ITILFND_V4 시험 - ITIL실제시험문제와 답 - 120문항

Question No : 1

What helps diagnose and resolve a simple incident?

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

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Question No : 2

What should all 'continual improvement' decisions be based on?

A.Accurate and carefully analysed data
B.Details of how services are measured
C.A recent maturity assessment
D.An up-to-date balanced scorecard

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Question No : 3

What should be done for every problem?

A.It should have a workaround to reduce the impact
B.It should be prioritized based on its potential impact and probability
C.It should be resolved so that it can be closed
D.It should be diagnosed to identify possible solutions

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Question No : 4

How should the workflow for a new service request be designed?

A.Use a single workflow for all types of service request
B.Leverage existing workflows whenever possible
C.Use different workflows for each type of service request
D.Avoid workflows for simple service requests

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Question No : 5

What is the purpose of the 'relationship management' practice?

A.To support the agreed quality of a service handling all agreed, userinitiated service requests
B.To set clear business-based targets for service performance
C.To establish and nurture the links between the organization and its stakeholders
D.To align the organization's practices and services with changing business needs

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Question No : 6

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A.Service configuration management
B.Problem management
C.Service level management
D.Change control

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Question No : 7

Which of the following can be used to access service desks?

A.Phone calls
B.All of the above
C.Text and social media messaging
D.Email

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Question No : 8

What is a recommendation of the ‘focus on value’ guiding principle?

A.Make ‘focus on value’ a responsibility of the management
B.Focus on the value of new and significant projects first
C.Focus on value for the service provider first
D.Focus on value at every step of the improvement

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Question No : 9

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

A.Service management
B.Continual improvement
C.A service
D.An IT asset

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Question No : 10

Which practice owns and manages issues, queries and requests from users?

A.Service desk
B.Problem management
C.Incident management
D.Change control

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Question No : 11

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A.Change control
B.Continual improvement
C.Problem management
D.Service desk

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Question No : 12

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A.Supplier management
B.Service desk
C.Problem management
D.Relationship management

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Question No : 13

Which is included in the purpose of the ‘design and transition’ value chain activity?

A.Ensuring that service components are available when needed
B.Providing transparency and good stakeholder relationships
C.Supporting services according to specifications
D.Continually meeting stakeholder expectations for costs

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Question No : 14

It should be based on the objectives of the organization

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

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Question No : 15

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A.Incident management
B.Continual improvement
C.Service request management
D.Problem management

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ITIL ITILFND_V4 시험