ITILFND Practice Questions

A.  

handing compliments and complaints from user to identify improvements.

B.  

Improving relationships with and between stakeholders.

C.  

Prioritizing and creating business cases for improvement initiatives.

D.  

Identifying the cause unplanned interruptions to service.

A.  

The four dimensions of service management

B.  

The service value chain

C.  

The ITIL guiding principles

D.  

Continual improvement

A.  

The same product can be used as a basis for more than one service offering

B.  

Service offerings include the transfer of goods from the consumer to the prowler

C.  

Service offerings describe how providers and consumers cooperate to co-create value

D.  

Each service should be described to consumers as a single service offering

A.  

To protect the information needed by the organization to conduct its business

B.  

To make new and changed services and features available for use

C.  

To move new or changed components to live environments

D.  

To plan and manage the full lifecycle of all IT assets.

A.  

Focus on value

B.  

Start where you are

C.  

Collaborate and promote visibility

D.  

Keep it simple and practical

A.  

Supplier management

B.  

Relationship management

C.  

Continual improvement

D.  

Service level management

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

A.  

Where no target resolution time exists

B.  

For low impact incidents

C.  

Where the cause must be diagnosed

D.  

For information security incidents

A.  

Information security management

B.  

Change enablement

C.  

Problem management

D.  

Service configuration management

A.  

A standard change

B.  

A change model

C.  

An emergency change

D.  

A normal change