Which should be handled by 'service request management'?

A request to implement a security patch

A request to resolve an error in a service

A request to change a target in a service level agreement

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

Increasing collaboration and visibility for the improvement.

Restricting information about the improvement to essential stakeholders only.

Increasing collaboration and visibility for the improvement.

Involving customers after all planning has been completed.

Engaging every stakeholder group in the same way, with the same communication.

What is a definition of a problem?

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

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

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

An incident for which a full resolution is not yet available

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

Which action is performed by a service provider?

Ensuring access to agreed resources

Requesting required service actions

Authorizing budget for service consumption

Ensuring access to agreed resources

Which statement about 'continual improvement' is CORRECT?

Everyone in the organization is responsible for some aspects of 'continual improvement'

All improvement ideas should be logged in a single 'continual improvement register'

A single team should carry out 'continual improvement' across the organization

'Continual improvement' should have minimal interaction with other practices

Everyone in the organization is responsible for some aspects of 'continual improvement'

Which describes a 'change authority'?

A model used to determine who will assess a change

A way to manage the people aspects of change

Which statement about service relationship management is CORRECT?

It requires co-operation of both the service provider and service consumer

It focuses on the service actions performed by users

It requires the service consumer to create resources for the service provider

It requires co-operation of both the service provider and service consumer

It focuses on the fulfilment of the agreed service actions

What is the MOST important reason for prioritizing incidents?

To ensure that incidents with highest impact are resolved first

To ensure that user expectations are realistic

To ensure that incidents with highest impact are resolved first

To help information-sharing are learning

To provide links to related changes and known errors

Which 'service level management' activity helps staff to deliver a more business-focused service?

Understanding the ongoing requirements of customers

Creating targets based on the percentage of uptime of a service

Understanding the ongoing requirements of customers

Using complex technical terminology in service level agreements (SLAs)

Measuring low-level operational activities

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Service configuration management

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

Collaborate and promote visibility

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

To systematically observe services and service components

To restore normal service operation as quickly as possible

To manage workarounds and known errors

To capture demand for incident resolution and service requests

To systematically observe services and service components

Which statement about outcome is CORRECT?

Outcomes rely on outputs to deliver results for a stakeholder

Outcomes use activities to produce tangible or intangible deliverables

Outcomes give service consumers assurance of products or services

Outcomes help a service consumer to assess the cost of a specific activity

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

The flow of the model helps organizations to link improvements to its goals

Organizations should work through the steps of the model in the sequence in which they are presented

The flow of the model helps organizations to link improvements to its goals

The model is applicable to only certain parts of the service value system

Organizations should use an additional model or method to link improvements to customer value

What is the definition of warranty?

A means of determining whether a service is fit for use

A means of identifying events that could cause harm or loss

A means of determining whether a service is fit for purpose

A means of identifying a result for a stakeholder

A means of determining whether a service is fit for use

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Information security management

Service configuration management

Which statement about value creating activities is CORRECT?

Each value stream should be designed with a specific combination of service value chain activities

Service value chain activities have pre-determined dependencies on ITIL practices

A value stream is an operating model for creating value through products and services

Organizations should ensure that each value stream is applicable to many scenarios

Which is provided by the 'engage' value chain activity?

Ensuring that stakeholder needs are understood by the organization

Ensuring that stakeholder expectations for quality are met

Ensuring that stakeholder needs are understood by the organization

Ensuring that service components are available when needed

Ensuring that services are operated to meet agreed specifications

Which is part of the 'focus on value' guiding principle?

Understanding what services help the service consumer

Reducing the number of steps in the customer experience

Assessing services to identify parts that can be reused

Identifying activities that can be achieved in smaller iterations

Which is part of the definition of a customer?

The role that defines the requirements for a service

A means of enabling value co-creation

The role that authorizes budget for service consumption

A set of specialized organizational capabilities for enabling value

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Collaborate and promote visibility

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

To move new or changed components to live environments

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

To make new and changed services and features available for use

To move new or changed components to live environments

To plan and manage the full lifecycle of all IT assets.

Which statement about change authorities is CORRECT?

Change authorities are assigned for each type of change and change model

Change authorities are only required for authorizing emergency changes

Change authorities are assigned when each change is deployed

Change authorities are only required for authorizing normal changes

Change authorities are assigned for each type of change and change model

When is the earliest that a workaround can be documented in 'problem management'?

After the problem has been analyzed

After the problem has been logged

After the problem has been prioritized

After the problem has been analyzed

After the problem has been resolved

Which is an activity of 'problem identification'?

Analyzing information from software developers

Establishing problem workarounds

Analyzing the cause of problems

Establishing potential permanent solutions

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Service configuration management

Which statement about standard changes is CORRECT?

The change does not require additional authorization

A full assessment should be completed each time the change is implemented

The change can be implemented with less testing if necessary

The appropriate change authority should be assigned to each type of change

The change does not require additional authorization

Which statement about the 'service request management' practice is CORRECT?

Service requests are fulfilled using simple workflows

A new workflow is created for each type of request

Additional approval is sometimes needed for restoration of service

Financial authorization is sometimes required for service requests

ITIL ITILFND-V4 Practice Test 8 - Free Online Exam Prep & Questions

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ITIL ITILFND-V4 Practice Test 8

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ITIL ITILFND-V4 Practice Tests

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