ITILFND_V4

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?A . Problem managementB . Supplier managementC . Release managementD . Service deskView AnswerAnswer: D

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?A . Information security managementB . Monitoring and event managementC . Incident managementD . Change controlView AnswerAnswer: B

How does a service consumer contribute to the reduction of disk?A . By paying for the serviceB . By managing server hardwareC . By communicating constraintsD . By managing staff availabilityView AnswerAnswer: C

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?A . Change controlB . Continual improvementC . Problem managementD . Service deskView AnswerAnswer: C

Normal changes should be handled as service requestsA . 1 and 2B . 2 and 3C . 3 and 4D . 1 and 4View AnswerAnswer: A

What is defined as any component that needs to be managed in order to deliver an IT service?A . A service requestB . A configuration item (CI)C . An incidentD . An IT assetView AnswerAnswer: B

Which describes normal changes?A . Changes that are low-risk and pre-authorizedB . Changes that need to be scheduled and assessed following a processC . Changes that are typically initiated as service requestsD . Changes that must be implemented as soon as possibleView AnswerAnswer: B

Which practice updates information relating to symptoms and business impact?A . Service level managementB . Change controlC . Service request managementD . Incident managementView AnswerAnswer: D

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 [?]. A . assets B . values C . elements D . services View Answer Answer: D

Which describes a standard change?A . A change that needs to be scheduled, assessed and authorized following a defined processB . A change that is typically implemented as a service requestC . A high-risk change that needs very thorough assessmentD . A change that must be implemented as soon as...