ITILFNDV4 sample questions

Question 1

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

Accepted Answer

When the procedure for the standard change is created

Answer

Each time the standard change is implemented

Answer

At least once a year

Answer

When an emergency change is requested

Question 2

Which statement about emergency changes is CORRECT?

Accepted Answer

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Answer

The testing of emergency can be eliminated in order to implement the change quickly

Answer

Emergency changes should be authorized and implemented as service requests

Answer

authorization

Question 3

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Accepted Answer

Service desk

Answer

Supplier management

Answer

Problem management

Answer

Relationship management

Question 4

What is warranty?

Accepted Answer

Assurance that a product or service will meet agreed requirements

Answer

The amount of money spent on a specific activity or resource

Answer

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

Answer

The perceived benefits, usefulness and importance of something

Question 5

Which is part of service provision?

Accepted Answer

The management of resources configured to deliver the service

Answer

The management of resources needed to consume the service

Answer

The grouping of one or more services based on one or more products

Answer

The joint activities performed to ensure continual value co-creation

Question 6

Which statement about a ‘continual improvement register’ is CORRECT?

Accepted Answer

It should be re-prioritized as ideas are documented

Answer

It should be managed at the senior level of the organization

Answer

It should be used to capture user demand

Answer

There should only be one for the whole organization

Question 7

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

Accepted Answer

Service value chain activities

Answer

Service level management

Answer

Service value chain inputs

Answer

Change control

Question 8

Which statement about outcomes is CORRECT?

Accepted Answer

An outcome can be enabled by more than one output

Answer

Outcomes are how the service performs

Answer

An output can be enabled by one or more outcomes

Answer

An outcome is a tangible or intangible activity

Question 9

Which statement about service desks is CORRECT?

Accepted Answer

The service desk should work in close collaboration with support and development teams

Answer

The service desk should rely on self-service portals instead of escalation to support teams

Answer

The service desk should remain isolated from technical support teams

Answer

The service desk should escalate all technical issues to support and development teams

Question 10

Which practice updates information relating to symptoms and business impact?

Accepted Answer

Incident management

Answer