ITILFND Online Practice Questions and Answers

What is required by all service desk staff?

A. Excellent technical knowledge

B. Root cause analysis skills

C. Demonstration of emotional intelligence

D. Knowledge of telephony technology

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

A. Ensuring that stakeholder expectations for quality are met

B. Ensuring that stakeholder needs are understood by the organization

C. Ensuring that service components are available when needed

D. Ensuring that services are operated to meet agreed specifications

Where would you expect incident resolution targets to be documented?

A. A service level agreement (SLA)

B. A request for change (RFC)

C. The service portfolio D. A service description

How many people should be accountable for a process as defined in the RACI model?

A. As many as necessary to complete the activity

B. Only one - the process owner

C. Two - the process owner and the process enactor

D. Only one - the process architect

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

A. Functions and Processes

B. Markets and Customers

C. Applications and Infrastructure

D. People, products and technology

Which is NOT a purpose of a Product Description?

A. Define the time and cost needed to produce the product

B. Define the quality skills required to check the product

C. Define the function and appearance of the product

D. Define the development skills required to produce the product

Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

What is an output?

A. A possible event that could cause harm or loss

B. Something created by carrying out an activity

C. A result for a stakeholder

D. A change of state that has significance for the management of a configuration item

Which is intended to help an organization adopt and adapt ITIL guidance?

A. The four dimensions of service

B. Practices

C. The service value chain

D. The guiding principles

Which step of the "continual improvement model" defines measurable targets?

A. how we get there?

B. Where are we now?

C. What is the vision?

D. Where do we want to be?