ITILFND_V4 시험 - ITIL실제시험문제와 답 - 120문항

Question No : 1

When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?

A.Basing decisions about the initiative on visible data
B.Considering different methods of communication for the different audiences
C.Ensuring everyone involved in the initiative is in agreement about it before starting
D.Communicating information about the initiative to other parts of the organization

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Question No : 2

Which ITIL concept help san organization to make good decisions?

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

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Question No : 3

What may form part of a service request procedure?

A.Escalation to the appropriate change authority
B.Authorization in accordance with a security policy
C.The method of diagnosing the cause
D.The timescale for restoration of service

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Question No : 4

Which facilitates outcomes that customers want to achieve?

A.Warranty
B.Service
C.Organization
D.IT asset

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Question No : 5

Which of the four dimensions is concerned with service integration and management?

A.Partners and suppliers
B.Value streams and processes
C.Organizations and people
D.Information and technology

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Question No : 6

Which is a financially valuable component that can contribute to the delivery of a service?

A.Service offering
B.Sponsor
C.Configuration item
D.IT asset

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Question No : 7

What is used as a tool to help define and measure performance?

A.An incident record
B.A continual improvement register
C.A service level agreement
D.A change schedule

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Question No : 8

Which guiding principle recommends using ideas from ITIL, Lean, Dev Ops, Kanban, and other sources to help drive improvements?

A.Focus on value
B.Start where you are
C.Think and work holistically
D.Optimize and automate

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Question No : 9

Which is the cause, or potential cause, of one or more incidents?

A.A known error
B.A problem
C.A change
D.An event

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Question No : 10

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 request access to a resource via a self service portal
C.To authorize an emergency change via live chat
D.To report a problem using a mobile app

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Question No : 11

Which component is focused on the activities need ed by an organization to help it co-create value?

A.Practices
B.Continual improvement
C.Service value chain
D.Guiding principles

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Question No : 12

What is included in the purpose of the IT asset management' practice?

A.Making new and changed assets available for use
B.Supporting decision-making about purchase, re-use, retirement, and disposal of assets
C.Providing information on how assets are configured and the relationships between them
D.Moving assets to live or other environments for testing or staging

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Question No : 13

Which value chain activity ensures that ongoing service activity meets user expectations?

A.Plan
B.Deliver and support
C.Engage
D.Obtain/build

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Question No : 14

What is the CORRECT order for the three phases of problem management?

A.Problem identification, problem control error control
B.Error control, problem control, problem identification
C.Problem identification, error control, problem control
D.Problem control, error control, problem identification

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Question No : 15

Which is the MOST LIKELY way of resolving major incidents?

A.A support team following detailed procedures for investigating the incident
B.Users establishing a resolution using self-help
C.A temporary teamworking together to identify a resolution
D.The service desk identifying the cause and a resolution

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ITIL ITILFND_V4 시험