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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 19
List of questions
Question 181
What is a definition of a service improvement plan (SIP)?
A formal plan to implement improvements to a customer's business processes
An input from availability management to service level management, detailing the service design plan
A formal plan to implement improvements to a service or process
An input from financial management for IT services to service level management, detailing the budget plan
Suggested answer: C
Question 182
Which statement about the known error database (KEDB) is CORRECT?
It is maintained by the service desk and updated with the details of each new incident
It is a part of the configuration management database (CMDB) and contains workarounds
It is maintained by problem management and is used by the service desk to help resolve incidents
It is maintained by incident management and contains solutions to be implemented by problem management
Suggested answer: C
Question 183
Which process works with incident management to ensure that security breaches are detected and logged?
Change management
Service level management
Access management
Continual service improvement
Suggested answer: C
Question 184
What should a release policy include?
The process owner and process manager for each type of release
The roles and responsibilities for incident and problem resolution
The naming convention and expected frequency of each type of release
The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
Suggested answer: C
Question 185
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Focus on value
Think and work holistically
Optimize and automate
Collaborate and promote
Suggested answer: B
Question 186
What is the purpose of the 'problem management' practice?
To protect the information needed by the organization to conduct its business
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Suggested answer: B
Question 187
Which practice would help a user gain access to an application that they need to use?
Service configuration management
Change enablement
Service request management
Service level management
Suggested answer: B
Question 188
Why should some service requests be fulfilled with no additional approvals?
To ensure that spending is properly accounted for
To ensure that information security requirements are met
To streamline the fulfillment workflow
To set user expectations for fulfillment times
Suggested answer: C
Question 189
Which is a purpose of the 'service desk' practice?
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To be the entry point and single point of contact for the service provider with all of its users
To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
Suggested answer: B
Question 190
Which are elements of the service value system?
Service provision, service consumption, service relationship management
Governance, service value chain, practices
Outcomes, utility, warranty
Customer value, stakeholder value, organization
Suggested answer: B
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