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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 2

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List of questions

Question 11

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Which statement about service desks is CORRECT?

The service desk should work in close collaboration with support and development teams
The service desk should work in close collaboration with support and development teams
The service desk should rely on self-service portals instead of escalation to support teams
The service desk should rely on self-service portals instead of escalation to support teams
The service desk should remain isolated from technical support teams
The service desk should remain isolated from technical support teams
The service desk should escalate all technical issues to support and development teams
The service desk should escalate all technical issues to support and development teams
Suggested answer: A
asked 18/09/2024
Brian Lester
49 questions

Question 12

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Which practice updates information relating to symptoms and business impact?

Service level management
Service level management
Change control
Change control
Service request management
Service request management
Incident management
Incident management
Suggested answer: D
asked 18/09/2024
Aparecido Primo
45 questions

Question 13

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Which is included in the purpose of the 'design and transition' value chain activity?

Ensuring that service components are available when needed
Ensuring that service components are available when needed
Providing transparency and good stakeholder relationships
Providing transparency and good stakeholder relationships
Supporting services according to specifications
Supporting services according to specifications
Continually meeting stakeholder expectations for costs
Continually meeting stakeholder expectations for costs
Suggested answer: D
asked 18/09/2024
daniel valdera carrasco
47 questions

Question 14

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Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Change control
Change control
IT asset management
IT asset management
Service desk
Service desk
Service request management
Service request management
Suggested answer: D
asked 18/09/2024
Andrew Staton
44 questions

Question 15

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Which is NOT a component of the service value system?

The guiding principles
The guiding principles
Governance
Governance
Practices
Practices
The four dimensions of service management
The four dimensions of service management
Suggested answer: D
asked 18/09/2024
Ah Say
39 questions

Question 16

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Which statement about the steps to fulfill a service request is CORRECT?

They should be complex and detailed
They should be complex and detailed
They should be well-known and proven
They should be well-known and proven
They should include incident handling
They should include incident handling
They should be brief and simple
They should be brief and simple
Suggested answer: B
asked 18/09/2024
Emanuele Facchini
35 questions

Question 17

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Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Start where you are
Start where you are
Collaborate and promote visibility
Collaborate and promote visibility
Keep it simple and practical
Keep it simple and practical
Optimize and automate
Optimize and automate
Suggested answer: C
asked 18/09/2024
Sasaki Hidenobu
35 questions

Question 18

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When should the effectiveness of a problem workaround be assessed?

Whenever the workaround is used
Whenever the workaround is used
Whenever the problem is resolved
Whenever the problem is resolved
Whenever the workaround becomes a known error
Whenever the workaround becomes a known error
Whenever the problem is prioritized
Whenever the problem is prioritized
Suggested answer: A
asked 18/09/2024
Miguel Tuimil Galdo
47 questions

Question 19

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Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

assets
assets
values
values
elements
elements
services
services
Suggested answer: D
asked 18/09/2024
HAZEM SHAIKHANI
49 questions

Question 20

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Which dimension considers how knowledge assets should be protected?

Organizations and people
Organizations and people
Partners and suppliers
Partners and suppliers
Information and technology
Information and technology
Value streams and processes
Value streams and processes
Suggested answer: C
asked 18/09/2024
Derek Steven Schulte
46 questions
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Related questions

Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
What is warranty?
Which statement about emergency changes is CORRECT?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
Which competencies are required by the 'service level management' practice?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which statement about the 'continual improvement' practice is CORRECT?
Which is a description of service provision?