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ITILFND V4 by ITIL - Page 1 | ExamCademy

Mode Selection

Question 1

Question 2

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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Know a question that should be here? Contribute to this exam

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

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

ITILFND V4Preview