ITILFND V4 — Free Practice Questions
10 free sample questions from a bank of 347, with the correct answers and explanations. No signup required — start practising right now.
1How are target resolution times used in the 'incident management' practice?
- They are agreed, documented, and communicated to help set user expectations
- They are established, reviewed, and reported to ensure that customers are happy with the service
- They are initiated, approved, and managed to ensure that predictable responses are achieved
- They are scheduled, assessed and authorized to reduce the risk of service failures
Answer: A
2Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
- Service desk
- Service request management
- Service level management
- Service configuration management
Answer: C
3What is used to link activities within the service value chain?
- Service level agreements
- Inputs, outputs and triggers
- Opportunity, demand and value
- Service desk
Answer: B
4Which two practices use workarounds?
- Change enablement and continual improvement
- Change enablement and problem management
- Problem management and incident management
- Incident management and continual improvement
Answer: C
5Which is included in the purpose of the 'deliver and support' value chain activity?
- Meeting stakeholder expectations for time to market
- Understanding the organization's service vision
- Understanding stakeholder needs
- Providing services to agreed specifications
Answer: D
6Which are elements of the service value system?
- Service provision, service consumption, service relationship management
- Governance, service value chain, practices
- Outcomes, utility, warranty
- Customer value, stakeholder value, organization
Answer: B
7What is an incident?
- The planned removal of an item that might affect a service
- A result enabled by one or more outputs
- A possible future event that could cause harm
- A service interruption resolved by the use of self-help tools
Answer: D
8What is defined as a change of state that has significance for the management of an IT service?
- Event
- Incident
- Problem
- Known error
Answer: A
9Which dimension includes the knowledge needed for the management of services?
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
Answer: B
10What is the PRIMARY use of a change schedule?
- To support the 'incident management' practice and improvement planning
- To manage emergency changes
- To plan changes and help avoid conflicts
- To manage standard changes
Answer: C
Want the full bank of 347 questions for ITILFND V4? See all practice exams.