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