ITILFND V4 Exam.pdf

13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics - Expert Verified, Online, Free. Prepare for your ITILFND V4 exam with additional products Study Guide 340 PDF Pages $19.99 Buy Now Video Course 90 Lectures $19.99 Buy Now  Custom View Settings Topic 1 - Single Topic Topic 1 Question #1 How are target resolution times used in the 'incident management' practice? A. They are agreed, documented, and communicated to help set user expectations B. They are established, reviewed, and reported to ensure that customers are happy with the service C. They are initiated, approved, and managed to ensure that predictable responses are achieved D. They are scheduled, assessed and authorized to reduce the risk of service failures Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 1/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #2 Why should some service requests be fulfilled with no additional approvals? A. To ensure that spending is properly accounted for B. To ensure that information security requirements are met C. To streamline the fulfilment workflow D. To set user expectations for fulfilment times Correct Answer: C Community vote distribution C (100%) Topic 1 Question #3 What is a set of specialized organizational capabilities for enabling value for customers in the form of services? A. Service offering B. Service provision C. Service management D. Service consumption Correct Answer: C Community vote distribution C (100%) Topic 1 Question #4 Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 2/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #5 Which statement about managing incidents is CORRECT? A. Low impact incidents should be resolved efficiently, making logging unnecessary B. The 'incident management' practice should use a single process regardless of the impact of the incident C. Low impact incidents should be resolved efficiently so the resource required is reduced D. Incidents with the lowest impact should be resolved first Correct Answer: C Community vote distribution C (100%) Topic 1 Question #6 Which statement about the service value chain is CORRECT? A. The service value chain converts value into demand B. Each value chain activity uses different combinations of practices to convert inputs into outputs C. Each value chain activity identifies a requirement for resources from an external supplier D. The service value chain uses value streams to describe a combination of consumers and providers Correct Answer: B Community vote distribution B (80%) A (20%) Topic 1 Question #7 What describes how components and activities work together to facilitate value creation? A. The ITIL service value system B. The ITIL guiding principles C. The four dimensions of service management D. A service relationship Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 3/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #8 Which practice involves the management of vulnerabilities that were not identified before the service went live? A. Service request management B. Problem management C. Change control D. Service level management Correct Answer: B Topic 1 Question #9 Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT? A. It should always be used to support direct observation B. It should always be used instead of direct observation C. Measured data is always more accurate than direct observation D. The act of measuring always positively impacts results Correct Answer: A Community vote distribution A (100%) Topic 1 Question #10 Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? A. Service desk B. Service request management C. Service level management D. Service configuration management Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 4/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #11 What should be considered as part of the 'partners and suppliers' dimension? A. The level of integration and formality involved in the relationships between organizations B. The activities, workflows, controls and procedures needed to achieve the agreed objectives C. The information created, managed and used in the course of service provision and consumption D. The required skills and competencies of teams and individual members of the organization Correct Answer: A Community vote distribution A (90%) 10% Topic 1 Question #12 Which practice makes new services available for use? A. Change enablement B. Release management C. Deployment management D. IT asset management Correct Answer: B Community vote distribution B (100%) Question #13 Topic 1 Which activity contributes to the 'where are we now?' step of the 'continual improvement' model? A. Executing improvement actions B. Performing baseline assessments C. Defining the improvement plan D. Understanding the business mission Correct Answer: B https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 5/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #14 Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are Correct Answer: B Community vote distribution B (71%) A (29%) Topic 1 Question #15 Which is a recommendation of the guiding principle 'think and work holistically'? A. Conduct a review of existing service management practices and decide what to keep and what to discard B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner C. Review service management practices and remove any unnecessary complexity D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative Correct Answer: D Community vote distribution D (100%) Topic 1 Question #16 Which statement about 'continual improvement' is CORRECT? A. All improvement ideas should be logged in a single 'continual improvement register' B. A single team should carry out 'continual improvement' across the organization C. 'Continual improvement' should have minimal interaction with other practices D. Everyone in the organization is responsible for some aspects of 'continual improvement' Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 6/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #17 What impact does automation have on a service desk? A. Less low level work and a greater ability to focus on user experience B. Increased phone contact and a reduced ability to focus on user experience C. Ability to work from multiple locations, geographically dispersed D. Ability to work from a single centralized location Correct Answer: A Community vote distribution A (100%) Topic 1 Question #18 Identify the missing word(s) in the following sentence: The service desk should be the entry point and single point of contact for the [?] with all of its users. A. Service consumer B. Service provider C. Customer D. Supplier Correct Answer: B Community vote distribution B (86%) 14% Topic 1 Question #19 What aspect of 'service level management' asks service consumers what their work involves and how technology helps them? A. Customer engagement B. Operational metrics C. Business metrics D. Customer feedback Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 7/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #20 Which is a result of applying the guiding principle 'progress iteratively with feedback'? A. The ability to discover and respond to failure earlier B. Standardization of practices and services C. Understanding the customer's perception of value D. Understanding the current state and identifying what can be reused Correct Answer: A Community vote distribution A (67%) C (33%) Topic 1 Question #21 What can be used to determine if a service is 'fit for purpose'? A. Availability B. Warranty C. Outcome D. Utility Correct Answer: D Community vote distribution D (100%) Topic 1 Question #22 In service relationships, what is a benefit of identifying consumer roles? A. It enables effective stakeholder management B. It provides shared service expectations C. It removes constraints from the customer D. It enables a common definition of value Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 8/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #23 Which is an external input to the service value chain? A. The 'improve' value chain activity B. An overall plan C. Customer requirements D. Feedback loops Correct Answer: C Community vote distribution C (100%) Topic 1 Question #24 What term is used to describe whether a service will meet availability, capacity and security requirements? A. Outcomes B. Value C. Utility D. Warranty Correct Answer: D Community vote distribution D (100%) Topic 1 Question #25 What is the purpose of the 'incident management' practice? A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible B. To capture demand for incident resolution and service requests C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents D. To support the agreed service quality by effective handling of all agreed user-initiated service requests Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 9/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #26 What is defined as an unplanned interruption or reduction in the quality of a service? A. An incident B. A problem C. A change D. An event Correct Answer: A Community vote distribution A (100%) Topic 1 Question #27 Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? A. Supplier management B. Change control C. Relationship management D. Service desk Correct Answer: C Community vote distribution C (100%) Topic 1 Question #28 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 Correct Answer: C Community vote distribution B (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 10/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #29 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 Correct Answer: B Community vote distribution B (100%) Topic 1 Question #30 Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? A. Deployment management B. Release management C. Change control D. Service configuration management Correct Answer: C Community vote distribution C (100%) Topic 1 Question #31 Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? A. Information security management B. Continual improvement C. Monitoring and event management D. Service level management Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 11/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #32 Which will help solve incidents more quickly? A. Target resolution times B. Escalating all incidents to support teams C. Collaboration between teams D. Detailed procedural steps for incident investigation Correct Answer: D Community vote distribution C (83%) D (17%) Topic 1 Question #33 When is the earliest that a workaround can be documented in 'problem management'? A. After the problem has been logged B. After the problem has been prioritized C. After the problem has been analyzed D. After the problem has been resolved Correct Answer: C Community vote distribution A (78%) C (22%) Topic 1 Question #34 Which is an activity of the 'problem management' practice? A. Restoration of normal service operation as quickly as possible B. Prioritization of problems based on the risk that they pose C. Authorization of changes to resolve the cause of problems D. Resolution of incidents in a time that meets customer expectations Correct Answer: B Community vote distribution B (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 12/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #35 Which practice is MOST likely to benefit from the use of chatbots? A. Service level management B. Change enablement C. Continual improvement D. Service desk Correct Answer: D Community vote distribution D (100%) Topic 1 Question #36 Where are the details of the required performance outcomes of a service defined? A. Service level agreements B. Service requests C. Service components D. Service offerings Correct Answer: A Community vote distribution A (100%) Topic 1 Question #37 Which value chain activity ensures a shared understanding of the current status and required direction for all products and services? A. Plan B. Improve C. Design and transition D. Deliver and support Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 13/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #38 Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? A. Release management B. Supplier management C. Service management D. Relationship management Correct Answer: B Community vote distribution B (100%) Topic 1 Question #39 Which two practices interact the MOST with the service desk practice? A. Incident management and service request management B. Service request management and deployment management C. Deployment management and change enablement D. Change enablement and incident management Correct Answer: A Community vote distribution A (100%) Topic 1 Question #40 Which is an activity of the 'incident management' practice? A. Assessing and prioritizing improvement opportunities B. Performing service reviews with customers C. Providing good-quality updates when expected D. Automating service requests to the greatest degree possible Correct Answer: C Community vote distribution C (84%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ A (16%) 14/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #41 Identify the missing words in the following sentence: A user is [?] that uses services. A. an organization B. a role C. a team D. a supplier Correct Answer: B Community vote distribution B (70%) A (30%) Topic 1 Question #42 Which is included in the purpose of the 'change enablement' 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 Correct Answer: B Community vote distribution B (100%) Topic 1 Question #43 Which activity is part of the 'continual improvement' practice? A. Identifying the cause of incidents and recommending related improvements B. Authorizing changes to implement improvements C. Logging and managing incidents that result in improvement opportunities D. Making business cases for improvement action Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 15/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #44 In which step of the 'continual improvement model' is an improvement plan implemented? A. What is the vision? B. How do we get there? C. Take action D. Did we get there? Correct Answer: C Community vote distribution C (100%) Topic 1 Question #45 Which is the BEST example of a standard change? A. The review and authorization of a change requested by a customer B. The implementation of a critical software patch in response to a vendor security issue C. The installation of a software application in response to a service request D. The replacement of a component in response to a major incident Correct Answer: C Community vote distribution C (100%) Topic 1 Question #46 Which statement about the automation of service requests is CORRECT? A. Service requests that cannot be automated should be handled as incidents B. Service requests and their fulfilment should be automated as much as possible C. Service requests that cannot be automated should be handled as problems D. Service requests and their fulfilment should be carried out by service desk staff without automation Correct Answer: B Community vote distribution B (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 16/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #47 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 Correct Answer: B Community vote distribution B (100%) Topic 1 Question #48 Which practice recommends the use of event-based surveys to gather feedback from customers? A. Service level management B. Change enablement C. Service request management D. Problem management Correct Answer: A Community vote distribution A (100%) Topic 1 Question #49 Which statement about change authorities is CORRECT? A. Change authorities are only required for authorizing emergency changes B. Change authorities are assigned when each change is deployed C. Change authorities are only required for authorizing normal changes D. Change authorities are assigned for each type of change and change model Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 17/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #50 Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions? A. Service request management B. Service level management C. Incident management D. Change enablement Correct Answer: C Community vote distribution C (100%) Topic 1 Question #51 Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team Correct Answer: A Community vote distribution A (100%) Topic 1 Question #52 A service offering may include goods, access to resources, and service actions. Which is an example of a service action? A. A mobile phone enables a user to work remotely B. A password allows a user connect to a WiFi network C. A license allows a user to install a software product D. A service desk agent provides support to a user Correct Answer: D Community vote distribution D (83%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ A (17%) 18/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #53 Which describes a CORRECT approach to change authorization? A. Changes included in the change schedule are pre-authorized and do not need additional authorization B. Normal changes should be assessed and authorized before they are deployed C. Emergency changes should be authorized by as many people as possible to reduce risk D. Normal changes are typically implemented as service requests and authorized by the service desk Correct Answer: B Community vote distribution B (100%) Topic 1 Question #54 Which statement about a service value stream is CORRECT? A. It uses prescriptive inputs and outputs B. It is a value chain activity C. It integrates practices for a specific scenario D. It is used to provide governance Correct Answer: C Community vote distribution C (63%) B (38%) Topic 1 Question #55 Which statement about outputs is CORRECT? A. They consist of several outcomes B. They capture customer demand for services C. They contribute to the achievement of outcomes D. They describe how the service performs Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 19/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #56 Which is an example of a business related measurement? A. The number of passengers checked in B. The average time to respond to change requests C. The average resolution time for incidents D. The number of problems resolved Correct Answer: A Community vote distribution A (100%) Topic 1 Question #57 Which BEST describes the purpose of the 'improve' value chain activity? A. To organize a major improvement initiative into several smaller initiatives B. To make new and improved services and features available for use C. To ensure a shared understanding of the vision and improvement direction for all products and services D. To continually improve all products and services across all value chain activities Correct Answer: D Topic 1 Question #58 Which includes governance, management practices, and continual improvement? A. The service value system B. The 'deliver and support' value chain activity C. The 'focus on value' guiding principle D. The 'value stream and processes' dimension Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 20/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #59 What is the definition of a problem? A. An unplanned interruption to a service, or reduction in the quality of a service B. A cause, or potential cause, of one or more incidents C. An incident for which a full resolution is not yet available D. Any change of state that has significance for the management of a configuration item (CI) Correct Answer: B Topic 1 Question #60 Which practice provides a communications point for users to report operational issues, queries and requests? A. Incident management B. Continual improvement C. Service desk D. Relationship management Correct Answer: C Topic 1 Question #61 Which dimension is MOST concerned with skills, competencies, roles and responsibilities? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 21/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #62 An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate? A. Collaborate and promote visibility B. Start where you are C. Focus on value D. Keep it simple and practical Correct Answer: A Community vote distribution A (100%) Topic 1 Question #63 Which practice has a strong influence on the user experience and perception of the service provider? A. Service desk B. Change enablement C. Service level management D. Supplier management Correct Answer: A Community vote distribution A (100%) Topic 1 Question #64 Which statement about service requests is CORRECT? A. Complex service requests should be dealt with as normal changes B. Service requests that require simple workflows should be dealt with as incidents C. Service requests require workflows that should use manual procedures and avoid automation D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 22/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #65 Which practice is responsible for moving new or changed components to live or other environments? A. Release management B. Deployment management C. Change enablement D. Supplier management Correct Answer: B Community vote distribution B (100%) Topic 1 Question #66 Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Correct Answer: C Community vote distribution C (100%) Topic 1 Question #67 Which of these activities is carried out as part of 'problem management'? A. Creating incident records B. Diagnosing and resolving incidents C. Escalating incidents to a support team for resolution D. Trend analysis of incident records Correct Answer: D Community vote distribution D (89%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 11% 23/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #68 What must always be done before an activity is automated? A. Check that the activity has already been optimized B. Check that suitable new technology has been purchased C. Ensure that DevOps has been successfully implemented D. Ensure the solution removes the need for human intervention Correct Answer: A Community vote distribution A (67%) D (33%) Topic 1 Question #69 What is a change schedule PRIMARILY used for? A. To help plan emergency changes B. To help authorize standard changes C. To help assign a change authority D. To help manage normal changes Correct Answer: D Community vote distribution D (85%) C (15%) Topic 1 Question #70 Which role approves the cost of services? A. User B. Change authority C. Sponsor D. Customer Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 24/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #71 What actions does a service desk take for all issues, queries and requests that are reported to them? A. Schedule, assess, authorize B. Diagnose, investigate, resolve C. Initiate, approve, fulfil D. Acknowledge, classify, own Correct Answer: C Community vote distribution D (95%) 5% Topic 1 Question #72 Which describes the utility of a service? A. A service that is fit for use B. A service that meets its service level targets C. A service that increases constraints on the consumer D. A service that supports the performance of the consumer Correct Answer: D Community vote distribution D (92%) 8% Topic 1 Question #73 Which is included in the purpose of the 'service level management' practice? A. To maximize the number of successful service and product changes B. To ensure accurate information about the configuration of services is available C. To set clear business-based targets for service levels D. To ensure that suppliers and their performance are managed appropriately Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 25/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #74 Which usually requires a team of representatives from many stakeholder groups? A. Fulfilling a service request B. Authorizing an emergency change C. Logging a new problem D. Investigating a major incident Correct Answer: D Community vote distribution D (100%) Topic 1 Question #75 Which value chain activity ensures that service components meet agreed specifications? A. Plan B. Design and transition C. Obtain/build D. Deliver and support Correct Answer: C Community vote distribution C (70%) B (20%) 10% Topic 1 Question #76 What includes governance as a component? A. Practices B. The service value chain C. The service value system D. The guiding principles Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 26/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #77 Which practice needs people who understand complex systems and have creative and analytical skills? A. Change enablement B. Service level management C. Service request management D. Problem management Correct Answer: D Community vote distribution D (100%) Topic 1 Question #78 What is the definition of a known error? A. An unplanned interruption to a service, or reduction in the quality of a service B. A cause, or potential cause, of one or more incident C. A problem that has been analyzed and has not been resolved D. Any change of state that has significance for the management of a service or other configuration item (CI) Correct Answer: C Community vote distribution C (100%) Topic 1 Question #79 Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value B. Think and work holistically C. Optimize and automate D. Collaborate and promote visibility Correct Answer: B Community vote distribution B (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 27/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #80 What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems C. Events D. Requests Correct Answer: C Community vote distribution C (100%) Topic 1 Question #81 Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Correct Answer: B Community vote distribution B (100%) Topic 1 Question #82 Which term relates to service levels aligned with the needs of service consumers? A. Service management B. Warranty C. Cost D. Utility Correct Answer: B Community vote distribution B (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 28/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #83 Which directly assists with the diagnosis and resolution of simple incidents? A. Scripts for collecting user information B. Use of shift working patterns C. Fulfilment of service requests D. Creation of a temporary team Correct Answer: A Community vote distribution A (100%) Topic 1 Question #84 What are guiding principles? A. A set of interconnected activities that help an organization deliver a valuable service B. A description of one or more services that help address the needs of a target consumer group C. A set of specialized organizational capabilities for enabling value for customers D. Recommendations that help an organization when adopting a service management approach Correct Answer: D Community vote distribution D (100%) Topic 1 Question #85 Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? A. Only add controls and metrics when they are needed B. Design controls and metrics first, then remove those not adding value C. Design controls and metrics and add them individually until all are implemented D. Only add controls and metrics that are required for compliance Correct Answer: B Community vote distribution A (78%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ B (22%) 29/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #86 What is the purpose of the 'problem management' practice? A. To protect the information needed by the organization to conduct its business B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible Correct Answer: B Community vote distribution B (100%) Topic 1 Question #87 Which practice forms a link between the service provider and the users of services? A. Change enablement B. Service level management C. Problem management D. Service desk Correct Answer: D Topic 1 Question #88 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 Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 30/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #89 What is recommended by the guiding principle 'progress iteratively with feedback'? A. A current state assessment that is carried out at the start of an improvement initiative B. The identification of all interested parts at the start of an improvement initiative C. An improvement initiative that is broken into a number of manageable sections D. An assessment of how all the parts of an organization will affect an improvement initiative Correct Answer: C Topic 1 Question #90 Which guiding principle considers customer and user experience? A. Collaborate and promote visibility B. Focus on value C. Start where you are D. Keep it simple and practical Correct Answer: B Topic 1 Question #91 Which statement about the 'change enablement' practice is CORRECT? A. Service requests are usually normal changes that can be implemented quickly without authorization B. Emergency changes are changes that must be fully tested and fully documented prior to implementation C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited Correct Answer: D Topic 1 Question #92 Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model? A. Define measurable targets B. Perform baseline assessments C. Execute improvement actions D. Evaluate measurements and metrics Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 31/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #93 What can a service remove from the consumer and impose on the consumer? A. Utility B. Asset C. Cost D. Outcome Correct Answer: C Community vote distribution C (100%) Topic 1 Question #94 What does 'change enablement' PRIMARILY focus on? A. Changes to service levels B. Changes to products and services C. Changes to organizational structure D. Changes to skills and competencies Correct Answer: B Topic 1 Question #95 Which is handled as a service request? A. An investigation to identify the cause of an incident B. A compliment about an IT support team C. The failure of an IT service D. An emergency change to implement a security patch Correct Answer: B Community vote distribution B (82%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ C (18%) 32/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #96 Which is a key requirement for a successful service level agreement (SLA)? A. Using individual metrics that relate to the service catalogue B. Using bundled metrics to relate performance to outcomes C. Using single-system-based metrics that relate to outputs D. Using an agreement between the service provider and service supplier Correct Answer: B Community vote distribution B (100%) Topic 1 Question #97 Which is considered by the 'partners and suppliers' dimension? A. Using artificial intelligence B. Defining controls and procedures C. Using formal roles and responsibilities D. Working with an integrator to manage relationships Correct Answer: D Community vote distribution D (100%) Question #98 Topic 1 Which practice recommends using tools for collaboration and the automated matching of symptoms? A. Problem management B. Service level management C. Incident management D. Service request management Correct Answer: C https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 33/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #99 Which practice would help a user gain access to an application that they need to use? A. Service configuration management B. Change enablement C. Service request management D. Service level management Correct Answer: C Community vote distribution C (82%) B (18%) Topic 1 Question #100 What is used to link activities within the service value chain? A. Service level agreements B. Inputs, outputs and triggers C. Opportunity, demand and value D. Service desk Correct Answer: B Community vote distribution B (72%) C (28%) Topic 1 Question #101 Which two practices use workarounds? A. Change enablement and continual improvement B. Change enablement and problem management C. Problem management and incident management D. Incident management and continual improvement Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 34/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #102 Which is included in the purpose of the 'deliver and support' value chain activity? A. Meeting stakeholder expectations for time to market B. Understanding the organization's service vision C. Understanding stakeholder needs D. Providing services to agreed specifications Correct Answer: D Community vote distribution D (100%) Topic 1 Question #103 Which are elements of the service value system? A. Service provision, service consumption, service relationship management B. Governance, service value chain, practices C. Outcomes, utility, warranty D. Customer value, stakeholder value, organization Correct Answer: B Community vote distribution B (100%) Topic 1 Question #104 What is an incident? A. The planned removal of an item that might affect a service B. A result enabled by one or more outputs C. A possible future event that could cause harm D. A service interruption resolved by the use of self-help tools Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 35/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #105 What is defined as a change of state that has significance for the management of an IT service? A. Event B. Incident C. Problem D. Known error Correct Answer: A Topic 1 Question #106 Which dimension includes the knowledge needed for the management of services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Correct Answer: B Community vote distribution B (100%) Topic 1 Question #107 What is the PRIMARY use of a change schedule? A. To support the 'incident management' practice and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflicts D. To manage standard changes Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 36/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #108 Which guiding principle focuses on reducing costs and human errors? A. Focus on value B. Collaborate and promote visibility C. Optimize and automate D. Think and work holistically Correct Answer: C Community vote distribution C (100%) Topic 1 Question #109 Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain? A. Start where you are B. Collaborate and promote visibility C. Progress iteratively with feedback D. Think and work holistically Correct Answer: C Community vote distribution C (100%) Topic 1 Question #110 Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model? A. Define measurable targets B. Perform baseline assessments C. Execute improvement actions D. Evaluate measurements and metrics Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 37/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #111 What is important for a 'continual improvement register' (CIR)? A. Improvement ideas are documented, assessed and prioritized B. Improvement ideas from many sources are kept in a single CIR C. Improvement ideas that are not being actioned immediately are removed from the CIR D. Improvement ideas are tested, funded and agreed Correct Answer: A Community vote distribution A (100%) Topic 1 Question #112 Which is a purpose of the 'service level management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To ensure that the organization's suppliers and their performance are managed appropriately C. To support the agreed quality of a service by handling all agreed, user-initiated service requests D. To set clear business-based targets for service levels Correct Answer: D Community vote distribution D (100%) Topic 1 Question #113 What describes the steps needed to create and deliver a specific service to a consumer? A. Service management B. Practices C. A value stream D. Service level management Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 38/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #114 Which helps to manage an incident when it is unclear which support team should be working on the incident? A. Disaster recovery plans B. Swarming C. Target resolution times D. Self-help Correct Answer: B Topic 1 Question #115 Which statement about the 'continual improvement' practice is CORRECT? A. Continual improvement participation should be limited to a small dedicated team B. It is the role of senior management to authorize improvement initiatives C. Training should be provided to those involved in continual improvement D. A single continual improvement register should be maintained by senior management Correct Answer: B Community vote distribution C (62%) B (38%) Question #116 Topic 1 Which does the ITIL service value system discourage? A. Coordinated authorities and responsibilities B. Organizational silos C. Interfaces among practices D. Organizational agility Correct Answer: B Question #117 Topic 1 An SLA is a service level agreement. Which describes the 'watermelon SLA' effect? A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction Correct Answer: B https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 39/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #118 Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant? A. Service level management B. Service desk C. Continual improvement D. Change enablement Correct Answer: A Community vote distribution A (100%) Topic 1 Question #119 What is a service? A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks C. A tangible or intangible deliverable of an activity D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings Correct Answer: B Community vote distribution B (100%) Topic 1 Question #120 Which TWO are important aspects of the 'service request management' practice? 1. Standardization and automation 2. Providing a variety of channels for access 3. Establishing a shared view of targets 4. Policies for approvals A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 Correct Answer: D Community vote distribution D (60%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ A (40%) 40/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #121 What is required by all service desk staff? A. Excellent technical knowledge B. Root cause analysis skills C. Demonstration of emotional intelligence D. Knowledge of telephony technology Correct Answer: C Community vote distribution C (100%) Topic 1 Question #122 Which practice establishes a channel between the service provider and its users? A. Relationship management B. Change enablement C. Supplier management D. Service desk Correct Answer: D Community vote distribution D (100%) Topic 1 Question #123 Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate? A. Service desk B. Monitoring and event management C. Service level management D. Continual improvement Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 41/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #124 Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed? A. Relationship management B. Change enablement C. Release management D. Monitoring and event management Correct Answer: B Community vote distribution B (100%) Topic 1 Question #125 Which practice provides users with a way to get various requests arranged, explained and coordinated? A. Service level management B. Relationship management C. Continual improvement D. Service desk Correct Answer: D Community vote distribution D (100%) Question #126 Topic 1 Which helps to streamline the fulfilment of service requests? A. Understanding which service requests can be accomplished with limited approvals B. Creating new workflows for every service request C. Separating requests relating to service failures from the degradation of services D. Eliminating service requests which have complex workflows Correct Answer: A https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 42/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #127 Which statement about outcomes is CORRECT? A. They are deliverables provided to service consumers B. They allow service consumers to achieve a desired result C. They provide products to service providers based on outputs D. They co-create value for service providers by reducing costs and risks Correct Answer: B Community vote distribution B (100%) Topic 1 Question #128 Which guiding principle says that services and processes should NOT provide a solution for every exception? A. Keep it simple and practical B. Collaborate and promote visibility C. Think and work holistically D. Optimize and automate Correct Answer: A Community vote distribution A (100%) Topic 1 Question #129 Identify the missing word in the following sentence. The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services. A. measured B. rewarded C. managed D. defined Correct Answer: C Community vote distribution C (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 43/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #130 Identify the missing words in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed. A. relationships with suppliers B. configuration of services C. skills of people D. authorization of changes Correct Answer: B Community vote distribution B (100%) Topic 1 Question #131 Which practice requires skills and competencies related to business analysis, supplier management and relationship management? A. Incident management B. Monitoring and event management C. Service level management D. IT asset management Correct Answer: C Community vote distribution C (100%) Topic 1 Question #132 When should a workaround be created? A. As soon as possible, once the incident is logged B. After the resolution of a problem C. When a problem cannot be resolved quickly D. When a potential permanent solution has been identified Correct Answer: C Community vote distribution C (67%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ A (33%) 44/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #133 What is a configuration item? A. Any financially valuable component that can contribute to the delivery of an IT product or service B. Any change of state that has significance for the management of a service C. Any component that needs to be managed in order to deliver an IT service D. A problem that has been analyzed but has not been resolved Correct Answer: C Community vote distribution C (100%) Topic 1 Question #134 Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?]. A. existing information B. new methods C. additional measurements D. revised processes Correct Answer: A Community vote distribution A (100%) Topic 1 Question #135 Which is a use of the change schedule? A. Assigning resources to changes B. Deciding the approval authority for changes C. Automating the change process D. Creating change models Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 45/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #136 Which dimension of service management considers the workflows and controls needed to deliver services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Correct Answer: D Community vote distribution D (100%) Topic 1 Question #137 Which guiding principle considers how the steps of a process can be performed as efficiently as possible? A. Focus on value B. Start where you are C. Think and work holistically D. Optimize and automate Correct Answer: D Community vote distribution D (100%) Question #138 Topic 1 Which statement about the 'incident management' practice is CORRECT? A. It identifies the cause of major incidents B. It authorizes changes to resolve incidents C. It maintains detailed procedures for diagnosing incidents D. It resolves the highest impact incidents first Correct Answer: D https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 46/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #139 How should an organization prioritize incidents? A. Ask the user for their preferred resolution timeframe B. Assess the availability of the appropriate support team C. Use an agreed classification which is based on the business impact of the incident D. Create an order of incidents based on the dates and times when they were logged Correct Answer: C Community vote distribution C (100%) Topic 1 Question #140 Which is a purpose of the 'relationship management' practice? A. To systematically observe services and service components B. To protect the information needed by the organization to conduct its business C. To be the entry point and single point of contact for the service provider with all of its users D. To identify, analyze, monitor, and continually improve links with stakeholders Correct Answer: D Community vote distribution D (100%) Topic 1 Question #141 Which statement about problems is CORRECT? A. Problems are not related to incidents B. Problems must be resolved quickly in order to restore normal business activity C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis D. Problem prioritization involves risk assessment Correct Answer: D Community vote distribution D (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 47/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #142 Which is a risk that might be removed from a service consumer by an IT service? A. Service provider ceasing to trade B. Security breach C. Failure of server hardware D. Cost of purchasing servers Correct Answer: B Community vote distribution C (81%) Other Topic 1 Question #143 Which is one of the MAIN concerns of the 'design and transition' value chain activity? A. Understanding the organization's vision B. Understanding stakeholder needs C. Meeting stakeholder expectations D. Ensuring service components are available Correct Answer: C Community vote distribution C (100%) Topic 1 Question #144 Which should be handled by 'service request management'? A. A request to implement a security patch B. A request to provide a laptop C. A request to resolve an error in a service D. A request to change a target in a service level agreement Correct Answer: B Community vote distribution B (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 48/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #145 What can be described as an operating model for the creation and management of products and services? A. Governance B. Service value chain C. Guiding principles D. Practices Correct Answer: B Topic 1 Question #146 Which action is performed by a service provider? A. Requesting required service actions B. Authorizing budget for service consumption C. Ensuring access to agreed resources D. Receiving of the agreed goods Correct Answer: C Community vote distribution C (100%) Question #147 Topic 1 Which step of the continual improvement model includes baseline assessments? A. Did we get there? B. Where are we now? C. What is the vision? D. Where do we want to be? Correct Answer: B https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 49/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #148 Which describes a 'change authority'? A. A model used to determine who will assess a change B. A person who approves a change C. A tool used to help plan changes D. A way to manage the people aspects of change Correct Answer: B Community vote distribution B (100%) Question #149 Topic 1 Which is NOT a component of the service value system? A. The service value chain B. Opportunity and demand C. Continual improvement D. Governance Correct Answer: B Question #150 Topic 1 Which statement about service relationship management is CORRECT? A. It focuses on the service actions performed by users B. It requires the service consumer to create resources for the service provider C. It requires co-operation of both the service provider and service consumer D. It focuses on the fulfilment of the agreed service actions Correct Answer: C https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 50/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #151 What is the MOST important reason for prioritizing incidents? A. To ensure that user expectations are realistic B. To ensure that incidents with highest impact are resolved first C. To help information-sharing and learning D. To provide links to related changes and known errors Correct Answer: B Community vote distribution B (100%) Topic 1 Question #152 Which 'service level management' activity helps staff to deliver a more business-focused service? A. Creating targets based on the percentage of uptime of a service B. Understanding the ongoing requirements of customers C. Using complex technical terminology in service level agreements (SLAs) D. Measuring low-level operational activities Correct Answer: B Topic 1 Question #153 Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service? A. Service request management B. Service configuration management C. Deployment management D. Change enablement Correct Answer: A Community vote distribution A (100%) https://www.examtopics.com/exams/itil/itilfnd-v4/custom-view/ 51/106 13.01.2024, 13:35 ITILFND V4 Exam – Free Actual Q&As, Page 1 | ExamTopics Topic 1 Question #154 Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation? A. Progress iteratively with feedback B. Collaborate and promote visibility C. Think and work holistically D. Keep it simple and practical Correct Answer: D Community vote distribution D (100%) Question #155 Topic 1 What is the purpose of the 'monitoring and event management' practice? A. To restore normal service operation as quickly as possible B. To manage workarounds and known errors C. To capture demand for incident resolution and service requests D. To systematically observe services and service components Correct Answer: D Question #156 Topic 1 Which statement about outcomes is CORRECT? A. Outcomes rely on outputs to deliver results for a stakeholder B. Outcomes use activities to produce tangible or intangible de

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