Online Access Free ITILFNDv4 Practice Test

Which is provided by the 'engage' value chain activity?

• A.Ensuring that service components are available when needed
• B.Ensuring that stakeholder needs are understood by the organization
• C.Ensuring that services are operated to meet agreed specifications
• D.Ensuring that stakeholder expectations for quality are met

What is an incident?

• A.A service interruption resolved by the use of self-help tools
• B.A possible future event that could cause harm
• C.The planned removal of an item that might affect a service
• D.A result enabled by one or more outputs

Which of the following is a necessity to a successful service level agreement (SLAs)?

• A.In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
• B.Base the SLA on system-based metrics that are useful to the service provider
• C.Vague targets, such as those related to user experience, should be avoided
• D.The language and terms used in the SLA should be commonly understood by all parties

Which is an example of a business related measurement?

• A.The number of problems resolved
• B.The average resolution time for incidents
• C.The average time to respond to change requests
• D.The number of passengers checked in

How does the 'incident management' practice set user expectations?

• A.By automated matching of incidents to known errors
• B.By assigning resources to ensure that all incidents are resolved as quickly as possible
• C.By using collaboration tools to communicate effectively
• D.By agreeing, and communicating target resolution times