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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 11

Question list

List of questions

Question 101

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Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Question 102

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What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

Question 103

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What is the purpose of service level management?

Question 104

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Which is intended to help an organization adopt and adapt ITIL guidance?

Question 105

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What is an event?

Question 106

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Which practice is the responsibility of everyone in the organization?

Question 107

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Which of the following is an example of workaround?

Question 108

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How does categorization of incidents assist the 'incident management' practice?

Question 109

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What does the 'service request management' practice depend on for maximum efficiency?

Question 110

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Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's ob

Question 101

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Problem management

Incident management

Deployment management

Supplier management

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Question 102

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

The problem record is deleted

The problem remains in the known error status

A change request is submitted to change control

Problem management restores the service as soon as possible

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Question 103

What is the purpose of service level management?

To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

To ensure that all current and planned IT services are delivered to agreed achievable targets.

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

To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

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Question 104

Which is intended to help an organization adopt and adapt ITIL guidance?

The four dimensions of service

Practices

The service value chain

The guiding principles

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Question 105

What is an event?

The addition, modification, or removal of anything that could have a direct or indirect effect on services

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

Cause of one or more incidents

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

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Question 106

Which practice is the responsibility of everyone in the organization?

Change control

Problem management

Service level management

Continual improvement

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Question 107

Which of the following is an example of workaround?

A defective network switch is replaced with a new one

An email server is restored after an incident is reported

Server memory is increased when the server is unresponsive

A server is restarted to resolve an incident

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Question 108

How does categorization of incidents assist the 'incident management' practice?

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

It ensures that incidents are resolved in timescales agreed with the customer

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Question 109

What does the 'service request management' practice depend on for maximum efficiency?

Self-service tools

Compliments and complaints

Processes and procedures

Incident management

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Question 110

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

'focus on value' guiding principle

service value system

'service request management' practice

four dimensions of service management

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Total 503 questions