ITIL Certification ITILFND_V4 questions and answers

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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 included in the purpose of the 'change control' practice?
A. Make new and changed services available for use
B. Ensure that risks have been properly assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
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 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

Which is a purpose of release management?
A. To protect the organization's information
B. To handle user-initiated service requests
C. To make new and changed services available for use
D. To move hardware and software to live environments
Answer: C

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