Which is included in the purpose of the 'improve' value chain activity?

Ensuring the continual improvement of practices across all value chain activities

Ensuring that services continually meet expectations for quality, costs, and lime to market

Ensuring a shared understanding of the improvement direction for services across the organization

Ensuring continual engagement and good relationships with all stakeholders

Which statement about emergency changes is CORRECT?

Emergency changes are not usually recorded in the change schedule

Emergency changes are low risk and well understood

Authorization of emergency changes may be deferred until after implementation

It is necessary to complete all documentation before an emergency charge is implemented

Emergency changes are not usually recorded in the change schedule

Which is the definition of an IT asset?

Any financially valuable component that contributes to a service

Any request from a user that is a normal part of service delivery

Any component that needs to be managed to deliver a service

Any change of state that has significance for the management of a service

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

Communication and collaboration

Which is an activity in the 'Problem control' phase of problem management?

Documenting the steps in workaround

Re-assessing a known error to manage the ongoing impact.

Reviewing incident records to identity trends

Implementing a technical fix to resolve an issue

Documenting the steps in workaround

Which is a key element of the 'think and work holistically' guiding principle?

Understanding the methods applicable to complex systems

Assessing which procedures can be re-used when improving a service

Understanding the methods applicable to complex systems

Eliminating metrics which do not contribute to achieving an objective

Using technology for standard tasks to give people time for complex activities

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Information security management

Monitoring and event management

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

Discarding existing processes before assessing their usefulness

Involving people who are not familiar with a service when observing and assessing its activities

Applying risk management when considering to introduce new processes

Using source data to avoid any unintentional data distortion found in reports

Discarding existing processes before assessing their usefulness

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 can a change schedule be used for?

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.

Tracking and managing improvement ideas from identification through to final action

Providing a way to initiate normal changes

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 links 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 a key requirement for successful service level agreements (SLAs)?

They should be written using language and terms which all parties will understand

They should be based on system-based metrics which are useful to the service provider

They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

They should avoid ambiguous targets such as those relating to user experience

Which statement about the purpose or the Monitoring and event management practice is TRUE?

Systematically observe services and service components and record and report selected changes of state identified as events

Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Systematically observe services and service components and record and report selected changes of state identified as events

Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

Which practice has a purpose that involves creating closer, more collaborative relationships?

Information security management

Service configuration management

The role that directs and controls an organization

The role that authorizes budget for service consumption

The role that defines the requirements for 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

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

Which of the following statements about 'outcomes' is TRUE?

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

The delivery of products to a stakeholder is enabled by outcomes

The level of expenses regarding a technology for a service is defined by an outcome

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

Outcomes provide assurance to stakeholders regarding the performance of a service

What ensures that service providers and service consumers continue to create value together?

Service relationship management

A good way to apply the ITIL guiding principle 'focus on value' is to:

Understand why services are used by service consumers

Understand the whole, but do something

Do less tasks but in a better way with higher quality

A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

Adopt a practice which is easy to follow

Communicate so that the audience will hear

Re-use nothing from the current state

Adopt a practice which is easy to follow

Understand that fast does not mean incomplete

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

Discarding existing processes before assessing their usefulness

Involving people who are not familiar with a service when observing and assessing its activities

Applying risk management when considering to introduce new processes

Using source data to avoid any unintentional data distortion found in reports

Discarding existing processes before assessing their usefulness

Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?

Organize work into small manageable units

Prohibit changes to plans after they have been finalized

Analyse the whole situation in detail before taking any action

Reduce the number of steps that produce tangible results

Organize work into small manageable units

ITIL ITILFND-V4 Practice Test 13 - Free Online Exam Prep & Questions

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

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ITIL ITILFND-V4 Practice Test 13

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ITIL ITILFND-V4 Practice Tests

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