ITIL ITILFND-V4 Practice Test - Questions Answers, Page 20
Question list
List of questions
Related questions
What is defined as an unplanned interruption or reduction in the quality of a service?
A.
An incident
B.
A problem
C.
A change
D.
An event
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A.
It should always be used to support direct observation
B.
It should always be used instead of direct observation
C.
Measured data is always more accurate than direct observation
D.
The act of measuring always positively impacts results
What is an incident?
A.
The planned removal of an item that might affect a service
B.
A result enabled by one or more outputs
C.
A possible future event that could cause harm
D.
A service interruption resolved by the use of self-help tools
What is defined as a change of state that has significate for the management of an IT service?
A.
Event
B.
Incident
C.
Problem
D.
Known error
Which dimension includes the knowledge needed for the management of services?
A.
Organizations and people
B.
Value streams and processes
C.
Information and technology
D.
Partners and suppliers
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A.
Service offering
B.
Service provision
C.
Service management
D.
Service consumption
What is the PRIMARY use of a change schedule?
A.
To support the 'incident management' practice and improvement planning
B.
To manage emergency changes
C.
To plan changes and help avoid conflicts
D.
To manage standard changes
What are guiding principles?
A.
A set of interconnected activities that help an organization deliver a valuable service
B.
A description of one or more services that help address the needs of a target consumer group
C.
A set of specialized organizational capabilities for enabling value for customers
D.
Recommendations that help an organization when adopting a service management approach
Which guiding principle focuses on reducing costs and human errors?
A.
Focus and value
B.
Collaborate and promote visibility
C.
Optimize and automate
D.
Think and work holistically
What is the purpose of the 'incident management' practice?
A.
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B.
To capture demand for incident resolution and service requests
C.
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D.
To support the agreed service quality by effective handling of all agreed user-initiated service requests
Question