ITILFND V4Preview

Which statement about a ‘continual improvement register (CIR)’ is TRUE?

What is used to link activities within the service value chain?

What describes the steps needed to create and deliver a specific service to a consumer?

What is an incident?

Which is an example of a business related measurement?

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

What is the definition of a known error?

Which is handled as a service request?

What actions does a service desk take for all issues, queries and requests that are reported to them?

Which statement about the 'change enablement' practice is CORRECT?

Which will NOT be handled as a service request?

Identify the missing words in the following sentence:
A user is [?] that uses services.

Which is an external input to the service value chain?

Which gives a user access to a system?

Which value chain activity ensures that service components meet agreed specifications?

Which usually requires a team of representatives from many stakeholder groups?

Which describes the utility of a service?

Which is a key requirement for a successful service level agreement (SLA)?

Which practice recommends using tools for collaboration and the automated matching of symptoms?

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Which action is performed by a service provider?

Which dimension of service management considers the workflows and controls needed to deliver services?

Which term relates to service levels aligned with the needs of service consumers?

Which statement about problems is CORRECT?