Which describes a standard change?

A change that is typically implemented as a service request

A high-risk change that needs very thorough assessment

A change that is typically implemented as a service request

A change that must be implemented as soon as possible

A change that needs to be scheduled, assessed and authorized following a defined process

How does information about problems and known errors contribute to 'incident management'?

It enables quick and efficient diagnosis of incidents

It enables the reassessment of known erros

It enables quick and efficient diagnosis of incidents

It removes the need for collaboration during incident resolution

It removes the need for regular customer updates

Which describes normal changes?

Changes that need to be scheduled and assessed following a process

Changes that are low-risk and pre-authorized

Changes that are typically initiated as service requests

Changes that must be implemented as soon as possible

Which statement about outcomes is CORRECT?

Service providers help service consumers achieve outcomes

Outcomes help service consumers achieve outputs

Outcomes are one or more services that fulfil the needs of a service consumer

Service providers help service consumers achieve outcomes

Helping service consumers achieve outcomes reduces service provider costs

What are the three phases of 'problem management'?

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

Which is a purpose of the 'engage' value chain activity?

Providing transparency and good relationships

Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization's vision is understood

Providing transparency and good relationships

What is described by the service value system?

How all the components and activities of the organization work together as a system to enable value creation

How to apply the systems approach of the guiding principle think and work holistically

Services based on one or more products, designed to address needs of a target consumer group

How all the components and activities of the organization work together as a system to enable value creation

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

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Progress iteratively with feedback

Any financially valuable component that can contribute to delivery of an IT product or service

The removal of anything that could have a direct or indirect effect on services

Any component that needs to be managed in order to deliver a service

A request from a user that initiates a service action

Any financially valuable component that can contribute to delivery of an IT product or service

Which of these should be logged and managed as a problem?

Trend analysis shows a large number of similar incidents

A user requests delivery of a laptop

A monitoring tool detects a change of state for a service

'Continual improvement' needs to prioritize an improvement opportunity

Which guiding principle recommends coordinating all dimensions of service management?

Progress iteratively with feedback

What is the purpose of the 'relationship management' practice?

To establish and nurture the links between the organization and its stakeholders

To support the agreed quality of a service handling all agreed, userinitiated service requests

To set clear business-based targets for service performance

To establish and nurture the links between the organization and its stakeholders

To align the organization's practices and services with changing business needs

How should the workflow for a new service request be designed?

Leverage existing workflows whenever possible

Use a single workflow for all types of service request

Leverage existing workflows whenever possible

Use different workflows for each type of service request

Avoid workflows for simple service requests

What is the purpose of the 'information security management1 practice?

To protect the information needed by the organization to conduct its business

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To observe services and service components

To protect the information needed by the organization to conduct its business

To plan and manage the full lifecycle of all IT assets

How should automation be implemented?

By replacing human intervention wherever possible

By initially concentrating on the most complex tasks

By optimizing as much as possible first

By replacing human intervention wherever possible

By replacing the existing tools first

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

Identifying and logging opportunities

Populating and maintaining the asset register

Providing a clear path for users to report issues, queries, and requests

Delivering tactical and operational engagement with customers

Identifying and logging opportunities

Which competencies are required by the 'service level management' practice?

Business analysis and commercial management

Problem investigation and resolution

Incident analysis and prioritization

Business analysis and commercial management

Balanced scorecard reviews and maturity assessment

Which statement about costs is CORRECT?

Costs removed from the consumer are part of the value proposition

Costs removed from the consumer are part of service consumption

Costs imposed on the consumer are costs of service utility

Costs removed from the consumer are part of the value proposition

Costs imposed on the consumer are costs of service warranty

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Service configuration management

What should be done to determine the appropriate metrics for measuring a new service?

Using operational data to provide detailed service reports

Measuring the performance over the first six months, and basing a solution on the results

Asking customers to provide numerical targets that meet their needs

Using operational data to provide detailed service reports

Asking customers open questions to establish their requirements

What should be used to set user expectations for request fulfilment times?

The time needed to realistically deliver the service

The consumer demand for the service

The time that the customer indicates for service delivery

The service levels of the supplier

The time needed to realistically deliver the service

Which describes outcomes?

Results desired by a stakeholder

Tangible or intangible deliverables

Results desired by a stakeholder

Configuration of an organization's resources

Functionality offered by a product or service

How should an organization adopt continual improvement methods?

Select a few key methods for the types of improvement that the organization handles

Use a new method for each improvement the organization handles

Select a few key methods for the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

ITIL ITILFND-V4 Practice Test 2 - Free Online Exam Prep & Questions

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Incident management

Monitoring and event management

Change control

Information security management

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