ITILFND_V4 exam

What is used as a tool to help define and measure performance?A . An incident recordB . A continual improvement registerC . A service level agreementD . A change scheduleView AnswerAnswer: C

Which component is focused on the activities need ed by an organization to help it co-create value?A . PracticesB . Continual improvementC . Service value chainD . Guiding principlesView AnswerAnswer: C

What is a user?A . The role that uses servicesB . The role that authorizes budget for service consumptionC . The role that defines the requirements for a serviceD . The role that directs and controls an organizationView AnswerAnswer: A

What is the CORRECT order for the three phases of problem management?A . Problem identification, problem control error controlB . Error control, problem control, problem identificationC . Problem identification, error control, problem controlD . Problem control, error control, problem identificationView AnswerAnswer: A

What is included in the purpose of the IT asset management' practice?A . Making new and changed assets available for useB . Supporting decision-making about purchase, re-use, retirement, and disposal of assetsC . Providing information on how assets are configured and the relationships between themD . Moving assets to live...

Which term is used to describe removing something that could have an effect on a service?A . A changeB . An incidentC . An IT assetD . A problemView AnswerAnswer: D

Which is a description of service provision?A . Activities that an organization performs to deliver servicesB . Away to help create value by facilitating outcomes that service consumers needC . Cooperation between two organizations to ensure that a service delivers valueD . A formal description of one or more services,...

What is included in the purpose of the 'continual improvement' practice?A . Ensuring that delivery of services is properly assessed, monitored, and improved against targetsB . Identifying and continually improving relationships with and between stakeholdersC . Creating collaborative relationships with key suppliers to realize new valueD . Aligning the organization's...

Which is a financially valuable component that can contribute to the delivery of a service?A . Service offeringB . SponsorC . Configuration itemD . IT assetView AnswerAnswer: D

How do 'continual improvement registers' help to create value?A . By monitoring achievement against service level targetsB . By making improvements visibleC . By assigning change authorities for change requestsD . By documenting all improvement ideas in a single placeView AnswerAnswer: B