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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 17

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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 161

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Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

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

Question 162

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What is NOT within the scope of service catalogue management?

A.
Contribution to the definition of services
A.
Contribution to the definition of services
Answers
B.
Interfaces between all services and supporting services
B.
Interfaces between all services and supporting services
Answers
C.
Interfaces between the service catalogue and service portfolio
C.
Interfaces between the service catalogue and service portfolio
Answers
D.
Fulfilment of business service requests
D.
Fulfilment of business service requests
Answers
Suggested answer: D

Question 163

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What three elements make up the Service Portfolio?

A.
Customer portfolio, service catalogue and retired services
A.
Customer portfolio, service catalogue and retired services
Answers
B.
Customer portfolio, configuration management system and service catalogue
B.
Customer portfolio, configuration management system and service catalogue
Answers
C.
Service pipeline, service catalogue and retired services
C.
Service pipeline, service catalogue and retired services
Answers
D.
Service pipeline, configuration management system and service catalogue
D.
Service pipeline, configuration management system and service catalogue
Answers
Suggested answer: C

Question 164

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Who is responsible for defining metrics for change management?

A.
The change management process owner
A.
The change management process owner
Answers
B.
The change advisory board (CAB)
B.
The change advisory board (CAB)
Answers
C.
The service owner
C.
The service owner
Answers
D.
The continual service improvement manager
D.
The continual service improvement manager
Answers
Suggested answer: A

Question 165

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Which is a supplier category?

A.
Technical
A.
Technical
Answers
B.
Commodity
B.
Commodity
Answers
C.
Customer
C.
Customer
Answers
D.
Resource
D.
Resource
Answers
Suggested answer: D

Question 166

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Which process is used to compare the value that new services offer with the value of the services they have replaced?

A.
Availability management
A.
Availability management
Answers
B.
Capacity management
B.
Capacity management
Answers
C.
Service portfolio management
C.
Service portfolio management
Answers
D.
Service catalogue management
D.
Service catalogue management
Answers
Suggested answer: C

Question 167

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Which is an important principle of communication in service operation?

A.
Information should always be communicated
A.
Information should always be communicated
Answers
B.
It has an intended purpose or a resultant actionD18912E1457D5D1DDCBD40AB3BF70D5D
B.
It has an intended purpose or a resultant actionD18912E1457D5D1DDCBD40AB3BF70D5D
Answers
C.
Meetings are always the best method of communication
C.
Meetings are always the best method of communication
Answers
D.
It is stored in the configuration management system
D.
It is stored in the configuration management system
Answers
Suggested answer: B

Question 168

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What do customer perceptions and business outcomes help to define?

A.
The value of a service
A.
The value of a service
Answers
B.
Service metrics
B.
Service metrics
Answers
C.
The total cost of a service
C.
The total cost of a service
Answers
D.
Key performance indicators (KPIs)
D.
Key performance indicators (KPIs)
Answers
Suggested answer: A

Question 169

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Which statement about metrics is CORRECT?

A.
Process metrics can be used to measure end-to-end service performance
A.
Process metrics can be used to measure end-to-end service performance
Answers
B.
Technology metrics can be used to measure component performance and availability
B.
Technology metrics can be used to measure component performance and availability
Answers
C.
Process metrics can be used to measure the utilization of a supplier's network
C.
Process metrics can be used to measure the utilization of a supplier's network
Answers
D.
Technology metrics can be used to determine the overall health of a process
D.
Technology metrics can be used to determine the overall health of a process
Answers
Suggested answer: B

Question 170

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

A.
An initial baseline assessment
A.
An initial baseline assessment
Answers
B.
The production of a detailed CSI plan
B.
The production of a detailed CSI plan
Answers
C.
Verifying that improvement targets have been achieved
C.
Verifying that improvement targets have been achieved
Answers
D.
Understanding priorities for improvement
D.
Understanding priorities for improvement
Answers
Suggested answer: C
Total 503 questions
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