ITILFND_V4 exam

Which is a purpose of the 'engage' value chain activity?A . Meeting expectations for quality, costs and time-to-marketB . Providing transparency and good relationshipsC . Ensuring the continual improvement of servicesD . Ensuring that the organization's vision is understoodView AnswerAnswer: B

Which is included in the purpose of the ‘design and transition’ value chain activity?A . Ensuring that service components are available when neededB . Providing transparency and good stakeholder relationshipsC . Supporting services according to specificationsD . Continually meeting stakeholder expectations for costsView AnswerAnswer: D

What is an IT asset?A . Any financially valuable component that can contribute to delivery of an IT product or serviceB . Any component that needs to be managed in order to deliver a serviceC . A request from a user mat initiates a service actionD . The removal of...

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...

Which skill is an essential part of the 'service level management' practice?A . Technical knowledgeB . ListeningC . DiagnosisD . Problem analysisView AnswerAnswer: B

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 guiding principle recommends using the minimum number of steps necessary to achieve an objective?A . Progress iteratively with feedbackB . Focus on valueC . Think and work holisticallyD . Keep it simple and practicalView AnswerAnswer: D

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 owns and manages issues, queries and requests from users?A . Incident managementB . Service deskC . Change controlD . Problem 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:...