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最新的 EXIN ITIL ITILFND_V4 免費考試真題:

1. 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 services, and the [?] that support them, is available when and where it is needed.

A) customers
B) CIs
C) suppliers
D) assets

2. Which statement about service desks is CORRECT?

A) The service desk should rely on self-service portals instead of escalation to support teams
B) The service desk should remain isolated from technical support teams
C) The service desk should escalate all technical issues to support and development teams
D) The service desk should work in close collaboration with support and development teams

3. Which is an example of improving service utility using service management automation?

A) Pre-determined routing of a service request
B) Reducing the time to compile service data
C) Monitoring service availability
D) Faster resource allocation

4. Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

A) plans
B) tools
C) process
D) measurement

5. When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A) An organization should always use a single technique to ensure metrics are consistent
B) An organization should always use an approach that combines Lean, Agile and DevOps methodologies
C) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
D) An organization should always develop competencies in methodologies and techniques that will meet their needs

問題與答案：