ITIL ITILFND-V4 Practice Test - Questions Answers, Page 43
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Which practices is MOST associate with the use of empathy to understand users?
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
Which of the following is included in the purpose of the 'continual improvement' practice?
Which is an example of a problem control activity?
Which of the following is the MOST important for the effective incident management?
Which practice handles all pre-defined user-initiated service actions?
Which is an example o' a service request?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
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
Which is CORRECT about change authorization?
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