Arrange the following steps of software lifecycle in correct order.1. Retire2. Test3. Operate4. Deploy5. Ideation6. Develop7. Design

Ideation, Design, Develop, Deploy, Test, Operate, Retire

Retire, Test, Operate, Deploy, Ideation, Develop, Design

Ideation, Test, Develop, Deploy, Design, Operate, Retire

What should be done for every problem?

It should be prioritized based on its potential impact and probability

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions

What are the types of asset management?

IT asset management and software asset management

Operational and technical management

IT asset management and technical management

Operational management and IT asset management

What should all 'continual improvement' decisions be based on?

Accurate and carefully analysed data

Details of how services are measured

An up-to-date balanced scorecard

Which of the following can be used to access service desks?

Text and social media messaging

What is the starting point for optimization?

Understanding the vision and objectives of the organization

Standardizing practices and services

Determining where the most positive impact would be

Securing stakeholder engagement

Understanding the vision and objectives of the organization

Which is the purpose of the 'monitoring and event management' practice?

To systematically observe services and service components, and record and report selected changes of state

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

To systematically observe services and service components, and record and report selected changes of state

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

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

Which of the following is an example of incident?

An application is not available during the business hours

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

A user has requested access to a shared repository

A user wants to reset the password of a server

Which is NOT a key focus of the 'information and technology' dimension?

Workflow management and inventory systems

Communication systems and knowledge bases

Something created by carrying out an activity

A possible event that could cause harm or loss

Something created by carrying out an activity

A change of state that has significance for the management of a configuration item

Which is a purpose of the 'service desk' practice?

To capture demand for incident resolution and service requests

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

To maximize the number of successful IT changes by ensuring risks are properly assessed

What should be done first when applying the 'focus on value' guiding principle?

Determine who the service consumer is in each situation

Identify all suppliers and partners involved in the service

Determine the cost of providing the service

Identify the outcomes that the service facilitates

Determine who the service consumer is in each situation

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

The problem remains in the known error status

A change request is submitted to change control

Problem management restores the service as soon as possible

What is the purpose of service level management?

To ensure that all current and planned IT services are delivered to agreed achievable targets.

To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

To ensure that all current and planned IT services are delivered to agreed achievable targets.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

Any change of state that has significance for the management of a service or other configuration item

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

Any change of state that has significance for the management of a service or other configuration item

An unplanned interruption to a service or reduction in the quality of a service

Which of the following is an example of workaround?

A server is restarted to resolve an incident

A defective network switch is replaced with a new one

An email server is restored after an incident is reported

Server memory is increased when the server is unresponsive

A server is restarted to resolve an incident

How does categorization of incidents assist the 'incident management' practice?

It helps direct the incident to the correct support area

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

It ensures that incidents are resolved in timescales agreed with the customer

Identify the missing words in the following sentence.The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

'focus on value' guiding principle

'service request management' practice

four dimensions of service management

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Service relationship management

How do all value chain activities transform inputs to outputs?

By using a combination of practices

By using a single functional team

By implementing process automation

Why should incidents be prioritized?

To ensure that incidents with the highest business impact are resolved first

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

To ensure that incidents with the highest business impact are resolved first

To encourage a high level of collaboration within and between teams

Which is the BEST example of an emergency change?

The implementation of a security patch to a critical software application

The implementation of a planned new release of a software application

A low-risk computer upgrade implemented as a service request

The implementation of a security patch to a critical software application

A scheduled major hardware and software implementation

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

Collaborate and promote visibility

What is the effect of increased automation on the 'service desk1 practice?

Greater ability to focus on customer experience when personal contact is needed

Increased ability to focus on fixing technology instead of supporting people

Greater ability to focus on customer experience when personal contact is needed

Elimination of the need to escalate incidents to support teams

Decrease in self-service incident logging and resolution

Which guiding principle recommends assessing the current state and deciding what can be reused?

Collaborate and promote visibility

Progress iteratively with feedback

What considerations influence the supplier strategy of an organization?

Corporate culture of the organization

Type of cooperation with suppliers

Corporate culture of the organization

ITIL ITILFND-V4 Practice Test 3 - Free Online Exam Questions 81-120

Which is a key consideration for the guiding principle 'keep it simple and practical'?

Try to create a solution for every exception

Start with a complex solution, then simplify

Understand how each element contributes to value creation

Ignore the conflicting objectives of different stakeholders

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ITIL ITILFND-V4 Practice Test 3

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