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ITIL ITILFND_V4 Exam Demo

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

A. Restricting information about the improvement to essential stakeholders only

B. Increasing collaboration and visibility for the improvement

C. Involving customers after all planning has been completed

D. Engaging every stakeholder group in the same way, with the same communication

Answer: D

Which is handled as a service request?

A. An investigation to identify the cause of an incident

B. A compliment about an IT support team

C. The failure of an IT service

D. An emergency change to implement a security patch

Answer: B

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain

C. The ITIL guiding principles

D. Continual improvement

Answer: B

What is an activity of the 'incident management' practice?

A. Assessing and prioritizing improvement opportunities

B. Performing service reviews with customers

C. Providing good-quality updates when expected

D. Automating service requests to the greatest degree possible

Answer: C

What varies in size and complexity, and uses functions to achieve its objectives?

A. A risk

B. An organization

C. A practice

D. An outcome

Answer: B

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