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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 10

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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which statement about the 'continual improvement' practice is CORRECT?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
What is MOST LIKELY to be handled as a service request?
Which describes a CORRECT approach to change authorization?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which competencies are required by the 'service level management' practice?
Which TWO statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests

Question 91

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Which is the purpose of the 'monitoring and event management' practice?

A.
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
A.
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
Answers
B.
To systematically observe services and service components, and record and report selected changes of state
B.
To systematically observe services and service components, and record and report selected changes of state
Answers
C.
To protect the information needed by the organization to conduct its business
C.
To protect the information needed by the organization to conduct its business
Answers
D.
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
D.
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Answers
Suggested answer: B

Question 92

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Which of the following is an example of incident?

A.
A backup server is being rebooted while services are running on the primary server
A.
A backup server is being rebooted while services are running on the primary server
Answers
B.
An application is not available during the business hours
B.
An application is not available during the business hours
Answers
C.
A user has requested access to a shared repository
C.
A user has requested access to a shared repository
Answers
D.
A user wants to reset the password of a server
D.
A user wants to reset the password of a server
Answers
Suggested answer: B

Question 93

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Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

A.
closed
A.
closed
Answers
B.
logged
B.
logged
Answers
C.
analysed
C.
analysed
Answers
D.
escalated
D.
escalated
Answers
Suggested answer: C

Question 94

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Which is NOT a key focus of the 'information and technology' dimension?

A.
Workflow management and inventory systems
A.
Workflow management and inventory systems
Answers
B.
Communication systems and knowledge bases
B.
Communication systems and knowledge bases
Answers
C.
Roles and responsibilities
C.
Roles and responsibilities
Answers
D.
Security and compliance
D.
Security and compliance
Answers
Suggested answer: C

Question 95

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What is an output?

A.
A possible event that could cause harm or loss
A.
A possible event that could cause harm or loss
Answers
B.
Something created by carrying out an activity
B.
Something created by carrying out an activity
Answers
C.
A result for a stakeholder
C.
A result for a stakeholder
Answers
D.
A change of state that has significance for the management of a configuration item
D.
A change of state that has significance for the management of a configuration item
Answers
Suggested answer: B

Question 96

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Which is a purpose of the 'service desk' practice?

A.
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
A.
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
Answers
B.
To capture demand for incident resolution and service requests
B.
To capture demand for incident resolution and service requests
Answers
C.
To set clear business-based targets for service performance
C.
To set clear business-based targets for service performance
Answers
D.
To maximize the number of successful IT changes by ensuring risks are properly assessed
D.
To maximize the number of successful IT changes by ensuring risks are properly assessed
Answers
Suggested answer: B

Question 97

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Which activity captures the demand for incident resolution and service requests?

A.
Change control
A.
Change control
Answers
B.
Problem management
B.
Problem management
Answers
C.
Service desk
C.
Service desk
Answers
D.
Service catalogue management
D.
Service catalogue management
Answers
Suggested answer: C

Question 98

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Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

A.
1 and 2
A.
1 and 2
Answers
B.
1 and 4
B.
1 and 4
Answers
C.
3 and 4
C.
3 and 4
Answers
D.
2 and 3
D.
2 and 3
Answers
Suggested answer: B

Explanation:


Question 99

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Which value chain activity ensures the availability of service components?

A.
Improve
A.
Improve
Answers
B.
Deliver and support
B.
Deliver and support
Answers
C.
Engage
C.
Engage
Answers
D.
Obtain/build
D.
Obtain/build
Answers
Suggested answer: D

Question 100

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What should be done first when applying the 'focus on value' guiding principle?

A.
Identify all suppliers and partners involved in the service
A.
Identify all suppliers and partners involved in the service
Answers
B.
Determine the cost of providing the service
B.
Determine the cost of providing the service
Answers
C.
Identify the outcomes that the service facilitates
C.
Identify the outcomes that the service facilitates
Answers
D.
Determine who the service consumer is in each situation
D.
Determine who the service consumer is in each situation
Answers
Suggested answer: D
Total 503 questions
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