

ITIL4 FDN - Q&A - SVS, SVC, GP, CI, & Processes
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Hard
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23 questions
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1.
FLASHCARD QUESTION
Front
An HR manager attempts to access the employee payroll system but encounters repeated login failures due to an unusual error. How should this situation be addressed?
Back
Incident
2.
FLASHCARD QUESTION
Front
A team member attending a remote conference asks how to access shared documents stored on the company's cloud storage platform. How should this be handled?
Back
Service Request
3.
FLASHCARD QUESTION
Front
During a scheduled network infrastructure upgrade over the weekend, a user attempts to connect to a critical database server but encounters connection issues. The user then contacts the service desk to log an incident. Should this be classified as an incident?
Back
No
4.
FLASHCARD QUESTION
Front
_______________ is a set of interconnected activities that an organization performs in order to deliver a valuable product or service to its consumers and to facilitate value realization.
Back
Service Value Chain
5.
FLASHCARD QUESTION
Front
____________ are recommendations provided by ITIL4 which can be integrated into an organizational ways of working and to create a customer oriented working culture.
Back
Guiding Principles
6.
FLASHCARD QUESTION
Front
An organization is purchasing new laptops and software licenses to upgrade its employee workstations. Which service value chain activity can be mapped to the above scenario?
Back
Obtain/build
7.
FLASHCARD QUESTION
Front
A subject matter expert (SME) is restoring an incident related to a critical server outage affecting multiple business operations. Which service value chain activity does this represent?
Back
Deliver and Support
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