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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 21

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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 201

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Which practice makes new services available for use?

A.
Change enablement
A.
Change enablement
Answers
B.
Release management
B.
Release management
Answers
C.
Deployment management
C.
Deployment management
Answers
D.
IT asset management
D.
IT asset management
Answers
Suggested answer: B

Question 202

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Which guiding principle considers the importance of customer loyalty?

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

Question 203

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Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A.
Start where you are
A.
Start where you are
Answers
B.
Collaborate and promote visibility
B.
Collaborate and promote visibility
Answers
C.
Progress iteratively with feedback
C.
Progress iteratively with feedback
Answers
D.
Think and work holistically
D.
Think and work holistically
Answers
Suggested answer: C

Question 204

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Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A.
Define measurable targets
A.
Define measurable targets
Answers
B.
Perform baseline assessments
B.
Perform baseline assessments
Answers
C.
Execute improvement actions
C.
Execute improvement actions
Answers
D.
Evaluate measurements and metrics
D.
Evaluate measurements and metrics
Answers
Suggested answer: D

Question 205

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What is important for a 'continual improvement register' (CIR)?

A.
Improvement ideas are documented, assessed and prioritized
A.
Improvement ideas are documented, assessed and prioritized
Answers
B.
Improvement ideas from many sources are kept in a single CIR
B.
Improvement ideas from many sources are kept in a single CIR
Answers
C.
Improvement ideas that are not being actioned immediately are removed from the CIR
C.
Improvement ideas that are not being actioned immediately are removed from the CIR
Answers
D.
Improvement ideas are tested, funded and agreed
D.
Improvement ideas are tested, funded and agreed
Answers
Suggested answer: A

Question 206

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What can a service remove from the consumer and impose on the consumer?

A.
Utility
A.
Utility
Answers
B.
Asset
B.
Asset
Answers
C.
Cost
C.
Cost
Answers
D.
Outcome
D.
Outcome
Answers
Suggested answer: C

Question 207

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In which step of the 'continual improvement model' is an improvement plan implemented?

A.
What is the vision?
A.
What is the vision?
Answers
B.
How do we get there?
B.
How do we get there?
Answers
C.
Take action
C.
Take action
Answers
D.
Did we get there?
D.
Did we get there?
Answers
Suggested answer: C

Question 208

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Which is a purpose of the 'service level management' practice?

A.
To establish and nurture the links between the organization and its stakeholders
A.
To establish and nurture the links between the organization and its stakeholders
Answers
B.
To ensure that the organization's suppliers and their performance are managed appropriately
B.
To ensure that the organization's suppliers and their performance are managed appropriately
Answers
C.
To set clear business-based targets for service levels
C.
To set clear business-based targets for service levels
Answers
D.
To support the agreed quality of a service handling all agreed, user-initiated service requests
D.
To support the agreed quality of a service handling all agreed, user-initiated service requests
Answers
Suggested answer: C

Question 209

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Which is an example of a business related measurement?

A.
The number of passengers checked in
A.
The number of passengers checked in
Answers
B.
The average time to response to change requests
B.
The average time to response to change requests
Answers
C.
The average resolution time for incidents
C.
The average resolution time for incidents
Answers
D.
The number of problems resolved
D.
The number of problems resolved
Answers
Suggested answer: A

Question 210

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What describes the steps needed to create and deliver a specific service to a consumer?

A.
Service management
A.
Service management
Answers
B.
Practices
B.
Practices
Answers
C.
A value stream
C.
A value stream
Answers
D.
Service level management
D.
Service level management
Answers
Suggested answer: C
Total 503 questions
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