ITILFND_V4 Pre-Exam Practice Tests | (Updated 120 Questions)
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NEW QUESTION 27
Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 28
Which is a purpose of the 'service level management' practice?
- A. To establish and nurture the links between the organization and its stakeholders
- B. To support the agreed quality of a service handling all agreed, user-initiated service requests
- C. To set clear business-based targets for service levels
- D. To ensure that the organization's suppliers and their performance are managed appropriately
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 29
Which service level metrics are BEST for measuring user experience?
- A. Metrics for the percentage of uptime of a service
- B. Single system-based metrics
- C. Metrics linked to defined outcomes
- D. Operational metrics
Answer: C
NEW QUESTION 30
Which dimension includes activities and workflows?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION 31
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
- A. Service management
- B. A service
- C. An IT asset
- D. Continual improvement
Answer: B
NEW QUESTION 32
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 33
Which is NOT a sub-process of capacity management?
- A. Component capacity management
- B. People capacity management
- C. Business capacity management
- D. Service capacity management
Answer: B
NEW QUESTION 34
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Feedback should only be taken into account when one iteration fails to meet its objective
- B. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- C. Each iteration should be continually re-evaluated based on feedback
- D. Each iteration should be designed before starting the initiative and implemented without feedback
Answer: C
NEW QUESTION 35
When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- D. An organization should always develop competencies in methodologies and techniques that will meet their needs
Answer: D
NEW QUESTION 36
What helps diagnose and resolve a simple incident?
- A. Formation of a temporary team
- B. The use of scripts
- C. Problem prioritization
- D. Rapid escalation
Answer: B
NEW QUESTION 37
When should a change request be submitted to resolve a problem?
- A. As soon as the analysis of the frequency and impact of incidents justifies the change
- B. As soon as a workaround for the problem has been identified
- C. As soon as the analysis of cost, risks and benefits justifies the change
- D. As soon as a solution for the problem has been identified
Answer: C
NEW QUESTION 38
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Focus on value
Answer: A
NEW QUESTION 39
Which is part of service provision?
- A. The grouping of one or more services based on one or more products
- B. The management of resources needed to consume the service
- C. The joint activities performed to ensure continual value co-creation
- D. The management of resources configured to deliver the service
Answer: D
NEW QUESTION 40
What are 'engage', `plan' and `improve' examples of?
- A. Service value chain activities
- B. Service level management
- C. Service value chain inputs
- D. Change control
Answer: A
NEW QUESTION 41
Which statement BEST describes a service request?
- A. A request from a customer for a new service
- B. A generic description for the many types of request for change (RFC) that are received by the IT organization
- C. A generic description for the many different types of demands that are placed upon the IT organization by the users
- D. A high priority RFC from a senior manager
Answer: C
NEW QUESTION 42
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