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Free ITIL® ITILFND V4 Exam Questions (page: 2)

Page 2 of 46
PDF with 356 Questions

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

  1. They are agreed, documented, and communicated to help set user expectations
  2. They are established, reviewed, and reported to ensure that customers are happy with the service
  3. They are initiated, approved, and managed to ensure that predictable responses are achieved
  4. They are scheduled, assessed and authorized to reduce the risk of service failures

Answer(s): A



Which is part of the value proposition of a service?

  1. Costs removed from the consumer by the service
  2. Costs imposed on the consumer by the service
  3. Outputs of the service received by the consumer
  4. Risks imposed on the consumer by the service

Answer(s): A



Which can a change schedule be used for?

  1. Speeding up the planning and authorization of emergency changes
  2. Providing information about deployed changes to help manage incidents and problems
  3. Providing a means of initiating and assessing normal changes
  4. Tracking and managing improvement ideas from identification through to final action

Answer(s): B



Which statement about service offerings is CORRECT?

  1. The same product can be used as a basis for more than one service offering
  2. Service offerings include the transfer of goods from the consumer to the provider
  3. Service offerings describe how providers and consumers cooperate to co-create value
  4. Each service should be described to consumers as a single service offering

Answer(s): A



Identify the missing word in the following sentence:
Sponsor is the role that authorizes budget for service [?].

  1. value
  2. consumption
  3. management
  4. provision

Answer(s): B



Which practice makes use of methods from Lean, Agile and DevOps?

  1. Service desk
  2. Continual improvement
  3. Problem management
  4. Incident management

Answer(s): B



Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

  1. Incident management
  2. Change enablement
  3. Service level management
  4. Continual improvement

Answer(s): A



In which situation will incident management USUALLY use a separate process?

  1. Where no target resolution time exists
  2. For low impact incidents
  3. Where the cause must be diagnosed
  4. For information security incidents

Answer(s): D



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