Which statement about a service value stream is CORRECT?

It integrates practices for a specific scenario

it uses inputs and outputs prescribed by ITIL

It is a service value chain activity

It integrates practices for a specific scenario

It provides an operating model for service providers

A service offering may include, access to resources, and service actions, which is an example of a service action?

A service desk agent provides support to user.

A mobile phone enables a user to work remotely

A password allows a user connect to a Wifi network

A license allows a user to install a software product

A service desk agent provides support to user.

Which activity is part of the 'continual improvement practice?

Prioritizing and creating business cases for improvement initiatives.

handing compliments and complaints from user to identify improvements.

Improving relationships with and between stakeholders.

Prioritizing and creating business cases for improvement initiatives.

Identifying the cause unplanned interruptions to service.

Which Practice includes management of workarounds and known errors?

Monitoring and event management

Service configuration management

Which Guiding principle says that it is not usually necessary to build something new?

Progress iteratively with feedback

How are target resolution times used in the 'incident management' practice?

They are agreed, documented, and communicated to help set user expectations

They are established, reviewed, and reported to ensure that customers are happy with the service

They are initiated, approved, and managed to ensure that predictable responses are achieved

They are scheduled, assessed and authorized to reduce the risk of service failures

Which statement about managing incidents is CORRECT?

Low impact incidents should be resolved efficiently so the resource required is reduced

Low impact incidents should be resolved efficiently, making logging unnecessary

The 'incident management' practice should use a single process regardless of the impact of the incident

Low impact incidents should be resolved efficiently so the resource required is reduced

Incidents with the lowest impact should be resolved first

Which statement about the service value chain is CORRECT?

Each value chain activity uses different combinations of practices to convert inputs into outputs

The service value chain converts value into demand

Each value chain activity uses different combinations of practices to convert inputs into outputs

Each value chain activity identifies a requirement for resources from an external supplier

The service value chain uses value streams to describe a combination of consumers and providers

What describes how components and activities work together to facilitate value creation?

The four dimensions of service management

What should be considered as part of the 'partners and suppliers' dimension?

The level of integration and formality involved in the relationships between organizations

The activities, workflows, controls and procedures needed to achieve the agreed objectives

The information created, managed and used in the course of service provision and consumption

The required skills and competencies of teams and individual members of the organization

Which is a recommendation of the guiding principle 'think and work holistically'?

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Conduct a review of existing service management practices and decide what to keep and what to discard

Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

Review service management practices and remove any unnecessary complexity

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

What impact does automation have on a service desk?

Less low level work and a greater ability to focus on user experience

Increased phone contact and a reduced ability to focus on user experience

Ability to work from multiple locations, geographically dispersed

Ability to work from a single centralised location

In service relationships, what is a benefit of identifying consumer roles?

It enables effective stakeholder management

It provides shared service expectations

It removes constraints from the customer

It enables a common definition of value

Which includes governance, management practices, and continual improvement?

The 'deliver and support' value chain activity

The 'focus on value' guiding principle

The 'value stream and processes' dimension

Which statement about service requests is CORRECT?

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Complex service requests should be dealt with as normal changes

Service requests that require simple workflows should be dealt with as incidents

Service requests require workflows that should use manual procedures and avoid automation

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Which describes the 'plan' value chain activity?

It ensures a shared understanding of the current status and vision for all products and services across the organization

It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations

It ensures that service components are available when and where they are needed, and meet agreed specifications

It ensures continual improvement of products, services, and practices across all value chain activities

Which statement about the 'optimize and automate' guiding principle is CORRECT?

Automation frees human resources for more complex activities

Activities should be automated before they are optimized

Automation is best applied to non-standard tasks

Technology eliminates the need for human intervention

Automation frees human resources for more complex activities

What is the MAIN benefit of 'problem management'?

Managing workarounds and known errors

Restoring normal service as quickly as possible

Reducing the number and impact of incidents

Maximizing the number of successful changes

Managing workarounds and known errors

Which guiding principle discourages 'silo activity'?

Collaborate and promote visibility

Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

Monitoring and event management

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

Service providers are able to respond more quickly to customer needs

Bottlenecks in the service provider's workflow are identified.

The complexities of the service provider's IT systems are identified.

The service provider gains a better understanding of the customer experience.

Which costs are included in the value proposition of a service?

The benefits, usefulness. and importance of the service that are perceived by the service consumer

Additional expense that the service consumer has because they are using the service

Money that the service consumer no longer needs to spend because they are using the service

Tangible or intangible results for the service consumer because they are using the service

The benefits, usefulness. and importance of the service that are perceived by the service consumer

Which BEST describes the purpose of the 'improve' value chain activity?

To continually improve all products and services across all value chain activities

To organize a major improvement initiative into several smaller initiatives

To make new and improved services and features available for use

To ensure a shared understanding of the vision and improvement direction for all products and services

To continually improve all products and services across all value chain activities

ITIL ITILFND-V4 Practice Test 9 - 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 9

Question

ITIL ITILFND-V4 Practice Tests

Practice Tests