Which statement about the 'continual improvement model' is CORRECT?

Organizations should work through the steps of the model in the sequence in which they are presented

The low of the model helps organizations to link improvements to its goals

The model is applicable to only certain parts of the service value system

Organizations should use an additional model or method to link improvements to customer value

Which describes a CORRECT approach to change authorization?

formal changes should be assessed and authorized before they are deployed

Changes included in the change schedule are pre-authorized and do not need additional authorization

formal changes should be assessed and authorized before they are deployed

Emergency changes should be authorized by as many people as possible to reduce risk

formal changes are typically implemented as service requests and authorized by the service desk

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

Performing baseline assessments

Understanding the business mission

Which describe a 'change authority'?

a model used to determine who will assess a change

A tool used to help plan changes

A way to manage the people aspects of change

Which statement about output is correct?

They contribute to the achievement of outcomes

They consist of several outcomes.

They capture customer demand for services

They contribute to the achievement of outcomes

They describes how the service performs.

Which statement about outcomes is CORRECT?

Outcomes rely on outputs to deliver results for a stakeholder.

Outcomes use activities to produce tangible or intangible deliverables.

Outcomes gives service consumers assurance of products or services

Outcomes help a service consumers to assess the cost of a specific activity

Which is an activity of the 'problem management' practice?

Prioritization of problems based on the risk that they pose

Restoration of normal service operation as quickly as possible

Prioritization of problems based on the risk that they pose

Authorization of changes to resolve the cause of problems.

Resolution of incidents in a time that meet customer expectations

Which will help solve incidents more quickly?

Escalating all incidents to support teams

Detailed procedural steps for incident investigation

Which two practices interact the MOST with the service desk practice?

Incident management and service request management

Service request management and deployment management

Deployment management and change enablement

Change enablement and incident management

Which is an activity of the 'incident management" practice?

Assessing and prioritizing improvement opportunities

Performing service reviews with customers

Providing good-quality updates when expected

Automating service requests to the greatest degree possible

Which is included in the purpose of the 'change enablement' practice?

Ensure that risks have been property assessed

Make new and changed services available for use

Ensure that risks have been property assessed

Record and report selected changes of state

Plan and manage the full lifecycle of all IT assets

Which activity is part of the 'continual improvement' practice?

Making business cases for improvement action

Identifying the cause of incidents and recommending related improvements

Authorizing changes to implement improvements

Logging and managing incidents that result in improvement opportunities

Making business cases for improvement action

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Service configuration management

Which is the BEST example of a standard change?

The Installation of a software application in response to a service request

The review and authorization of a change requested by a customer

The implementation of a critical software patch in response to a vendor security Issue

The Installation of a software application in response to a service request

The replacement of a component in response to a major incident

Which can act as an operating model for an organization?

The four dimensions of service management

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Progress iteratively with feedback

Collaborate and promote visibility

In which situation will incident management USUALLY use a separate process?

For information security incidents

Where no target resolution time exists

Where the cause must be diagnosed

For information security incidents

Which statement about service offerings is CORRECT?

The same product can be used as a basis for more than one service offering

Service offerings include the transfer of goods from the consumer to the prowler

Service offerings describe how providers and consumers cooperate to co-create value

Each service should be described to consumers as a single service offering

Which is a use of a change schedule?

Providing information about deployed changes to help manage incidents and problems

Speeding up the planning and authorization of emergency changes

Providing information about deployed changes to help manage incidents and problems

Providing a means of initiating and assessing normal changes

Tracking and managing improvement ideas from identification through to final action

Which statement about value streams is CORRECT?

Each value stream must be designed for a specific scenario

Each value stream must include all six value chain activities

Each value stream must be designed for a specific scenario

Each value stream must include all 34 ITIL practices

Each value stream must include suppliers or partners

Why should a service level manager carry out regular service reviews?

To capture information about service issues and performance against agreed goals

To ensure that agreements are written simply and are easy to understand

To collect information about service consumer goals and objectives

To capture information about service issues and performance against agreed goals

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Which practice's purpose includes creating closer more collaborative relationships?

Information security management

Service configuration management

ITIL ITILFND-V4 Practice Test 10 - Free Online Exam Prep & Questions

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ITIL ITILFND-V4 Practice Test 10

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