ITILFND V4 Exam - Free Actual Q&As, Page 1 PDF

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- Expert Veri+ed, Online, Free.  Custom View Settings Topic 1 - Single Topic Question #1 Topic 1 How are target resolution times used in the 'incident management' practice? A. They are agreed, documented, and communicated to help set user expectations Most Voted Most Voted B. They are established, reviewed, and reported to ensure that customers are happy with the service C. They are initiated, approved, and managed to ensure that predictable responses are achieved D. They are scheduled, assessed and authorized to reduce the risk of service failures Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #2 Topic 1 Why should some service requests be ful+lled with no additional approvals? A. To ensure that spending is properly accounted for B. To ensure that information security requirements are met C. To streamline the ful+lment workTow Most Voted Most Voted D. To set user expectations for ful+lment times Correct Answer: C Community vote distribution C (100%) Community vote distribution Question #3 Topic 1 What is a set of specialized organizational capabilities for enabling value for customers in the form of services? A. Service offering B. Service provision C. Service management Most Voted Most Voted D. Service consumption Correct Answer: C Community vote distribution C (100%) Community vote distribution Question #4 Topic 1 Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision Most Voted Most Voted Correct Answer: D Community vote distribution D (100%) Community vote distribution Question #5 Topic 1 Which statement about managing incidents is CORRECT? A. Low impact incidents should be resolved eZciently, making logging unnecessary B. The 'incident management' practice should use a single process regardless of the impact of the incident C. Low impact incidents should be resolved eZciently so the resource required is reduced Most Voted Most Voted D. Incidents with the lowest impact should be resolved +rst Correct Answer: C Community vote distribution C (100%) Community vote distribution Question #6 Topic 1 Which statement about the service value chain is CORRECT? A. The service value chain converts value into demand B. Each value chain activity uses different combinations of practices to convert inputs into outputs Most Voted Most Voted C. Each value chain activity identi+es a requirement for resources from an external supplier D. The service value chain uses value streams to describe a combination of consumers and providers Correct Answer: B Community vote distribution B (77%) A (23%) Community vote distribution Question #7 Topic 1 What describes how components and activities work together to facilitate value creation? A. The ITIL service value system Most Voted Most Voted B. The ITIL guiding principles C. The four dimensions of service management D. A service relationship Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #8 Topic 1 Which practice involves the management of vulnerabilities that were not identi+ed before the service went live? A. Service request management B. Problem management Most Voted Most Voted C. Change control D. Service level management Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #9 Topic 1 Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT? A. It should always be used to support direct observation Most Voted Most Voted B. It should always be used instead of direct observation C. Measured data is always more accurate than direct observation D. The act of measuring always positively impacts results Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #10 Topic 1 Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? A. Service desk B. Service request management C. Service level management Most Voted Most Voted D. Service con+guration management Correct Answer: C Community vote distribution C (100%) Community vote distribution Question #11 Topic 1 What should be considered as part of the 'partners and suppliers' dimension? A. The level of integration and formality involved in the relationships between organizations Most Voted Most Voted B. The activities, workTows, controls and procedures needed to achieve the agreed objectives C. The information created, managed and used in the course of service provision and consumption D. The required skills and competencies of teams and individual members of the organization Correct Answer: A Community vote distribution A (92%) 8% Community vote distribution Question #12 Topic 1 Which practice makes new services available for use? A. Change enablement B. Release management Most Voted Most Voted C. Deployment management D. IT asset management Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #13 Topic 1 Which activity contributes to the 'where are we now?' step of the 'continual improvement' model? A. Executing improvement actions B. Performing baseline assessments Most Voted Most Voted C. De+ning the improvement plan D. Understanding the business mission Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #14 Topic 1 Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value Most Voted Most Voted C. Optimize and automate D. Start where you are Correct Answer: B Community vote distribution B (80%) A (20%) Community vote distribution Question #15 Topic 1 Which is a recommendation of the guiding principle 'think and work holistically'? A. Conduct a review of existing service management practices and decide what to keep and what to discard B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner C. Review service management practices and remove any unnecessary complexity D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative Most Voted Most Voted Correct Answer: D Community vote distribution D (100%) Community vote distribution Question #16 Topic 1 Which statement about 'continual improvement' is CORRECT? A. All improvement ideas should be logged in a single 'continual improvement register' B. A single team should carry out 'continual improvement' across the organization C. 'Continual improvement' should have minimal interaction with other practices D. Everyone in the organization is responsible for some aspects of 'continual improvement' Most Voted Most Voted Correct Answer: D Community vote distribution D (100%) Community vote distribution Question #17 Topic 1 What impact does automation have on a service desk? A. Less low level work and a greater ability to focus on user experience Most Voted Most Voted B. Increased phone contact and a reduced ability to focus on user experience C. Ability to work from multiple locations, geographically dispersed D. Ability to work from a single centralized location Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #18 Topic 1 Identify the missing word(s) in the following sentence: The service desk should be the entry point and single point of contact for the [?] with all of its users. A. Service consumer B. Service provider Most Voted Most Voted C. Customer D. Supplier Correct Answer: B Community vote distribution B (81%) Other Community vote distribution Question #19 Topic 1 What aspect of 'service level management' asks service consumers what their work involves and how technology helps them? A. Customer engagement Most Voted Most Voted B. Operational metrics C. Business metrics D. Customer feedback Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #20 Topic 1 Which is a result of applying the guiding principle 'progress iteratively with feedback'? A. The ability to discover and respond to failure earlier Most Voted Most Voted B. Standardization of practices and services C. Understanding the customer's perception of value D. Understanding the current state and identifying what can be reused Correct Answer: A Community vote distribution A (57%) C (38%) 5% Community vote distribution Question #21 Topic 1 What can be used to determine if a service is '+t for purpose'? A. Availability B. Warranty C. Outcome D. Utility Most Voted Most Voted Correct Answer: D Community vote distribution D (100%) Community vote distribution Question #22 Topic 1 In service relationships, what is a bene+t of identifying consumer roles? A. It enables effective stakeholder management Most Voted Most Voted B. It provides shared service expectations C. It removes constraints from the customer D. It enables a common de+nition of value Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #23 Topic 1 Which is an external input to the service value chain? A. The 'improve' value chain activity B. An overall plan C. Customer requirements Most Voted Most Voted D. Feedback loops Correct Answer: C Community vote distribution C (100%) Community vote distribution Question #24 Topic 1 What term is used to describe whether a service will meet availability, capacity and security requirements? A. Outcomes B. Value C. Utility D. Warranty Most Voted Most Voted Correct Answer: D Community vote distribution D (100%) Community vote distribution Question #25 Topic 1 What is the purpose of the 'incident management' practice? A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible Most Voted Most Voted B. To capture demand for incident resolution and service requests C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents D. To support the agreed service quality by effective handling of all agreed user-initiated service requests Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #26 Topic 1 What is de+ned as an unplanned interruption or reduction in the quality of a service? A. An incident Most Voted Most Voted B. A problem C. A change D. An event Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #27 Topic 1 Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? A. Supplier management B. Change control C. Relationship management Most Voted Most Voted D. Service desk Correct Answer: C Community vote distribution C (100%) Community vote distribution Question #28 Topic 1 What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'? A. Restricting information about the improvement to essential stakeholders only B. Increasing collaboration and visibility for the improvement Most Voted Most Voted C. Involving customers after all planning has been completed D. Engaging every stakeholder group in the same way, with the same communication Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #29 Topic 1 What varies in size and complexity, and uses functions to achieve its objectives? A. A risk B. An organization Most Voted Most Voted C. A practice D. An outcome Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #30 Topic 1 Which practice ensures that any addition, modi+cation, or removal of anything that could have an effect on services is assessed and authorized? A. Deployment management B. Release management C. Change control Most Voted Most Voted D. Service con+guration management Correct Answer: C Community vote distribution C (100%) Community vote distribution Question #31 Topic 1 Which practice has a purpose that includes managing risks to con+dentiality, integrity and availability? A. Information security management Most Voted Most Voted B. Continual improvement C. Monitoring and event management D. Service level management Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #32 Topic 1 Which will help solve incidents more quickly? A. Target resolution times B. Escalating all incidents to support teams C. Collaboration between teams Most Voted Most Voted D. Detailed procedural steps for incident investigation Correct Answer: C Community vote distribution C (83%) D (17%) Community vote distribution Question #33 Topic 1 When is the earliest that a workaround can be documented in 'problem management'? A. After the problem has been logged Most Voted Most Voted B. After the problem has been prioritized C. After the problem has been analyzed D. After the problem has been resolved Correct Answer: A Community vote distribution 1 A (79%) C (19%) % Community vote distribution Question #34 Topic 1 Which is an activity of the 'problem management' practice? A. Restoration of normal service operation as quickly as possible B. Prioritization of problems based on the risk that they pose Most Voted Most Voted C. Authorization of changes to resolve the cause of problems D. Resolution of incidents in a time that meets customer expectations Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #35 Topic 1 Which practice is MOST likely to bene+t from the use of chatbots? A. Service level management B. Change enablement C. Continual improvement D. Service desk Most Voted Most Voted Correct Answer: D Community vote distribution D (100%) Community vote distribution Question #36 Topic 1 Where are the details of the required performance outcomes of a service de+ned? A. Service level agreements Most Voted Most Voted B. Service requests C. Service components D. Service offerings Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #37 Topic 1 Which value chain activity ensures a shared understanding of the current status and required direction for all products and services? A. Plan Most Voted Most Voted B. Improve C. Design and transition D. Deliver and support Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #38 Topic 1 Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? A. Release management B. Supplier management Most Voted Most Voted C. Service management D. Relationship management Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #39 Topic 1 Which two practices interact the MOST with the service desk practice? A. Incident management and service request management Most Voted Most Voted B. Service request management and deployment management C. Deployment management and change enablement D. Change enablement and incident management Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #40 Topic 1 Which is an activity of the 'incident management' practice? A. Assessing and prioritizing improvement opportunities B. Performing service reviews with customers C. Providing good-quality updates when expected Most Voted Most Voted D. Automating service requests to the greatest degree possible Correct Answer: C Community vote distribution C (87%) 13% Community vote distribution Question #41 Topic 1 Identify the missing words in the following sentence: A user is [?] that uses services. A. an organization B. a role Most Voted Most Voted C. a team D. a supplier Correct Answer: B Community vote distribution B (73%) A (27%) Community vote distribution Question #42 Topic 1 Which is included in the purpose of the 'change enablement' practice? A. Make new and changed services available for use B. Ensure that risks have been properly assessed Most Voted Most Voted C. Record and report selected changes of state D. Plan and manage the full lifecycle of all IT assets Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #43 Topic 1 Which activity is part of the 'continual improvement' practice? A. Identifying the cause of incidents and recommending related improvements B. Authorizing changes to implement improvements C. Logging and managing incidents that result in improvement opportunities D. Making business cases for improvement action Most Voted Most Voted Correct Answer: D Community vote distribution D (95%) 5% Community vote distribution Question #44 Topic 1 In which step of the 'continual improvement model' is an improvement plan implemented? A. What is the vision? B. How do we get there? C. Take action Most Voted Most Voted D. Did we get there? Correct Answer: C Community vote distribution C (100%) Community vote distribution Question #45 Topic 1 Which is the BEST example of a standard change? A. The review and authorization of a change requested by a customer B. The implementation of a critical software patch in response to a vendor security issue C. The installation of a software application in response to a service request Most Voted Most Voted D. The replacement of a component in response to a major incident Correct Answer: C Community vote distribution C (100%) Community vote distribution Question #46 Topic 1 Which statement about the automation of service requests is CORRECT? A. Service requests that cannot be automated should be handled as incidents B. Service requests and their ful+lment should be automated as much as possible Most Voted Most Voted C. Service requests that cannot be automated should be handled as problems D. Service requests and their ful+lment should be carried out by service desk staff without automation Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #47 Topic 1 Which can act as an operating model for an organization? A. The four dimensions of service management B. The service value chain Most Voted Most Voted C. The ITIL guiding principles D. Continual improvement Correct Answer: B Community vote distribution B (100%) Community vote distribution Question #48 Topic 1 Which practice recommends the use of event-based surveys to gather feedback from customers? A. Service level management Most Voted Most Voted B. Change enablement C. Service request management D. Problem management Correct Answer: A Community vote distribution A (100%) Community vote distribution Question #49 Topic 1 Which statement about change authorities is CORRECT? A. Change authorities are only required for authorizing emergency changes B. Change authorities are assigned when each change is deployed C. Change authorities are only required for authorizing normal changes D. Change authorities are assigned for each type of change and change model Most Voted Most Voted Correct Answer: D Community vote distribution D (100%) Community vote distribution Question #50 Topic 1 Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions? A. Service request management B. Service level management C. Incident management Most Voted Most Voted D. Change enablement Correct Answer: C Community vote distribution C (100%) Community vote distribution Next Questions  Get IT Certi*cation Unlock free, top-quality video courses on ExamTopics with a simple registration. Elevate your learning journey with our expertly curated content. Register now to access a diverse range of educational resources designed for your success. Start learning today with ExamTopics! Start Learning for free