ITIL – Foundation (v4) (ITILFND) Practice Test

Questions # 11:

What is warranty?

Options:

Assurance that a product or service will meet agreed requirements

The amount of money spent on a specific activity or resource

The functionality offered by a product or service to meet a particular need

The perceived benefits, usefulness and importance of something

Questions # 12:

Which practice has a purpose that includes ensuring that risks have been properly assessed?

Options:

Service configuration management

Problem management

Service level management

Change control

Questions # 13:

Which ITIL guiding principle recommends using existing services, processes and tools when improving

services?

Options:

Progress iteratively with feedback

Keep is simple and practical

Start where you are

Focus on value

Questions # 14:

What are the ITIL guiding principles used for?

Options:

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

Questions # 15:

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 [?].

Options:

assets

values

elements

services

Questions # 16:

What helps diagnose and resolve a simple incident?

Options:

Rapid escalation

Formation of a temporary team

The use of scripts

Problem prioritization

Questions # 17:

Which activity captures the demand for incident resolution and service requests?

Options:

Change control

Problem management

Service desk

Service catalogue management

Questions # 18:

What are ’engage’, ‘plan’ and ‘improve’ examples of?

Options:

Service value chain activities

Service level management

Service value chain inputs

Change control

Questions # 19:

Which describes normal changes?

Options:

Changes that need to be scheduled and assessed following a process

Changes that are low-risk and pre-authorized

Changes that are typically initiated as service requests

Changes that must be implemented as soon as possible

Questions # 20:

Which skill is an essential part of the 'service level management' practice?

Options:

Problem analysis

Technical knowledge

Listening

Diagnosis

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