Online Access Free ITILFND_V4 Practice Test

Which practice makes use of methods from Lean, Agile and DevOps?

• A.Continual improvement
• B.Incident management
• C.Service desk
• D.Problem management

Why and how is a user MOST LIKELY to contact the service desk?

• A.To discuss the cause of an incident via a phone call
• B.To authorize an emergency change via live chat
• C.To report a problem using a mobile app
• D.To request access to a resource via a self-service portal

Which is a purpose of the 'service level management' practice?

• A.To support the agreed quality of a service by handling all agreed, user-initiated service requests
• B.To establish and nurture the links between the organization and its stakeholders
• C.To ensure that the organization's suppliers and their performance are managed appropriately
• D.To set clear business-based targets for service levels

What should be done to determine the appropriate metrics for measuring a new service?

• A.Asking customers open questions to establish their requirements
• B.Measuring the performance over the first six months, and basing a solution on the results
• C.Using operational data to provide detailed service reports
• D.Asking customers to provide numerical targets that meet their needs

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

• A.Change enablement
• B.Incident management
• C.Service request management
• D.Monitoring and event management