers how knowledge assets should be protected?A . Organizations and peopleB . Partners and suppliersC . Information and technologyD . Value streams and processesView AnswerAnswer: C

Which statement about emergency changes is CORRECT?A . The testing of emergency can be eliminated in order to implement the change quicklyB . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quicklyC . Emergency changes should be authorized and implemented as service requestsD...

What are ’engage’, ‘plan’ and ‘improve’ examples of?A . Service value chain activitiesB . Service level managementC . Service value chain inputsD . Change controlView AnswerAnswer: A

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

When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?A . An organization should always use a single technique to ensure metrics are consistentB . An organization should always use a strength, weakness, opportunity and threat (SWOT) analysisC . An organization should always develop...

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