ITILFND V4
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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
Question 2
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
Question 3
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
Question 4
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
Question 5
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
Question 6
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
Question 7
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
Question 8
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
Question 9
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
Question 10
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
Question 11
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
Question 12
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
Question 13
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
Question 14
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
Question 15
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
Question 16
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
Question 17
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
Question 18
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
Question 19
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
Question 20
Which does the ITIL service value system discourage?
- A: Coordinated authorities and responsibilities
- B: Organizational silos
- C: Interfaces among practices
- D: Organizational agility
Question 21
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
Question 22
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
Question 23
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
Question 24
Which practice makes new services available for use?
- A: Change enablement
- B: Release management
- C: Deployment management
- D: IT asset management
Question 25
Which TWO are important aspects of the 'service request management' practice?
- Standardization and automation
- Providing a variety of channels for access
- Establishing a shared view of targets
- Policies for approvals
- A: 1 and 2
- B: 2 and 3
- C: 3 and 4
- D: 1 and 4
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