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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 41

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Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A.
Service desk
A.
Service desk
Answers
B.
Continual improvement
B.
Continual improvement
Answers
C.
Problem management
C.
Problem management
Answers
D.
Incident management
D.
Incident management
Answers
Suggested answer: A

What is a problem that has been analysed but has not been resolved?

A.
Workaround
A.
Workaround
Answers
B.
Incident
B.
Incident
Answers
C.
Known error
C.
Known error
Answers
D.
Event
D.
Event
Answers
Suggested answer: C

Which facilitates outcomes that customers want to achieve?

A.
Service
A.
Service
Answers
B.
Warranty
B.
Warranty
Answers
C.
Organization
C.
Organization
Answers
D.
IT asset
D.
IT asset
Answers
Suggested answer: A

Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

A.
Incident management
A.
Incident management
Answers
B.
Continual improvement
B.
Continual improvement
Answers
C.
Service request management
C.
Service request management
Answers
D.
Change enablement
D.
Change enablement
Answers
Suggested answer: B

Which ITIL concept helps an organization to make good decisions?

A.
Four dimensions of service management
A.
Four dimensions of service management
Answers
B.
Guiding principles
B.
Guiding principles
Answers
C.
Service value chain
C.
Service value chain
Answers
D.
Practices
D.
Practices
Answers
Suggested answer: B

Which is a recommendation for applying the guiding principle 'keep it simple and practical?

A.
Communicate in a way the audience can hear
A.
Communicate in a way the audience can hear
Answers
B.
Sometimes nothing from the current state can be re used
B.
Sometimes nothing from the current state can be re used
Answers
C.
If a practice is easier to follow it is more likely to be adopted
C.
If a practice is easier to follow it is more likely to be adopted
Answers
D.
Fast does not mean incomplete
D.
Fast does not mean incomplete
Answers
Suggested answer: C

Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

A.
Incident management
A.
Incident management
Answers
B.
Service request management
B.
Service request management
Answers
C.
Monitoring and event management
C.
Monitoring and event management
Answers
D.
Change enablement
D.
Change enablement
Answers
Suggested answer: C

What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

A.
Service level manager
A.
Service level manager
Answers
B.
Service desk agent
B.
Service desk agent
Answers
C.
Change authority
C.
Change authority
Answers
D.
Problem analyst
D.
Problem analyst
Answers
Suggested answer: B

Which practice nurtures links with stakeholders at strategic and tactical levels'?

A.
Supplier management
A.
Supplier management
Answers
B.
Relationship management
B.
Relationship management
Answers
C.
Continual improvement
C.
Continual improvement
Answers
D.
Service level management
D.
Service level management
Answers
Suggested answer: B

Which is a way of applying the guiding principle 'focus on value'?

A.
Understanding how service consumers use services
A.
Understanding how service consumers use services
Answers
B.
Comprehending the whole, but doing something
B.
Comprehending the whole, but doing something
Answers
C.
Recognizing the complexity of systems
C.
Recognizing the complexity of systems
Answers
D.
Doing fewer things, but doing them better
D.
Doing fewer things, but doing them better
Answers
Suggested answer: A
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