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ITIL Foundation Certification ITILFND_V4 test answers have been Updated

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Why and how is a user MOST LIKELY to contact the service desk?
A. To discuss the cause of an incident via a phone call
B. To request access to a resource via a self service portal
C. To authorize an emergency change via live chat
D. To report a problem using a mobile app
Answer: A

Which is the MOST LIKELY way of resolving major incidents?
A. A support team following detailed procedures for investigating the incident
B. Users establishing a resolution using self-help
C. A temporary teamworking together to identify a resolution
D. The service desk identifying the cause and a resolution
Answer: C

Which is the cause, or potential cause, of one or more incidents?
A. A known error
B. A problem
C. A change
D. An event
Answer: B

Which is a financially valuable component that can contribute to the delivery of a service?
A. Service offering
B. Sponsor
C. Configuration item
D. IT asset
Answer: D

Which value chain activity ensures that ongoing service activity meets user expectations?
A. Plan
B. Deliver and support
C. Engage
D. Obtain/build
Answer: B

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