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Free ITIL® ITILFND V4 Exam Questions (page: 3)

Page 3 of 46
PDF with 356 Questions

Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?

  1. Service request management
  2. Incident management
  3. Service desk
  4. Change enablement

Answer(s): D



Why should a service level manager carry out regular service reviews?

  1. To ensure that agreements are written simply and are easy to understand
  2. To collect information about service consumer goals and objectives
  3. To capture information about service issues and performance against agreed goals
  4. To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Answer(s): C



Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

  1. Focus on value
  2. Progress iteratively with feedback
  3. Collaborate and promote visibility
  4. Optimize and automate

Answer(s): B



Which of the four dimensions focuses on managing data in compliance with industry regulations?

  1. Partners and suppliers
  2. Organizations and people
  3. Value streams and processes
  4. Information and technology

Answer(s): D



Which is an example of a service request?

  1. A request for normal operation to be restored
  2. A request to implement a security patch
  3. A request for access to a file
  4. A request to investigate the cause of an incident

Answer(s): C



Which is a key requirement for a successful service level agreements (SLAs)?

  1. They should be written using language and terms which all parties will understand
  2. They should be based on system-based metrics which are useful to the service provider
  3. They should be carried forward, unchanged, from one year to the next to enable consistent service
  4. They should avoid ambiguous targets such as those relating to user experience

Answer(s): A



Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

  1. events
  2. changes
  3. IT assets
  4. known errors

Answer(s): D



Which practice ensures that a variety of access channels are available for users to report issues?

  1. Service desk
  2. Service level management
  3. Incident management
  4. Change enablement

Answer(s): A



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