What is NOT within the scope of service catalogue management?

Fulfilment of business service requests

Contribution to the definition of services

Interfaces between all services and supporting services

Interfaces between the service catalogue and service portfolio

Fulfilment of business service requests

What three elements make up the Service Portfolio?

Service pipeline, service catalogue and retired services

Customer portfolio, service catalogue and retired services

Customer portfolio, configuration management system and service catalogue

Service pipeline, service catalogue and retired services

Service pipeline, configuration management system and service catalogue

Who is responsible for defining metrics for change management?

The change management process owner

The change advisory board (CAB)

The continual service improvement manager

Which is an important principle of communication in service operation?

It has an intended purpose or a resultant actionD18912E1457D5D1DDCBD40AB3BF70D5D

Information should always be communicated

It has an intended purpose or a resultant actionD18912E1457D5D1DDCBD40AB3BF70D5D

Meetings are always the best method of communication

It is stored in the configuration management system

What do customer perceptions and business outcomes help to define?

Key performance indicators (KPIs)

Which statement about metrics is CORRECT?

Technology metrics can be used to measure component performance and availability

Process metrics can be used to measure end-to-end service performance

Technology metrics can be used to measure component performance and availability

Process metrics can be used to measure the utilization of a supplier's network

Technology metrics can be used to determine the overall health of a process

What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Verifying that improvement targets have been achieved

The production of a detailed CSI plan

Verifying that improvement targets have been achieved

Understanding priorities for improvement

Which is an example of improving service utility using service management automation?

Pre-determined routing of a service request

Reducing the time to compile service data

Monitoring service availability

What is the CORRECT definition of service management?

A set of specialized organizational capabilities for delivering value to customers in the form of services

A set of specialized assets for transitioning services into the live operational environment

A set of specialized organizational capabilities for delivering value to customers in the form of services

The capability of supplier to deliver services to providers in exchange for money

The capability of service providers to minimize their costs without reducing the value of the services

Which is the correct combination of items that makes up an IT service?

Information technology, people and processes

Customers, providers and documents

Information technology, people and processes

Information technology, networks and people

People, processes and customers

What can be used to help determine the impact level of a problem?

Configuration management system (CMS)

Statement of requirements (SOR)

Standard operating procedures (SOP)

Which are the elements of process control?

Process owner, policy and objectives

Work instructions, procedures and roles

Resources, capabilities and metrics

Process owner, policy and objectives

Which processes are responsible for the regular review of underpinning contracts?

Supplier management and service level management

Supplier management and change management

Availability management and service level management

Supplier management and availability management

Which statement BEST describes the value of service strategy to the business?

It enables the service provider to understand what levels of service will make their customers successful

It allows higher volumes of successful change

It reduces unplanned costs through optimized handling of service outages

It reduces the duration and frequency of service outages

It enables the service provider to understand what levels of service will make their customers successful

What is a definition of a service improvement plan (SIP)?

A formal plan to implement improvements to a service or process

A formal plan to implement improvements to a customer's business processes

An input from availability management to service level management, detailing the service design plan

A formal plan to implement improvements to a service or process

An input from financial management for IT services to service level management, detailing the budget plan

Which statement about the known error database (KEDB) is CORRECT?

It is maintained by problem management and is used by the service desk to help resolve incidents

It is maintained by the service desk and updated with the details of each new incident

It is a part of the configuration management database (CMDB) and contains workarounds

It is maintained by problem management and is used by the service desk to help resolve incidents

It is maintained by incident management and contains solutions to be implemented by problem management

What should a release policy include?

The naming convention and expected frequency of each type of release

The process owner and process manager for each type of release

The roles and responsibilities for incident and problem resolution

The naming convention and expected frequency of each type of release

The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)

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

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

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

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

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

Which practice would help a user gain access to an application that they need to use?

Service configuration management

Why should some service requests be fulfilled with no additional approvals?

To streamline the fulfillment workflow

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfillment workflow

To set user expectations for fulfillment times

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

To be the entry point and single point of contact for the service provider with all of its users

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

To be the entry point and single point of contact for the service provider with all of its users

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

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

Which are elements of the service value system?

Governance, service value chain, practices

Service provision, service consumption, service relationship management

Governance, service value chain, practices

Customer value, stakeholder value, organization

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

It should always be used to support direct observation

It should always be used instead of direct observation

Measured data is always more accurate than direct observation

The act of measuring always positively impacts results

A service interruption resolved by the use of self-help tools

The planned removal of an item that might affect a service

A result enabled by one or more outputs

A possible future event that could cause harm

A service interruption resolved by the use of self-help tools

What is the PRIMARY use of a change schedule?

To plan changes and help avoid conflicts

To support the 'incident management' practice and improvement planning

To plan changes and help avoid conflicts

What are guiding principles?

Recommendations that help an organization when adopting a service management approach

A set of interconnected activities that help an organization deliver a valuable service

A description of one or more services that help address the needs of a target consumer group

A set of specialized organizational capabilities for enabling value for customers

Recommendations that help an organization when adopting a service management approach

Which guiding principle focuses on reducing costs and human errors?

Collaborate and promote visibility

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

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

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 support the agreed service quality by effective handling of all agreed user-initiated service requests

ITIL ITILFND-V4 Practice Test 5 - Free Online Exam Prep & Questions

Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

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ITIL ITILFND-V4 Practice Test 5

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