ITIL ITILFND-V4 Practice Test - Questions Answers, Page 5
Question list
List of questions
Related questions
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
A.
Incident management
B.
Monitoring and event management
C.
Change control
D.
Information security management
Which describes a standard change?
A.
A high-risk change that needs very thorough assessment
B.
A change that is typically implemented as a service request
C.
A change that must be implemented as soon as possible
D.
A change that needs to be scheduled, assessed and authorized following a defined process
How does information about problems and known errors contribute to 'incident management'?
A.
It enables the reassessment of known erros
B.
It enables quick and efficient diagnosis of incidents
C.
It removes the need for collaboration during incident resolution
D.
It removes the need for regular customer updates
Which practice owns and manages issues, queries and requests from users?
A.
Service desk
B.
Problem management
C.
Incident management
D.
Change control
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A.
A customer
B.
A user
C.
A configuration item (CI)
D.
An IT asset
Which stakeholders co-create value in a service relationship?
A.
Investor and consumer
B.
Investor and supplier
C.
Consumer and provider
D.
Provider and supplier
Which describes normal changes?
A.
Changes that need to be scheduled and assessed following a process
B.
Changes that are low-risk and pre-authorized
C.
Changes that are typically initiated as service requests
D.
Changes that must be implemented as soon as possible
What is the expected outcome from using a service value chain?
A.
Service value streams
B.
Value realization
C.
Customer engagement
D.
The application of practices
Which statement about outcomes is CORRECT?
A.
Outcomes help service consumers achieve outputs
B.
Outcomes are one or more services that fulfil the needs of a service consumer
C.
Service providers help service consumers achieve outcomes
D.
Helping service consumers achieve outcomes reduces service provider costs
Which skill is an essential part of the 'service level management' practice?
A.
Problem analysis
B.
Technical knowledge
C.
Listening
D.
Diagnosis
Question