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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 13

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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 121

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Which statement about the 'service desk1 practice is CORRECT?

A.
It provides a link with stakeholders at strategic and tactical levels
A.
It provides a link with stakeholders at strategic and tactical levels
Answers
B.
It carries out change assessment and authorization
B.
It carries out change assessment and authorization
Answers
C.
It investigates the cause of incidents
C.
It investigates the cause of incidents
Answers
D.
It needs a practical understanding of the business processes
D.
It needs a practical understanding of the business processes
Answers
Suggested answer: D

Question 122

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Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A.
Optimize and automate
A.
Optimize and automate
Answers
B.
Start where you are
B.
Start where you are
Answers
C.
Focus on value
C.
Focus on value
Answers
D.
Progress iteratively with feedback
D.
Progress iteratively with feedback
Answers
Suggested answer: D

Question 123

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Which practice may involve the initiation of disaster recovery?

A.
Incident management
A.
Incident management
Answers
B.
Service request management
B.
Service request management
Answers
C.
Service level management
C.
Service level management
Answers
D.
IT asset management
D.
IT asset management
Answers
Suggested answer: A

Question 124

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A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A.
outputs
A.
outputs
Answers
B.
outcomes
B.
outcomes
Answers
C.
costs
C.
costs
Answers
D.
risks
D.
risks
Answers
Suggested answer: B

Question 125

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Which practice provides support for managing feedback, compliments and complaints from users?

A.
Change control
A.
Change control
Answers
B.
Service request management
B.
Service request management
Answers
C.
Problem management
C.
Problem management
Answers
D.
Incident management
D.
Incident management
Answers
Suggested answer: B

Question 126

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Which statement about known errors and problems is CORRECT?

A.
Known error is the status assigned to a problem after it has been analysed
A.
Known error is the status assigned to a problem after it has been analysed
Answers
B.
A known error is the cause of one or more problems
B.
A known error is the cause of one or more problems
Answers
C.
Known errors cause vulnerabilities, problems cause incidents
C.
Known errors cause vulnerabilities, problems cause incidents
Answers
D.
Known errors are managed by technical staff, problems are managed by service management staff
D.
Known errors are managed by technical staff, problems are managed by service management staff
Answers
Suggested answer: A

Question 127

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How does customer engagement contribute to the 'service level management' practice?

A.
It captures information that metrics can be based on
A.
It captures information that metrics can be based on
Answers
B.
It ensures the organization meets defined service levels
B.
It ensures the organization meets defined service levels
Answers
C.
It defines the workflows for service requests
C.
It defines the workflows for service requests
Answers
D.
It supports progress discussions
D.
It supports progress discussions
Answers
E.
1 and 4
E.
1 and 4
Answers
F.
3 and 4
F.
3 and 4
Answers
G.
2 and 3
G.
2 and 3
Answers
H.
1 and 2
H.
1 and 2
Answers
Suggested answer: A

Question 128

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Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

A.
Service configuration management
A.
Service configuration management
Answers
B.
Service desk
B.
Service desk
Answers
C.
IT asset management
C.
IT asset management
Answers
D.
Monitoring and event management
D.
Monitoring and event management
Answers
Suggested answer: A

Question 129

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Which statement about change authorization is CORRECT?

A.
A change authority should be assigned to each type of change and change model
A.
A change authority should be assigned to each type of change and change model
Answers
B.
Centralizing change authorization to a single person is the most effective means of authorization
B.
Centralizing change authorization to a single person is the most effective means of authorization
Answers
C.
The authorization of normal changes should be expedited to ensure they can be implemented quickly
C.
The authorization of normal changes should be expedited to ensure they can be implemented quickly
Answers
D.
Standard changes are high risk and should be authorized by the highest level of change authority
D.
Standard changes are high risk and should be authorized by the highest level of change authority
Answers
Suggested answer: A

Question 130

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Why should service desk staff detect recurring issues?

A.
To help identify problems
A.
To help identify problems
Answers
B.
To escalate incidents to the correct support team
B.
To escalate incidents to the correct support team
Answers
C.
To ensure effective handling of service requests
C.
To ensure effective handling of service requests
Answers
D.
To engage the correct change authority
D.
To engage the correct change authority
Answers
Suggested answer: A
Total 503 questions
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