ITILFND V4 Practice Test

ITILFND V4 Practice Test practice questions, page 4 of 15, with answer review and explanations.

Question 16

Which statement about 'continual improvement' is CORRECT?

  1. All improvement ideas should be logged in a single 'continual improvement register'
  2. A single team should carry out 'continual improvement' across the organization
  3. 'Continual improvement' should have minimal interaction with other practices
  4. Everyone in the organization is responsible for some aspects of 'continual improvement'

Question 17

What impact does automation have on a service desk?

  1. Less low level work and a greater ability to focus on user experience
  2. Increased phone contact and a reduced ability to focus on user experience
  3. Ability to work from multiple locations, geographically dispersed
  4. Ability to work from a single centralized location

Question 18

Identify the missing word(s) in the following sentence: The service desk should be the entry point and single point of contact for the [?] with all of its users.

  1. Service consumer
  2. Service provider
  3. Customer
  4. Supplier

Question 19

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

  1. Customer engagement
  2. Operational metrics
  3. Business metrics
  4. Customer feedback

Question 20

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

  1. The ability to discover and respond to failure earlier
  2. Standardization of practices and services
  3. Understanding the customer's perception of value
  4. Understanding the current state and identifying what can be reused