ITILFND Part 02-2
ITILFND Knowledge Check
Test your knowledge of ITIL foundational principles with our engaging quiz designed for service management professionals. This quiz covers key concepts, practices, and terminologies essential for mastering ITIL.
- 10 carefully crafted questions
- Multiple choice and checkbox format
- Immediate feedback on answers
Which describes a set of defined steps for implementing improvements?
The ‘improve’ value chain activity
The ‘continual improvement register’
The ‘continual improvement model’
The ‘engage’ value chain activity
Which is a key requirement for a successful service level agreement?
It should be written in legal language
It should be simply written and easy to understand
It should be based on the service provider’s view of the service
It should relate to simple operational metrics
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
An organization should always use a single technique to ensure metrics are consistent
An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
An organization should always develop competencies in methodologies and techniques that will meet their needs
An organization should always use an approach that combines Lean, Agile and DevOps methodologies
How does a service consumer contribute to the reduction of disk?
By paying for the service
By managing server hardware
By communicating constraints
By managing staff availability
What helps diagnose and resolve a simple incident?
Rapid escalation
Formation of a temporary team
The use of scripts
Problem prioritization
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Change control
Continual improvement
Problem management
Service desk
Which service level metrics are BEST for measuring user experience?
Single system-based metrics
Metrics for the percentage of uptime of a service
Operational metrics
Metrics linked to defined outcomes
What are the MOST important skills required by service desk staff?
Incident analysis skills
Technical skills
Problem resolution skills
Supplier management skills
Which two statements about an organization’s culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
When should a change request be submitted to resolve a problem?
As soon as a solution for the problem has been identified
As soon as a workaround for the problem has been identified
As soon as the analysis of the frequency and impact of incidents justifies the change
As soon as the analysis of cost, risks and benefits justifies the change
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