Which guiding principle considers the importance of customer loyalty?

Progress iteratively with feedback

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Progress iteratively with feedback

Collaborate and promote visibility

Progress iteratively with feedback

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

Evaluate measurements and metrics

What is important for a 'continual improvement register' (CIR)?

Improvement ideas are documented, assessed and prioritized

Improvement ideas from many sources are kept in a single CIR

Improvement ideas that are not being actioned immediately are removed from the CIR

Improvement ideas are tested, funded and agreed

Which is a purpose of the 'service level management' practice?

To set clear business-based targets for service levels

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

To ensure that the organization's suppliers and their performance are managed appropriately

To set clear business-based targets for service levels

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

Which is an example of a business related measurement?

The number of passengers checked in

The average time to response to change requests

The average resolution time for incidents

The number of problems resolved

Which statement about the automation of service requests is CORRECT?

Service requests and their fulfillment should be automated as much as possible

Service requests that cannot be automated should be handled as incidents

Service requests and their fulfillment should be automated as much as possible

Service requests that cannot be automated should be handled as problems

Service requests and their fulfillment should be carried out by service desk staff without automation

What is a change schedule PRIMARILY used for?

To help plan changes, assist in communication and avoid conflicts

To help plan, authorize and schedule emergency changes

To publish a list of service requests that users can select

To ensure that a single change authority reviews every change

To help plan changes, assist in communication and avoid conflicts

Which describes the utility of a service?

A service that supports the performance of the consumer

A service that meets its service level targets

A service that increases constraints on the consumer

A service that supports the performance of the consumer

Which two practices use workarounds?

Problem management and incident management

Change enablement and continual improvement

Change enablement and problem management

Problem management and incident management

Incident management and continual improvement

Which statement about the 'change enablement' practice is CORRECT?

Normal changes are triggered by the creation of a change request which can be created manually or automated

Standard changes are those that need to be scheduled, assessed and authorized following a standard process

Normal changes are triggered by the creation of a change request which can be created manually or automated

Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Which is included in the purpose of the 'deliver and support' value chain activity?

Meeting stakeholder expectations for time to market

Understanding the organization's service vision

Understanding stakeholder needs

Providing services to agreed specifications

What must always be done before an activity is automated?

Check that the activity has already been optimized

Check that suitable new technology has been purchased

Ensure that DevOps has been successfully implemented

Ensure the solution removes the need for human intervention

What is a change schedule used for?

To help authorize standard changes

To help assign a change authority

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Service configuration management

Which is an external input to the service value chain?

The 'improve' value chain activity

Which is included in the purpose of the 'service level management' practice?

To set clear business-based targets for service levels

To maximize the number of successful service and product changes

To ensure accurate information about the configuration of services is available

To set clear business-based targets for service levels

To ensure that suppliers and their performance are managed appropriately

Which usually requires a team of representatives from many stakeholder groups?

Authorizing an emergency change

What is the definition of a known error?

A problem that has been analyzed and has not been resolved

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

A cause, or potential cause, of one or more incidents

A problem that has been analyzed and has not been resolved

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

Which will NOT be handled as a service request?

The replacement of a toner cartridge

A complaint about a support team

Which directly assists with the diagnosis and resolution of simple incidents?

Scripts for collecting user information

Fulfillment of service requests

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Design controls and metrics first, then remove those not adding value

Only add controls and metrics when they are needed

Design controls and metrics first, then remove those not adding value

Design controls and metrics and add them individually until all are implemented

Only add controls and metrics that are required for compliance

Which is a purpose of release management?

To make new and changed services available for use

To protect the organization's information

To handle user-initiated service requests

To make new and changed services available for use

To move hardware and software to live environments

ITIL ITILFND-V4 Practice Test 6 - 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 6

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