Online Access Free ITIL4-DPI Practice Test

What is the difference between a policy and a control?

• A.Policies focus on organizations and people, controls focus on information and technology
• B.A control is a type of policy that directs staff behaviour
• C.A policy is a type of control that states what management expects
• D.Policies are defined by governance, controls are defined by management

Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?

• A.Planning
• B.Vision
• C.Direction
• D.Improvement

An organization is drafting a plan to achieve its strategic goals and is ensuring that they consider the involvement of all appropriate stakeholders at all levels in the organization.
Which guiding principle are they applying?

• A.Collaborate and promote visibility
• B.Focus on value
• C.Keep it simple and practical
• D.Think and work holistically

A legacy financial system requires the user to manually enter the time and date of transactions to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are TWO effective controls that could improve compliance?
* Modify the application to automatically add the current date and time when a transaction is entered
* Establish a communication plan to remind users of the importance of including the date and time on transactions
* Develop a goals cascade so that all staff know their role in achieving company goals
* Create a report showing non-compliant records and take appropriate action to correct them

• A.1 and 2
• B.1 and 4
• C.2 and 3
• D.3 and 4

A service provider is improving its 'service desk' practice and has established the success factor:"improved user satisfaction with the service desk." Which is the BEST key performance indicator for measuring this?

• A.Increase average time to answer phones by 5%
• B.Accelerate service request fulfilment by the end of quarter 2
• C.10% increase in calls resolved without escalation by end of the year
• D.Reduce time to resolve the underlying cause of incidents