ITIL ITILFND-V4 Practice Test - Questions Answers, Page 22
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Which statement about the automation of service requests is CORRECT?
A.
Service requests that cannot be automated should be handled as incidents
B.
Service requests and their fulfillment should be automated as much as possible
C.
Service requests that cannot be automated should be handled as problems
D.
Service requests and their fulfillment should be carried out by service desk staff without automation
Identify the missing word in the following sentence.
A user is [?] that uses services.
A.
an organization
B.
a role
C.
a team
D.
a supplier
Which gives a user access to a system?
A.
Service requirement
B.
Service agreement
C.
Service consumption
D.
Service provision
What is a change schedule PRIMARILY used for?
A.
To help plan, authorize and schedule emergency changes
B.
To publish a list of service requests that users can select
C.
To ensure that a single change authority reviews every change
D.
To help plan changes, assist in communication and avoid conflicts
What is used to link activities within the service value chain?
A.
Service level agreements
B.
Inputs, outputs and triggers
C.
Opportunity, demand and value
D.
Service desk
Which describes the utility of a service?
A.
A service that is fit for use
B.
A service that meets its service level targets
C.
A service that increases constraints on the consumer
D.
A service that supports the performance of the consumer
Which two practices use workarounds?
A.
Change enablement and continual improvement
B.
Change enablement and problem management
C.
Problem management and incident management
D.
Incident management and continual improvement
Which statement about the 'change enablement' practice is CORRECT?
A.
Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B.
Normal changes are triggered by the creation of a change request which can be created manually or automated
C.
Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
D.
There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
Which is included in the purpose of the 'deliver and support' value chain activity?
A.
Meeting stakeholder expectations for time to market
B.
Understanding the organization's service vision
C.
Understanding stakeholder needs
D.
Providing services to agreed specifications
What must always be done before an activity is automated?
A.
Check that the activity has already been optimized
B.
Check that suitable new technology has been purchased
C.
Ensure that DevOps has been successfully implemented
D.
Ensure the solution removes the need for human intervention
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