How is a continual improvement register used?

To provide a structured approach to implementing improvements

To record requests for provision of a resource or service

To provide a structured approach to implementing improvements

To organize past, present, and future improvement ideas

To authorize changes to implement improvement initiatives

Which is an input to the service value system?

A need from consumers for new or changes services

The system of directing and controlling an organization

A model to help meet stakeholders expectations

Recommendations to help an organization in all aspects of its work

A need from consumers for new or changes services

Which organization delivers output or outcomes of a service?

A service provider delivers outputs of the service

A service consumer delivers outcomes of the service

A service provider delivers outcomes of the service

A service consumer delivers outputs of the service

A service provider delivers outputs of the service

What is used as a tool to help define and measure performance?

A continual improvement register

Which statement about the input and output of the value chain activities is CORRECT?

Each value chain activity receives inputs and provides outputs

The organization's governance will determine the inputs and outputs of each value chain activity

Some value chain activities only have input, whereas others only have outputs

Input and output are fixed for each value chain activity

Which is the FIRST action when optimizing a service?

Understand the organizational context

Which is described by the 'organizations and people' dimension of service management?

Communication and collaboration

What is the customer of a service responsible for?

Defining the requirements for the service

Authorizing the budget for the service

Defining the requirements for the service

Which BEST describe the focus of the 'think and work holistically' principle?

Integrating an organization's activities to deliver value

Considering the existing organizational assets before building something new

Integrating an organization's activities to deliver value

Eliminating unnecessary steps to deliver valuable outcomes

Breaking down large initiative into smaller pieces of work

Which practice has a purpose that includes managing authentication and non-repudation?

Information security management

Service Configuration management

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

Collaboration tools and techniques

Which is the FIRST thing to consider when focusing on value?

Identifying the service customer who will receive value

Defining customer experience and user experience

Understanding what is valuable to the service consumer

Ensuring value is co-created by improvement initiatives.

For which purpose would the continual improvement practice use a SWOT analysis?

Understanding the current state

Defining the future desired state

Ensuring everyone actively participates

What is the difference between the 'incident management' and 'service desk' practices?

Incident management restores service operation, service desk provides communication with users

incident management manages interruptions to service desk monitors achieved service quality

incident management resolves issues, service desk investigates the underlying causes of issues

incident management resolves complex issues, service desk resolve simpler issues.

Which is part of the value proposition of a service?

Costs removed from the consumer by the service

Costs imposed on the consumer by the service

Outputs of the service received by the consumer

Risks imposed on the consumer by the service

What is included in the purpose of the 'release management' practice?

Making new features available for use

Moving new software to live environments

Ensuring information about services is available

Why should a service level agreement include bundles of metrics?

To help focus on business outcomes, rather than operational result.

To ensure that the service levels have been agreed with customers

To reduce the number of metrics that need to be measured and reported

To ensure that all services are included in the service reports

To help focus on business outcomes, rather than operational result.

Which is an example of 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

Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.Which guiding principle recommends that the unnecessary work should be eliminated?

Progress iteratively with feedback

What ensures that a service provider and a service consumer continually co-create value?

Service relationship management

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

Service relationship management

The release management' practice

Which statement about outcomes is CORRECT?

An outcome depends on at least one output to deliver a result

Outcomes enable products to be delivered to a stakeholder

An outcome defines the amount of money spent on technology for a service

An outcome depends on at least one output to deliver a result

Outcomes provide assurance to stakeholders on how a service performs

ITIL ITILFND-V4 Practice Test 12 - Free Online Exam Prep & Questions

Spam

Selling illegal goods, money scams etc.

Hate Speech

Serious attack on a group.

Harassment and bullying

Harassing an individual (including doxing)

Harmful activities

Threatening or glorifying violence or serious harm, including self-harm

Adult content (Consensual)

Nudity/Sexual content

Sexual exploitation and abuse (child safety)

Sexually explicit or suggestive imagery or writing involving minors

Sexual exploitation and abuse (adults and animals)

Sexually explicit or suggestive imagery or writing involving non-consenting adults or non-humans

Plagiarism

Reusing content without attribution (link and blockquotes)

Poorly written

Not in English or has very bad formatting, grammar, and spelling

Inappropriate credential

Author's credential is offensive, spam, or impersonation

Other

Ex. Illegal content, incomplete question...

ITIL ITILFND-V4 Practice Test 12

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