What is the CORRECT order for the three phases of problem management?

Problem identification problem control error control

Problem control, error control problem identification

Error control, problem control, problem identification

Problem identification problem control error control

Problem identification error control problem control

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 resolves complex issues, service desk reserves simpler issues

Incident What is the difference between the 'incident management' and 'service

Incident management manages interruptions to services, service desk monitors achieved service quality

Which of the following statements about change authorization is CORRECT?

The change type and model is the basis for assigning the change authority

Every time a standard change is requested a change authority is assigned

The technician making an emergency change can authorize such changes

The change type and model is the basis for assigning the change authority

Ensuring that changes are authorized after their deployment is done by the change authority

Which of the following is a necessity to a successful service level agreement (SLAs)?

The language and terms used in the SLA should be commonly understood by all parties

Base the SLA on system-based metrics that are useful to the service provider

In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next

Vague targets, such as those related to user experience should be avoided

Which is the MOST LIKELY way of resolving major incidents?

A temporary team working together to identity a resolution

Users establishing a resolution using serf-help

The service desk identifying the cause and a resolution

A temporary team working together to identity a resolution

A support team following detailed procedures for investigating the incident

Which statement about a continual improvement register (CIR)' is TRUE?

Used to track and manage improvement ideas from identification through to final action

Used to help plan changes, assist in communication avoid conflicts and assign resources

Used to select the right method, model or technique for identifying improvements

Used to track and manage improvement ideas from identification through to final action

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

What is the value of a service?

The benefits, usefulness, or importance of the service, as perceived by the stakeholders

The amount of money that is created or saved for the service consumers by using the service.

A tangible or intangible deliverable of the service

A result for a stakeholder enabled by the outputs of the service

Which of the following guiding principles proposes the elimination of unnecessary work?

Progress iteratively with feedback

What is including in the purpose of the relationship management practice?

Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders.

Creating collaborative relationships with key suppliers to uncover and realize new value.

Setting clear business-based targets so that the delivery of a service can be properly assessed

Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders.

Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

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

Ensure the continual improvement of practices across all value chain activities

Ensure services continually meet expectations for quality costs, and time to market

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

Ensure continual engagement and good relationships with all stakeholders

What is included in the purpose of the 'IT asset management' practice?

Supporting decision-making about purchase, re-use. retirement, and disposal of assets

Moving assets to live or other environments for testing or staging

Supporting decision-making about purchase, re-use. retirement, and disposal of assets

Making new and changed assets available for use

Providing information on how assets are configured and the relationships between them

Which practice conducts reviews to validate that services are covering the needs of the customer?

Monitoring and event management

What is the MOST LIKELY reason mat incident management would need a temporary team to work together?

To resolve a complex or major incident

To escalate an incident to a supplier or partner

So users can resolve their own incidents with self-help

To resolve a complex or major incident

So customers and users are provided with timely updates

ITIL ITILFND-V4 Practice Test 14 - 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 14

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