ITILFND_V4

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

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 the steps to fulfill a service request is CORRECT?A . They should be complex and detailedB . They should be well-known and provenC . They should include incident handlingD . They should be brief and simpleView AnswerAnswer: B

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?A . Change controlB . IT asset managementC . Service deskD . Service request managementView AnswerAnswer: D

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

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?A . Each iteration should be designed before starting the initiative and implemented without feedbackB . Feedback should only be taken into account when one iteration fails to meet its objectiveC . Feedback should be reduced for...

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...

When should a full risk assessment and authorization be carried out for a standard change?A . Each time the standard change is implementedB . When the procedure for the standard change is createdC . At least once a yearD . When an emergency change is requestedView AnswerAnswer: B

Which practice has a purpose that includes ensuring that risks have been properly assessed?A . Service configuration managementB . Problem managementC . Service level managementD . Change controlView 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:...