ITILFND_V4 exam

What is the purpose of the 'information security management' practice?A . To protect the information needed by the organization to conduct its businessB . To observe services and service componentsC . To ensure that accurate and reliable information about the configuration of services is available when and where it is...

Which guiding principle considers the importance of customer loyalty?A . Progress iteratively with feedbackB . Focus on valueC . Optimize and automateD . Start where you areView AnswerAnswer: B

What actions does a service desk take for all issues, queries and requests that are reported to them?A . Schedule, assess, authorizeB . Diagnose, investigate, resolveC . Initiate, approve, fulfilD . Acknowledge, classify, ownView AnswerAnswer: D

Which is an external input to the service value chain?A . The 'improve' value chain activityB . An overall planC . Customer requirementsD . Feedback loopsView AnswerAnswer: C

What should be considered as part of the 'partners and suppliers' dimension?A . The level of integration and formality involved in the relationships between organizationsB . The activities, workflows, controls and procedures needed to achieve the agreed objectivesC . The information created, managed and used in the course of service...

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 the definition of a problem?A . An unplanned interruption to a service, or reduction in the quality of a serviceB . A cause, or potential cause, of one or more incidentsC . An incident for which a full resolution is not yet availableD . Any change of state...

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?A . Customer engagementB . Operational metricsC . Business metricsD . Customer feedbackView AnswerAnswer: A

How should the seven guiding principles be combined when an organization is making a decision?A . By using all the guiding principles equally when making any decisionB . By using the one or two guiding principles that are most relevant to the specific decisionC . By using the 'focus on...

Which directly assists with the diagnosis and resolution of simple incidents?A . Scripts for collecting user informationB . Use of shift working patternsC . Fulfilment of service requestsD . Creation of a temporary teamView AnswerAnswer: A