ITILFND V4 practice test

1. Question 1 · 1

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

   Choose one answer.

   • 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

2. Question 2 · 1

   Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

   Choose one answer.

   • Service desk
   • Service request management
   • Service level management
   • Service configuration management

3. Question 3 · 1

   What is used to link activities within the service value chain?

   Choose one answer.

   • Service level agreements
   • Inputs, outputs and triggers
   • Opportunity, demand and value
   • Service desk

4. Question 4 · 1

   Which two practices use workarounds?

   Choose one answer.

   • Change enablement and continual improvement
   • Change enablement and problem management
   • Problem management and incident management
   • Incident management and continual improvement

5. Question 5 · 1

   Which is included in the purpose of the 'deliver and support' value chain activity?

   Choose one answer.

   • Meeting stakeholder expectations for time to market
   • Understanding the organization's service vision
   • Understanding stakeholder needs
   • Providing services to agreed specifications

6. Question 6 · 1

   Which are elements of the service value system?

   Choose one answer.

   • Service provision, service consumption, service relationship management
   • Governance, service value chain, practices
   • Outcomes, utility, warranty
   • Customer value, stakeholder value, organization

7. Question 7 · 1

   What is an incident?

   Choose one answer.

   • The planned removal of an item that might affect a service
   • A result enabled by one or more outputs
   • A possible future event that could cause harm
   • A service interruption resolved by the use of self-help tools

8. Question 8 · 1

   What is defined as a change of state that has significance for the management of an IT service?

   Choose one answer.

   • Event
   • Incident
   • Problem
   • Known error

9. Question 9 · 1

   Which dimension includes the knowledge needed for the management of services?

   Choose one answer.

   • Organizations and people
   • Information and technology
   • Partners and suppliers
   • Value streams and processes

10. Question 10 · 1

    What is the PRIMARY use of a change schedule?

    Choose one answer.

    • To support the 'incident management' practice and improvement planning
    • To manage emergency changes
    • To plan changes and help avoid conflicts
    • To manage standard changes

11. Question 11 · 1

    Which guiding principle focuses on reducing costs and human errors?

    Choose one answer.

    • Focus on value
    • Collaborate and promote visibility
    • Optimize and automate
    • Think and work holistically

12. Question 12 · 1

    Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

    Choose one answer.

    • Start where you are
    • Collaborate and promote visibility
    • Progress iteratively with feedback
    • Think and work holistically

13. Question 13 · 1

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

    Choose one answer.

    • 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

14. Question 14 · 1

    Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

    Choose one answer.

    • Define measurable targets
    • Perform baseline assessments
    • Execute improvement actions
    • Evaluate measurements and metrics

15. Question 15 · 1

    What is important for a 'continual improvement register' (CIR)?

    Choose one answer.

    • Improvement ideas are documented, assessed and prioritized
    • Improvement ideas from many sources are kept in a single CIR
    • Improvement ideas that are not being actioned immediately are removed from the CIR
    • Improvement ideas are tested, funded and agreed

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