ITIL ITILFND-V4 Practice Test - Questions Answers, Page 9
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Which is a key consideration for the guiding principle 'keep it simple and practical'?
A.
Try to create a solution for every exception
B.
Start with a complex solution, then simplify
C.
Understand how each element contributes to value creation
D.
Ignore the conflicting objectives of different stakeholders
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
A.
Ideation, Design, Develop, Deploy, Test, Operate, Retire
B.
Retire, Test, Operate, Deploy, Ideation, Develop, Design
C.
None of the above
D.
Ideation, Test, Develop, Deploy, Design, Operate, Retire
Which practice provides a single point of contact for users?
A.
Incident management
B.
Change control
C.
Service desk
D.
Service request management
What should be done for every problem?
A.
It should have a workaround to reduce the impact
B.
It should be prioritized based on its potential impact and probability
C.
It should be resolved so that it can be closed
D.
It should be diagnosed to identify possible solutions
What type of change is MOST likely to be managed by the 'service request management' practice?
A.
An emergency change
B.
A normal change
C.
An application change
D.
A standard change
What are the types of asset management?
A.
IT asset management and software asset management
B.
Operational and technical management
C.
IT asset management and technical management
D.
Operational management and IT asset management
What should all 'continual improvement' decisions be based on?
A.
Accurate and carefully analysed data
B.
Details of how services are measured
C.
A recent maturity assessment
D.
An up-to-date balanced scorecard
Which practice identifies metrics that reflect a customer experience of a service?
A.
Continual improvement
B.
Service level management
C.
Service desk
D.
Problem management
Which of the following can be used to access service desks?
A.
Phone calls
B.
All of the above
C.
Text and social media messaging
D.
Email
What is the starting point for optimization?
A.
Standardizing practices and services
B.
Determining where the most positive impact would be
C.
Securing stakeholder engagement
D.
Understanding the vision and objectives of the organization
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