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Free ITIL® ITILFND V4 Exam Braindumps (page: 7)

Page 7 of 46
PDF with 347 Questions

Identify the missing words in the following sentence:
A user is [?] that uses services.

  1. an organization
  2. a role
  3. a team
  4. a supplier

Answer(s): B



Which is included in the purpose of the 'change enablement' practice?

  1. Make new and changed services available for use
  2. Ensure that risks have been properly assessed
  3. Record and report selected changes of state
  4. Plan and manage the full lifecycle of all IT assets

Answer(s): B



Which activity is part of the 'continual improvement' practice?

  1. Identifying the cause of incidents and recommending related improvements
  2. Authorizing changes to implement improvements
  3. Logging and managing incidents that result in improvement opportunities
  4. Making business cases for improvement action

Answer(s): D



In which step of the 'continual improvement model' is an improvement plan implemented?

  1. What is the vision?
  2. How do we get there?
  3. Take action
  4. Did we get there?

Answer(s): C



Which is the BEST example of a standard change?

  1. The review and authorization of a change requested by a customer
  2. The implementation of a critical software patch in response to a vendor security issue
  3. The installation of a software application in response to a service request
  4. The replacement of a component in response to a major incident

Answer(s): C



Which statement about the automation of service requests is CORRECT?

  1. Service requests that cannot be automated should be handled as incidents
  2. Service requests and their fulfilment should be automated as much as possible
  3. Service requests that cannot be automated should be handled as problems
  4. Service requests and their fulfilment should be carried out by service desk staff without automation

Answer(s): B



Which can act as an operating model for an organization?

  1. The four dimensions of service management
  2. The service value chain
  3. The ITIL guiding principles
  4. Continual improvement

Answer(s): B



Which practice recommends the use of event-based surveys to gather feedback from customers?

  1. Service level management
  2. Change enablement
  3. Service request management
  4. Problem management

Answer(s): A






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