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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 18

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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 171

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Which is an example of improving service utility using service management automation?

A.
Pre-determined routing of a service request
A.
Pre-determined routing of a service request
Answers
B.
Reducing the time to compile service data
B.
Reducing the time to compile service data
Answers
C.
Monitoring service availability
C.
Monitoring service availability
Answers
D.
Faster resource allocation
D.
Faster resource allocation
Answers
Suggested answer: D

Question 172

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What is the CORRECT definition of service management?

A.
A set of specialized assets for transitioning services into the live operational environment
A.
A set of specialized assets for transitioning services into the live operational environment
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B.
A set of specialized organizational capabilities for delivering value to customers in the form of services
B.
A set of specialized organizational capabilities for delivering value to customers in the form of services
Answers
C.
The capability of supplier to deliver services to providers in exchange for money
C.
The capability of supplier to deliver services to providers in exchange for money
Answers
D.
The capability of service providers to minimize their costs without reducing the value of the services
D.
The capability of service providers to minimize their costs without reducing the value of the services
Answers
Suggested answer: B

Question 173

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Which is the correct combination of items that makes up an IT service?

A.
Customers, providers and documents
A.
Customers, providers and documents
Answers
B.
Information technology, people and processes
B.
Information technology, people and processes
Answers
C.
Information technology, networks and people
C.
Information technology, networks and people
Answers
D.
People, processes and customers
D.
People, processes and customers
Answers
Suggested answer: B

Question 174

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Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A.
Categorization
A.
Categorization
Answers
B.
Detection
B.
Detection
Answers
C.
Prioritization
C.
Prioritization
Answers
D.
Escalation
D.
Escalation
Answers
Suggested answer: A

Explanation:

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Question 175

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What can be used to help determine the impact level of a problem?

A.
Definitive media library (DML)
A.
Definitive media library (DML)
Answers
B.
Configuration management system (CMS)
B.
Configuration management system (CMS)
Answers
C.
Statement of requirements (SOR)
C.
Statement of requirements (SOR)
Answers
D.
Standard operating procedures (SOP)
D.
Standard operating procedures (SOP)
Answers
Suggested answer: B

Question 176

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Which are phases of the release and deployment process?

1. Release build and test

2. Review and close

3. Categorize and record

4. Change authorization and schedule

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

Question 177

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Which function is responsible for the management of a data centre?

A.
Technical management
A.
Technical management
Answers
B.
Service desk
B.
Service desk
Answers
C.
Application management
C.
Application management
Answers
D.
Facilities management
D.
Facilities management
Answers
Suggested answer: D

Question 178

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Which are the elements of process control?

A.
Inputs, outputs and triggers
A.
Inputs, outputs and triggers
Answers
B.
Work instructions, procedures and roles
B.
Work instructions, procedures and roles
Answers
C.
Resources, capabilities and metrics
C.
Resources, capabilities and metrics
Answers
D.
Process owner, policy and objectives
D.
Process owner, policy and objectives
Answers
Suggested answer: D

Question 179

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Which processes are responsible for the regular review of underpinning contracts?

A.
Supplier management and service level management
A.
Supplier management and service level management
Answers
B.
Supplier management and change management
B.
Supplier management and change management
Answers
C.
Availability management and service level management
C.
Availability management and service level management
Answers
D.
Supplier management and availability management
D.
Supplier management and availability management
Answers
Suggested answer: A

Question 180

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Which statement BEST describes the value of service strategy to the business?

A.
It allows higher volumes of successful change
A.
It allows higher volumes of successful change
Answers
B.
It reduces unplanned costs through optimized handling of service outages
B.
It reduces unplanned costs through optimized handling of service outages
Answers
C.
It reduces the duration and frequency of service outages
C.
It reduces the duration and frequency of service outages
Answers
D.
It enables the service provider to understand what levels of service will make their customers successful
D.
It enables the service provider to understand what levels of service will make their customers successful
Answers
Suggested answer: D
Total 503 questions
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