ITIL Foundation ITILFND_V4 Test Questions V13.02 Killtest

2. The safer , easier way to help you pass any IT exams. 1.Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? A. Each iteration should be designed before starting the initiative and implemented without feedback B. Feedback should only be taken into account when one iteration fails to meet its objective C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change D. Each iteration should be continually re-evaluated based on feedback Answer: D 2.Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Service level management B. Service configuration management C. Relationship management D. Continual improvement Answer: D 3.How are target resolution times used in the 'incident management' practice? A. They are agreed, documented, and communicated to help set user expectations 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 Answer: A 4.Which practice involves the management of vulnerabilities that have been analysed but not resolved? A. Change control B. Service request management C. Problem management D. Service level management Answer: C 5.What is a set of specialized organizational capabilities for enabling value for customers in the form of services? A. Service offering B. Service provision ITIL Foundation ITILFND_V4 Test Questions V13.02 Killtest C. Service management D. Service consumption Answer: C 6.Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision Answer: D 2 / 8

3. The safer , easier way to help you pass any IT exams. 7.Which statement about managing incidents is CORRECT? A. Low impact incidents should be resolved efficiently, 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 efficiently so the resource required is reduced D. Incidents with the lowest impact should be resolved first Answer: C 8.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 C. Each value chain activity identifies a requirement for resources from an external supplier D. The service value chain uses value streams to describe a combination of consumers and providers Answer: B 9.Which is the BEST description of the value of a service to a customer? A. The amount of money the customer pays for using the service B. The financial return the customer gets from using the service C. The outcomes the customer receives by using the service D. The customer's perception of the benefits of using the service Answer: D 10.Which describes normal changes? A. Changes that are low-risk and pre-authorized B. Changes that need to be scheduled and assessed following a process C. Changes that are typically initiated as service requests D. Changes that must be implemented as soon as possible Answer: B 11.Which practice forms a link between the service provider and the users of services? A. Change control B. Service level management C. Problem management D. Service desk Answer: D 12.Which value chain activity ensures that products meet stakeholder expectations for quality? A. Design and transition B. Engage C. Obtain/build D. Plan Answer: A 13.Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests? ITIL Foundation ITILFND_V4 Test Questions V13.02 Killtest 3 / 8

4. The safer , easier way to help you pass any IT exams. A. Change Control B. IT asset management C. Service desk D. Service request management Answer: D 14.What describes how components and activities work together to facilitate value creation? A. The ITIL service value system B. The ITIL guiding principles C. The four dimensions of service management D. A service relationship Answer: A 15.Which practice involves the management of vulnerabilities that were not identified before the service went live? A. Service request management B. Problem management C. Change control D. Service level management Answer: B 16.What is the definition of a problem? A. An unplanned interruption to a service, or reduction in the quality of a service B. A cause, or potential cause, of one or more incidents C. An incident for which a full resolution is not yet available D. Any change of state that has significance for the management of a configuration item (CI) Answer: B 17.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 B. It should always be used instead of direct observation C. Measured data is always more accurate than direct observation ITIL Foundation ITILFND_V4 Test Questions V13.02 Killtest D. The act of measuring always positively impacts results Answer: A 18.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 D. Service configuration management Answer: C 4 / 8

5. The safer , easier way to help you pass any IT exams. 19.Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]. A. assets B. values C. elements D. services Answer: D 20.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 B. The activities, workflows, 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 Answer: A 21.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. Continual improvement C. A service D. An IT asset Answer: C 22.Which skill is an essential part of the 'service level management' practice? A. Technical knowledge B. Listening C. Diagnosis D. Problem analysis Answer: B 23.How should the seven guiding principles be combined when an organization is making a decision? A. By using all the guiding principles equally when making any decision B. By using the one or two guiding principles that are most relevant to the specific decision ITIL Foundation ITILFND_V4 Test Questions V13.02 Killtest C. By using the 'focus on value' principle and one or two others that are relevant to the specific decision D. Review each guiding principle to decide how relevant it is to the specific decision Answer: D 24.Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A. Start where you are B. Collaborate and promote visibility C. Keep it simple and practical D. Optimize and automate Answer: C 5 / 8

6. The safer , easier way to help you pass any IT exams. 25.Which practice makes new services available for use? A. Change control B. Release management C. Deployment management D. IT asset management Answer: B 26.Which activity contributes to the 'where are we now?' step of the 'continual improvement' model? A. Executing improvement actions B. Performing baseline assessments C. Defining the improvement plan D. Understanding the business mission Answer: B 27.What is the purpose of the 'relationship management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To align the organization's practices and services with changing business needs C. To set clear business-based targets for service performance D. To support the agreed quality of a service handling all agreed, user-initiated service requests Answer: A 28.Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are Answer: B 29.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 ITIL Foundation ITILFND_V4 Test Questions V13.02 Killtest 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 Answer: D 30.What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization 6 / 8

7. The safer , easier way to help you pass any IT exams. Answer: C 31.Which of these activities is carried out as part of 'problem management'? A. Creating incident records B. Diagnosing and resolving incidents C. Escalating incidents to a support team for resolution D. Trend analysis of incident records Answer: D 32.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' Answer: D 33.Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfil the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers achieve outcomes reduces service provider costs Answer: B 34.What impact does automation have on a service desk? A. Less low level work and a greater ability to focus on user experience 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 centralised location Answer: A 35.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 ITIL Foundation ITILFND_V4 Test Questions V13.02 Killtest B. Service provider C. Customer D. Supplier Answer: B 36.Which statement about the 'change control' practice is CORRECT? A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process B. Normal changes are triggered by the creation of a change request which can be created manually or automated C. Assessment and authorization of normal changes should be expedited to ensure they can be 7 / 8

8. The safer , easier way to help you pass any IT exams. implemented quickly D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved Answer: B 37.Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? A. Deployment management B. Release management C. Change control D. Service configuration management Answer: C 38.Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Answer: B 39.What aspect of 'service level management' asks service consumers what their work involves and how technology helps them? A. Customer engagement B. Operational metrics C. Business metrics D. Customer feedback Answer: A 40.Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A. Change Control B. IT asset management C. Service desk ITIL Foundation ITILFND_V4 Test Questions V13.02 Killtest D. Service request management Answer: D 8 / 8