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Free ITIL® ITILFND V4 Exam Questions (page: 5)

Page 5 of 46
PDF with 356 Questions

Which is a use of a continual improvement register?

  1. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
  2. Selecting the right method, model or technique for identifying improvements
  3. Tracking and managing improvement ideas from identification through to final action
  4. Describing the services designed to meet the needs of a consumer group

Answer(s): C



Which of the following is NOT recommended by the guiding principle 'start where you are'?

  1. Asking questions that appear to be stupid
  2. Identifying what is available to be leveraged
  3. Building something completely new
  4. Collecting data directly from the source

Answer(s): C



Which is a way of applying the guiding principle 'focus on value'?

  1. Understanding how service consumers use services
  2. Comprehending the whole, but doing something
  3. Recognizing the complexity of systems
  4. Doing fewer things, but doing them better

Answer(s): A



Which practice nurtures links with stakeholders at strategic and tactical levels?

  1. Supplier management
  2. Relationship management
  3. Continual improvement
  4. Service level management

Answer(s): B



What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?

  1. Service level manager
  2. Service desk agent
  3. Change authority
  4. Problem analyst

Answer(s): B



Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

  1. Incident management
  2. Service request management
  3. Monitoring and event management
  4. Change enablement

Answer(s): C



Which is a recommendation applying the guiding principle 'keep it simple and practical'?

  1. Communicate in a way the audience can hear
  2. Sometimes nothing from the current state can be re-used
  3. If a practice is easier to follow it is more likely to be adopted
  4. Fast does not mean incomplete

Answer(s): C



Which value chain activity ensures that ongoing service activity meets user expectations?

  1. Plan
  2. Engage
  3. Obtain/build
  4. Deliver and support

Answer(s): D



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