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ITILFND Questions and Answers

Question # 6

Which statement about change management is CORRECT?

A.

It optimizes overall business risk

B.

It optimizes financial exposure

C.

It ensures that all changes are authorized by the change advisory board (CAB)

D.

It ensures that service requests follow the normal change management process

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Question # 7

Why should a service level agreement include bundles of metrics?

A.

To ensure that the service levels have been agreed with customers

B.

To reduce the number of metrics that need to be measured and reported

C.

To ensure that all services are included in the service reports

D.

To help focus on business outcomes, rather than operational result.

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Question # 8

How does customer engagement contribute to the 'service level management' practice?

1.It captures information that metrics can be based on

2.It ensures the organization meets defined service levels

3.It defines the workflows for service requests

4.It supports progress discussions

A.

1 and 4

B.

3 and 4

C.

2 and 3

D.

1 and 2

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Question # 9

Which of the four dimensions focuses or managing data in compliance with industry regulations?

A.

Partners and suppliers

B.

Organizations and people

C.

Value streams and processes

D.

Information and technology

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Question # 10

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A.

Incidents

B.

Problems

C.

Events

D.

Requests

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Question # 11

Which phase of problem management includes analysing incidents to look for patterns and trends?

A.

Problem identification

B.

Problem control

C.

Error control

D.

Post-implementation review

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Question # 12

Which practice balance management of risk with maximizing throughput?

A.

Change enablement

B.

Continual improvement

C.

Incident management

D.

Problem management

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Question # 13

Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?

A.

Define measurable targets

B.

Perform baseline assessments

C.

Execute improvement actions

D.

Evaluate measurements and metrics

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Question # 14

What is the reason for using a balanced bundle of service metrics?

A.

It reduces the number of metrics that need to be collected

B.

It reports each service element separately

C.

It provides an outcome-based view of services

D.

It facilitates the automatic collection of metrics

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Question # 15

What is the definition of a known error?

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.

A problem that has been analyzed and has not been resolved

D.

Any change of state that has significance for the management of a service or other configuration item (CI)

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Question # 16

How does categorization of incidents assist the 'incident management' practice?

A.

It determines the priority assigned to the incident

B.

It determines how the service provider is perceived

C.

It helps direct the incident to the correct support area

D.

It ensures that incidents are resolved in timescales agreed with the customer

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Question # 17

Which role approves the cost of services?

A.

User

B.

Change authority

C.

Sponsor

D.

Customer

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Question # 18

Which are phases of the release and deployment process?

1. Release build and test

2. Review and close

3. Categorize and record

4. Change authorization and schedule

A.

1 and 2

B.

1 and 3

C.

2 and 4

D.

3 and 4

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Question # 19

What term is used to describe the functionality of a service?

A.

Output

B.

Outcome

C.

Utility

D.

Warranty

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Question # 20

Which practice handles all pre-defined user-initiated service actions?

A.

Deployment management

B.

Incident management

C.

Service level management

D.

Service request management

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Question # 21

Which BEST describe the focus of the 'think and work holistically' principle?

A.

Considering the existing organizational assets before building something new

B.

Integrating an organization’s activities to deliver value

C.

Eliminating unnecessary steps to deliver valuable outcomes

D.

Breaking down large initiative into smaller pieces of work

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Question # 22

Identify the missing word in the following sentence.

Sponsor is the role that authorizes budget for service [?)

A.

value

B.

consumption

C.

management

D.

provision

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Question # 23

Which service value chain activity deals with the purchase of new products?

A.

Engage

B.

Obtain/build

C.

Plan

D.

Improve

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Question # 24

Which statement about the ‘service request management’ practice is CORRECT?

A.

Service requests are fulfilled using simple workflows

B.

A new workflow is created for each type of request

C.

Additional approval is sometimes needed for restoration of service

D.

Financial authorization is sometimes required for service requests

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Question # 25

Identify the missing word in the following sentence.

The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A.

measured

B.

rewarded

C.

managed

D.

defined

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Question # 26

Which skill is required by the ‘service level management’ practice?

A.

Supplier management

B.

Technical expertise

C.

Event monitoring

D.

Problem management

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Question # 27

Which statement about the ‘incident management’ practice is CORRECT?

A.

It identifies the cause of major incidents.

B.

It authorizes changes to resolve incidents.

C.

It maintains detailed procedures for diagnosing incidents.

D.

It resolves the highest impact incidents first.

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Question # 28

Which practice identifies metrics that reflect a customer experience of a service?

A.

Continual improvement

B.

Service level management

C.

Service desk

D.

Problem management

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Question # 29

What is the starting point for optimization?

A.

Standardizing practices and services

B.

Determining where the most positive impact would be

C.

Securing stakeholder engagement

D.

Understanding the vision and objectives of the organization

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Question # 30

When should a change request be submitted to resolve a problem?

A.

As soon as a solution for the problem has been identified

B.

As soon as a workaround for the problem has been identified

C.

As soon as the analysis of the frequency and impact of incidents justifies the change

D.

As soon as the analysis of cost, risks and benefits justifies the change

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Question # 31

Which describes a set of defined steps for implementing improvements?

A.

The ‘improve’ value chain activity

B.

The ‘continual improvement register’

C.

The ‘continual improvement model’

D.

The ‘engage’ value chain activity

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Question # 32

What is warranty?

A.

Assurance that a product or service will meet agreed requirements

B.

The amount of money spent on a specific activity or resource

C.

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

D.

The perceived benefits, usefulness and importance of something

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Question # 33

When should the effectiveness of a problem workaround be assessed?

A.

Whenever the workaround is used

B.

Whenever the problem is resolved

C.

Whenever the workaround becomes a known error

D.

Whenever the problem is prioritized

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Question # 34

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

D.

Service request management

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Question # 35

What is the expected outcome from using a service value chain?

A.

Service value streams

B.

Value realization

C.

Customer engagement

D.

The application of practices

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Question # 36

When should a full risk assessment and authorization be carried out for a standard change?

A.

Each time the standard change is implemented

B.

When the procedure for the standard change is created

C.

At least once a year

D.

When an emergency change is requested

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Question # 37

Which guiding principle recommends coordinating all dimensions of service management?

A.

Start where you are

B.

Think and work holistically

C.

Keep it simple and practical

D.

Progress iteratively with feedback

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Question # 38

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

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Question # 39

Which statement about costs is CORRECT?

A.

Costs removed from the consumer are part of service consumption

B.

Costs imposed on the consumer are costs of service utility

C.

Costs removed from the consumer are part of the value proposition

D.

Costs imposed on the consumer are costs of service warranty

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Question # 40

How should automation be implemented?

A.

By initially concentrating on the most complex tasks

B.

By optimizing as much as possible first

C.

By replacing human intervention wherever possible

D.

By replacing the existing tools first

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Question # 41

How does information about problems and known errors contribute to 'incident management'?

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

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Question # 42

Which guiding principle helps to ensure that better information is available for decision making?

A.

Keep it simple and practical

B.

Collaborate and promote visibility

C.

Optimize and automate

D.

Think and work holistically

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Question # 43

Which is NOT a component of the service value system?

A.

The guiding principles

B.

Governance

C.

Practices

D.

The four dimensions of service management

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Question # 44

Which is a purpose of the 'service desk' practice?

A.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

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Question # 45

Which is a key consideration for the guiding principle 'keep it simple and practical'?

A.

Try to create a solution for every exception

B.

Start with a complex solution, then simplify

C.

Understand how each element contributes to value creation

D.

Ignore the conflicting objectives of different stakeholders

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Question # 46

How is a continual improvement register used?

A.

To record requests for provision of a resource or service

B.

To provide a structured approach to implementing improvements

C.

To organize past, present, and future improvement ideas

D.

To authorize changes to implement improvement initiatives

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Question # 47

Which value chain activity is concerned with the availability of service components?

A.

Design and transition

B.

Deliver and support

C.

Plan

D.

Obtain/build

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Question # 48

Why should some service requests be fulfilled 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 fulfillment workflow

D.

To set user expectations for fulfillment times

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Question # 49

Which statement BEST describes the value of service strategy to the business?

A.

It allows higher volumes of successful change

B.

It reduces unplanned costs through optimized handling of service outages

C.

It reduces the duration and frequency of service outages

D.

It enables the service provider to understand what levels of service will make their customers successful

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Question # 50

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A.

Service request management

B.

Service configuration management

C.

Deployment management

D.

Change enablement

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Question # 51

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

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Question # 52

Which action is performed by a service provider?

A.

Requesting required service actions

B.

Authorizing budget for service consumption

C.

Ensuring access to agreed resources

D.

Receiving of the agreed goods

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Question # 53

Which practice is responsible for moving new or changed components to live or other environments?

A.

Release management

B.

Deployment management

C.

Change enablement

D.

Supplier management

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Question # 54

Which is a use of a change schedule?

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems

C.

Providing a means of initiating and assessing normal changes

D.

Tracking and managing improvement ideas from identification through to final action

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Question # 55

Which is part of the ‘focus on value’ guiding principle?

A.

Understanding what services help the service consumer

B.

Reducing the number of steps in the customer experience

C.

Assessing services to identify parts that can be reused

D.

Identifying activities that can be achieved in smaller iterations

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Question # 56

Which service transition process provides guidance about converting data into information?

A.

Change evaluation

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B.

Knowledge management

C.

Service validation and testing

D.

Service asset and configuration management

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Question # 57

Why should service desk staff detect recurring issues?

A.

To help identify problems

B.

To escalate incidents to the correct support team

C.

To ensure effective handling of service requests

D.

To engage the correct change authority

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Question # 58

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A.

Service level management

B.

Service desk

C.

Continual improvement

D.

Change enablement

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Question # 59

Which statement about the 'service desk1 practice is CORRECT?

A.

It provides a link with stakeholders at strategic and tactical levels

B.

It carries out change assessment and authorization

C.

It investigates the cause of incidents

D.

It needs a practical understanding of the business processes

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Question # 60

What does ‘change enablement’ PRIMARILY focus on?

A.

Changes to service levels

B.

Changes to products and services

C.

Changes to organizational structure

D.

Changes to skills and competencies

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Question # 61

What is the difference between the 'incident management' and 'service desk' practices?

A.

Incident management restores service operation, service desk provides communication with users

B.

incident management manages interruptions to service desk monitors achieved service quality

C.

incident management resolves issues, service desk investigates the underlying causes of issues

D.

incident management resolves complex issues, service desk resolve simpler issues.

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Question # 62

What is MOST LIKELY to be handled as a service request?

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

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Question # 63

What ensures that a service provider and a service consumer continually co-create value?

A.

Service consumption

B.

Service offerings

C.

Change enablement

D.

Service relationship management

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Question # 64

Which is an example o' a service request?

A.

A request for normal operation to be restored

B.

A request to implement a security patch

C.

A request tor access to a file

D.

A request to investigate the cause of an incident

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Question # 65

What term is used to describe whether a service will meet availability, capacity and security requirements?

A.

Outcomes

B.

Value

C.

Utility

D.

Warranty

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Question # 66

Which statement about problems is CORRECT?

A.

Problems are not related to incidents.

B.

Problems must be resolved quickly in order to restore normal business activity.

C.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

D.

Problem prioritization involves risk assessment.

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Question # 67

Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by considering [?].

A.

existing information

B.

new methods

C.

additional measurements

D.

revised processes

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Question # 68

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

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Question # 69

Which is the correct combination of items that makes up an IT service?

A.

Customers, providers and documents

B.

Information technology, people and processes

C.

Information technology, networks and people

D.

People, processes and customers

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Question # 70

How do all value chain activities transform inputs to outputs?

A.

By using a combination of practices

B.

By using a single functional team

C.

By determining service demand

D.

By implementing process automation

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Question # 71

What is used to link activities within the service value chain?

A.

Service level agreements

B.

Inputs, outputs and triggers

C.

Opportunity, demand and value

D.

Service desk

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Question # 72

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

C.

Authorization of changes to resolve the cause of problems.

D.

Resolution of incidents in a time that meet customer expectations

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Question # 73

Which costs are included in the value proposition of a service?

A.

Additional expense that the service consumer has because they are using the service

B.

Money that the service consumer no longer needs to spend because they are using the service

C.

Tangible or intangible results for the service consumer because they are using the service

D.

The benefits, usefulness. and importance of the service that are perceived by the service consumer

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Question # 74

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

A.

Analysis Paralysis

B.

Direct observation

C.

Minimum viable product

D.

Feedback loop

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Question # 75

Which statement about emergency changes is CORRECT?

A.

Emergency changes are low risk and well understood

B.

Authorization of emergency changes may be deferred until after implementation

C.

It is necessary to complete all documentation before an emergency charge is implemented

D.

Emergency changes are not usually recorded in the change schedule

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