Which guiding principle considers customer and user experience?

Collaborate and promote visibility

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

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Service requests are usually normal changes that can be implemented quickly without authorization

Emergency changes are changes that must be fully tested and fully documented prior to implementation

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

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Which of these activities is carried out as part of 'problem management'?

Trend analysis of incident records

Diagnosing and resolving incidents

Escalating incidents to a support team for resolution

Trend analysis of incident records

What does 'change enablement' PRIMARILY focus on?

Changes to products and services

Changes to organizational structure

Changes to skills and competencies

Which is handled as a service request?

A compliment about an IT support team

An investigation to identify the cause of an incident

A compliment about an IT support team

An emergency change to implement a security patch

Which is a key requirement for a successful service level agreement (SLA)?

Using bundled metrics to relate performance to outcomes

Using individual metrics that relate to the service catalogue

Using bundled metrics to relate performance to outcomes

Using single-system-based metrics that relate to outputs

Using an agreement between the service provider and service supplier

Which is considered by the 'partners and suppliers' dimension?

Working with an integrator to manage relationships

Defining controls and procedures

Using formal roles and responsibilities

Working with an integrator to manage relationships

Which statement about the 'continual improvement' practice is CORRECT?

It is the role of senior management to authorize improvement initiatives.

Continual improvement participation should be limited to a small dedicated team.

It is the role of senior management to authorize improvement initiatives.

Training should be provided to those involved in continual improvement.

A single continual improvement register should be maintained by senior management.

Which does the ITIL service value system discourage?

Coordinated authorities and responsibilities

An SLA is a service level agreement.Which describes the 'watermelon SLA' effect?

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

A tangible or intangible deliverable of an activity

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

What is required by all service desk staff?

Demonstration of emotional intelligence

Knowledge of telephony technology

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Monitoring and event management

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Monitoring and event management

Which helps to streamline the fulfilment of service requests?

Understanding which service requests can be accomplished with limited approvals

Creating new workflows for every service request

Separating requests relating to service failures from the degradation of services

Eliminating service requests which have complex workflows

Which statement about outcomes is CORRECT?

They allow service consumers to achieve a desired result.

They are deliverables provided to service consumers.

They allow service consumers to achieve a desired result.

They provide products to service providers based on outputs.

The co-create value for service providers by reducing costs and risks.

Which guiding principle says that services and processes should NOT provide a solution for every exception?

Collaborate and promote visibility

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Monitoring and event management

When should a workaround be created?

When a problem cannot be resolved quickly

As soon as possible, once the incident is logged

After the resolution of a problem

When a problem cannot be resolved quickly

When a potential permanent solution has been identified

What is a configuration item?

Any component that needs to be managed in order to deliver an IT service

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

Any component that needs to be managed in order to deliver an IT service

Any change of state that has significance for the management of a service

A problem that has been analyzed but has not been resolved

Which is a use of the change schedule?

Deciding the approval authority for changes

Which statement about the 'incident management' practice is CORRECT?

It resolves the highest impact incidents first.

It identifies the cause of major incidents.

It authorizes changes to resolve incidents.

It maintains detailed procedures for diagnosing incidents.

It resolves the highest impact incidents first.

How should an organization prioritize incidents?

Use an agreed classification which is based on the business impact of the incident.

Ask the user for their preferred resolution timeframe.

Assess the availability of the appropriate support team.

Use an agreed classification which is based on the business impact of the incident.

Create an order of incidents based on the dates and times when they were logged.

Which is a purpose of the 'relationship management' practice?

To identify, analyze, monitor, and continually improve links with stakeholders

To systematically observe services and service components

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

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

To identify, analyze, monitor, and continually improve links with stakeholders

Which statement about problems is CORRECT?

Problem prioritization involves risk assessment.

Problems are not related to incidents.

Problems must be resolved quickly in order to restore normal business activity.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

Problem prioritization involves risk assessment.

Which is a risk that might be removed from a service consumer by an IT service?

Service provider ceasing to trade

Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Meeting stakeholder expectations

Understanding the organization's vision

Understanding stakeholder needs

Meeting stakeholder expectations

Ensuring service components are available

ITIL ITILFND-V4 Practice Test 7 - Free Online Exam Prep & Questions

Question 1 / 40

What is recommended by the guiding principle 'progress iteratively with feedback'?

A current state assessment that is carried out at the start of an improvement initiative

The identification of all interested parts at the start of an improvement initiative

An improvement initiative that is broken into a number of manageable sections

An assessment of how all the parts of an organization will affect an improvement initiative

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ITIL ITILFND-V4 Practice Test 7

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