ITILFND Online Practice Questions and Answers

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

A. Immediate escalation

B. Specialist teams

C. A separate process

D. Third party support

Which practice includes management of workarounds and known errors?

A. Monitoring and event management

B. Service configuration management

C. Problem management

D. Incident management

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A. Service level management

B. Financial management

C. Demand management

D. Risk management

Which role is accountable for the operational management of a process?

A. Process practitioner

B. Process manager

C. Service manager

D. Change manager

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A. The process practitioner

B. The process owner

C. The service owner

D. The process manager

To add value to the business, what are the four reasons to monitor and measure?

A. Validate; Direct; Justify; Improve

B. Evaluate; Diagnose; Justify; Intervene

C. Validate; Direct; Justify; Intervene

D. Evaluate; Direct; Justify; Improve

How does Problem Management work with Change Management?

A. By installing changes to fix problems

B. By negotiating with Incident Management for changes in IT for Problem resolution

C. By issuing RFCs for permanent solutions

D. By working with users to change their IT configurations

Which of the following correctly states the relationship between urgency, priority and impact?

A. Impact, priority and urgency are independent of each other

B. Urgency should be based on impact and priority

C. Impact should be based on urgency and priority

D. Priority should be based on impact and urgency

What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

A. An initial baseline assessment

B. The production of a detailed CSI plan

C. Verifying that improvement targets have been achieved

D. Understanding priorities for improvement

What is the purpose of service level management?

A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

B. To ensure that all current and planned IT services are delivered to agreed achievable targets.

C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).