Online Access Free ITILFNDv4 Exam Questions

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

• A.Continual improvement
• B.Service configuration management
• C.Relationship management
• D.Service level management

What are 'engage', 'plan' and 'improve' examples of?

• A.Service value chain inputs
• B.Service value chain activities
• C.Service level management
• D.Change control

Which guiding principle recommends standardizing and streamlining manual tasks?

• A.Collaborate and promote visibility
• B.Focus on value
• C.Optimize and automate
• D.Think and work holistically

Which two statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

• A.1 and 4
• B.2 and 3
• C.3 and 4
• D.1 and 2

What helps diagnose and resolve a simple incident?

• A.The use of scripts
• B.Rapid escalation
• C.Formation of a temporary team
• D.Problem prioritization