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Home ITIL® ITILFND V4

ITIL® ITILFND V4 Exam Practice Questions (P. 3)

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Question #21
What can be used to determine if a service is 'fit for purpose'?
  1. A
    Availability
  2. B
    Warranty
  3. C
    Outcome
  4. D
    Utility

Correct Answer:
D

Question #22
In service relationships, what is a benefit of identifying consumer roles?
  1. A
    It enables effective stakeholder management
  2. B
    It provides shared service expectations
  3. C
    It removes constraints from the customer
  4. D
    It enables a common definition of value

Correct Answer:
A

Question #23
Which is an external input to the service value chain?
  1. A
    The 'improve' value chain activity
  2. B
    An overall plan
  3. C
    Customer requirements
  4. D
    Feedback loops

Correct Answer:
C

Question #24
What term is used to describe whether a service will meet availability, capacity and security requirements?
  1. A
    Outcomes
  2. B
    Value
  3. C
    Utility
  4. D
    Warranty

Correct Answer:
D

Question #25
What is the purpose of the 'incident management' practice?
  1. A
    To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
  2. B
    To capture demand for incident resolution and service requests
  3. C
    To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
  4. D
    To support the agreed service quality by effective handling of all agreed user-initiated service requests

Correct Answer:
A

Question #26
What is defined as an unplanned interruption or reduction in the quality of a service?
  1. A
    An incident
  2. B
    A problem
  3. C
    A change
  4. D
    An event

Correct Answer:
A

Question #27
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
  1. A
    Supplier management
  2. B
    Change control
  3. C
    Relationship management
  4. D
    Service desk

Correct Answer:
C

Question #28
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
  1. A
    Restricting information about the improvement to essential stakeholders only
  2. B
    Increasing collaboration and visibility for the improvement
  3. C
    Involving customers after all planning has been completed
  4. D
    Engaging every stakeholder group in the same way, with the same communication

Correct Answer:
C

Question #29
What varies in size and complexity, and uses functions to achieve its objectives?
  1. A
    A risk
  2. B
    An organization
  3. C
    A practice
  4. D
    An outcome

Correct Answer:
B

Question #30
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
  1. A
    Deployment management
  2. B
    Release management
  3. C
    Change control
  4. D
    Service configuration management

Correct Answer:
C

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