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Free ITIL® ITILFND V4 Exam Questions (page: 4)

Page 4 of 46
PDF with 356 Questions

What term is used to describe the functionality of a service?

  1. Output
  2. Outcome
  3. Utility
  4. Warranty

Answer(s): C



Which is CORRECT about change authorization?

  1. A change authority is assigned each time a standard change is requested
  2. Emergency changes are authorized by the technician making the change
  3. Assignment of the change authority is based on the change type and model
  4. The change authority will ensure changes are authorized after they are deployed

Answer(s): C



Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

  1. 1 and 2
  2. 2 and 3
  3. 3 and 4
  4. 1 and 4

Answer(s): A



When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

  1. Business objectives
  2. Improvement plans
  3. Assessment results
  4. KPI reports

Answer(s): C



For which purpose would the continual improvement practice use a SWOT analysis?

  1. Understanding the current state
  2. Defining the future desired state
  3. Tracking and managing ideas
  4. Ensuring everyone actively participates

Answer(s): A



A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on.
What is the correct name for this type of flaw?

  1. Problem
  2. Incident
  3. Event
  4. Known error

Answer(s): A



Which practice's purpose includes creating closer, more collaborative relationships?

  1. Supplier management
  2. Information security management
  3. Release management
  4. Service configuration management

Answer(s): A



Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

  1. Incident management
  2. Service level management
  3. Problem management
  4. Service request management

Answer(s): D



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