ITILFND_V4 exam

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

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

Which is a key requirement for a successful service level agreement?A . It should be written in legal languageB . It should be simply written and easy to understandC . It should be based on the service provider’s view of the serviceD . It should relate to simple operational metricsView...

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

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?A . An IT assetB . A customerC . A configuration item (CI)D . A userView 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

When should the effectiveness of a problem workaround be assessed?A . Whenever the workaround is usedB . Whenever the problem is resolvedC . Whenever the workaround becomes a known errorD . Whenever the problem is prioritizedView AnswerAnswer: A

Which statement about outcomes is CORRECT?A . Outcomes are one or more services that fulfill the needs of a service consumerB . Service providers help service consumers achieve outcomesC . Outcomes help service consumers achieve outputsD . Helping service consumers achieve outcomes reduces service provider costsView 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 are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A