Which practice has a purpose that includes ensuring that risks have been properly assessed?

Service configuration management

When should a full risk assessment and authorization be carried out for a standard change?

When the procedure for the standard change is created

Each time the standard change is implemented

When the procedure for the standard change is created

When an emergency change is requested

Which statement about emergency changes is CORRECT?

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

Assurance that a product or service will meet agreed requirements

The amount of money spent on a specific activity or resource

The functionality offered by a product or service to meet a particular need

The perceived benefits, usefulness and importance of something

Which is part of service provision?

The management of resources configured to deliver the service

The management of resources needed to consume the service

The grouping of one or more services based on one or more products

The joint activities performed to ensure continual value co-creation

Which statement about a 'continual improvement register' is CORRECT?

It should be re-prioritized as ideas are documented

It should be managed at the senior level of the organization

It should be used to capture user demand

There should only be one for the whole organization

It should be re-prioritized as ideas are documented

Which statement about outcomes is CORRECT?

An outcome can be enabled by more than one output

Outcomes are how the service performs

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

Which statement about service desks is CORRECT?

The service desk should work in close collaboration with support and development teams

The service desk should rely on self-service portals instead of escalation to support teams

The service desk should remain isolated from technical support teams

The service desk should escalate all technical issues to support and development teams

Which is included in the purpose of the 'design and transition' value chain activity?

Continually meeting stakeholder expectations for costs

Ensuring that service components are available when needed

Providing transparency and good stakeholder relationships

Supporting services according to specifications

Continually meeting stakeholder expectations for costs

Which is NOT a component of the service value system?

The four dimensions of service management

Which statement about the steps to fulfill a service request is CORRECT?

They should be well-known and proven

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Collaborate and promote visibility

When should the effectiveness of a problem workaround be assessed?

Whenever the workaround is used

Whenever the problem is resolved

Whenever the workaround becomes a known error

Whenever the problem is prioritized

What are the ITIL guiding principles used for?

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization's performance continually meets stakeholders' expectations

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Each iteration should be continually re-evaluated based on feedback

Each iteration should be designed before starting the initiative and implemented without feedback

Feedback should only be taken into account when one iteration fails to meet its objective

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Each iteration should be continually re-evaluated based on feedback

What is the purpose of the 'deployment management' practice?

To move new or changed components to live environments

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

Which is a service request?

Requesting information about how to create a document

Requesting a workaround for an issue

Requesting information about how to create a document

Requesting an enhancement to an application

Requesting investigation of a degraded service

What is a recommendation of the 'focus on value' guiding principle?

Focus on value at every step of the improvement

Make 'focus on value' a responsibility of the management

Focus on the value of new and significant projects first

Focus on value for the service provider first

Focus on value at every step of the improvement

Which guiding principle recommends standardizing and streamlining manual tasks?

Collaborate and promote visibility

Which describes a set of defined steps for implementing improvements?

The 'continual improvement model'

The 'improve' value chain activity

The 'continual improvement register'

The 'continual improvement model'

The 'engage' value chain activity

Which is a key requirement for a successful service level agreement?

It should be simply written and easy to understand

It should be written in legal language

It should be simply written and easy to understand

It should be based on the service provider's view of the service

It should relate to simple operational metrics

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

An organization should always develop competencies in methodologies and techniques that will meet their needs

An organization should always use a single technique to ensure metrics are consistent

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

An organization should always develop competencies in methodologies and techniques that will meet their needs

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Which service level metrics are BEST for measuring user experience?

Metrics linked to defined outcomes

Metrics for the percentage of uptime of a service

Metrics linked to defined outcomes

When should a change request be submitted to resolve a problem?

As soon as the analysis of cost, risks and benefits justifies the change

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

Which guiding principle helps to ensure that better information is available for decision making?

Collaborate and promote visibility

ITIL ITILFND-V4 Practice Test 1 - Free Online Exam Prep & Questions

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Progress iteratively with feedback

Keep is simple and practical

Start where you are

Focus on value

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ITIL ITILFND-V4 Practice Test 1

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