Which ITIL concept helps an organization to make good decisions?

Four dimensions of service management

Which is a recommendation for applying the guiding principle 'keep it simple and practical?

If a practice is easier to follow it is more likely to be adopted

Communicate in a way the audience can hear

Sometimes nothing from the current state can be re used

If a practice is easier to follow it is more likely to be adopted

Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

Monitoring and event management

Which is a way of applying the guiding principle 'focus on value'?

Understanding how service consumers use services

Comprehending the whole, but doing something

Recognizing the complexity of systems

Doing fewer things, but doing them better

Which of the following is NOT recommended by the guiding principle 'start where you are?

Building something completely new

Asking questions that appear to be stupid

Identifying what is available to be leveraged

Building something completely new

Collecting data directly from the source

Which is a use of a continual improvement register?

Tracking and managing improvement ideas from identification through to final action

Planning changes, assisting in communication, avoiding conflicts, and assigning resources

Selecting the right method, model or technique for identifying improvements

Tracking and managing improvement ideas from identification through to final action

Describing the services designed to meet the needs of a consumer group

How can a service consumer contnbute to the reduction of nsk?

By fully understanding then own requirements for the service

By providing the service in accordance with requirements

By ensuring that the service provider's resources are correctly configured

By fully understanding then own requirements for the service

By managing the detailed level of risk on behalf of the service provider

In which case would a problem be logged?

When the cause is identified but not resolved

After analysis of error information from a supplier

When a user reports an unplanned service interruption

Alter a workaround is identified and documented

Which service request management decisions require that policies are established'?

Deciding which service requests require approval

Deciding how degradations of service are resolved

Deciding how to handle service requests where the steps are unknown

Deciding which service requests require approval

Deciding when workarounds should be used

Which of the following is included in the purpose of the 'continual improvement' practice?

The alignment of the organization's practices and services with changing business needs

The restoration of normal service operation as quickly as possible

The establishment of Inks between the organization and its stakeholders at strategic and tactical levels

The alignment of the organization's practices and services with changing business needs

The reduction of the likelihood and impact of incidents

Which is an example of a problem control activity?

Documenting the steps in a workaround

Reviewing incident records to identify trends

Implementing a technical fix to resolve an issue

Re-assessing a known error to understand the ongoing impact

Documenting the steps in a workaround

Which of the following is the MOST important for the effective incident management?

Collaboration tools and techniques

Which is an example o' a service request?

A request for normal operation to be restored

A request to implement a security patch

A request to investigate the cause of an incident

Which is CORRECT about change authorization?

Assignment of the change authority is based on the charge type and model

A change authority is assigned each time a standard change is requested

Emergency changes are authorized by the technician making the change

Assignment of the change authority is based on the charge type and model

The chance authority will ensure changes are authorized after they are deployed

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

Monitoring and event management

What is MOST LIKELY to be handled as a service request?

Providing a virtual server for a development team

An emergency change to apply a security patch

The implementation of a workaround

Providing a virtual server for a development team

Managing an interruption to a service

What is the definition of "service management"?

A set of specialized organizational capabilities for enabling value for customers in the form of services.

A result for a stakeholder enabled by one or more outputs

A formal description of one or more services, designed to address the needs of a target consumer group

Join activities performed by a service provider and a service consumer to ensure continual value co-creation

A set of specialized organizational capabilities for enabling value for customers in the form of services.

Which is a description of service provision?

Activities that an organization performs to deliver services

A formal description of one or more services, designed to address the needs of a service consumer

Activities that an organization performs to deliver services

A way to help create value by facilitating outcomes that service consumers need

Cooperation between two organizations to ensure that a service delivers value

ITIL ITILFND-V4 Practice Test 11 - Free Online Exam Prep & Questions

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

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ITIL ITILFND-V4 Practice Test 11

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