ITILFND_V4 무료 덤프문제 온라인 액세스

What is required by all service desk staff?

• A.Knowledge of telephony technology
• B.Root cause analysis skills
• C.Demonstration of emotional intelligence
• D.Excellent technical knowledge

What includes governance as a component?

• A.The service value system
• B.The service value chain
• C.The guiding principles
• D.Practices

Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.

• A.outcomes
• B.organizations
• C.IT assets
• D.services

What is the MAIN benefit of 'problem management'?

• A.Restoring normal service as quickly as possible
• B.Reducing the number and impact of incidents
• C.Managing workarounds and known errors
• D.Maximizing the number of successful changes

Which describes a CORRECT approach to change authorization?

• A.Normal changes are typically implemented as service requests and authorized by the service desk
• B.Changes included in the change schedule are pre-authorized and do not need additional authorization
• C.Normal changes should be assessed and authorized before they are deployed
• D.Emergency changes should be authorized by as many people as possible to reduce risk