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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 23

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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 221

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What is a change schedule used for?

A.
To help plan emergency changes
A.
To help plan emergency changes
Answers
B.
To help authorize standard changes
B.
To help authorize standard changes
Answers
C.
To help assign a change authority
C.
To help assign a change authority
Answers
D.
To help manage normal changes
D.
To help manage normal changes
Answers
Suggested answer: D

Question 222

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Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

A.
Service desk
A.
Service desk
Answers
B.
Service request management
B.
Service request management
Answers
C.
Service level management
C.
Service level management
Answers
D.
Service configuration management
D.
Service configuration management
Answers
Suggested answer: C

Question 223

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Which role approves the cost of services?

A.
User
A.
User
Answers
B.
Change authority
B.
Change authority
Answers
C.
Sponsor
C.
Sponsor
Answers
D.
Customer
D.
Customer
Answers
Suggested answer: C

Question 224

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What actions does a service desk take for all issues, queries and requests that are reported to them?

A.
Schedule, assess, authorize
A.
Schedule, assess, authorize
Answers
B.
Diagnose, investigate, resolve
B.
Diagnose, investigate, resolve
Answers
C.
Initiate, approve, fulfill
C.
Initiate, approve, fulfill
Answers
D.
Acknowledge, classify, own
D.
Acknowledge, classify, own
Answers
Suggested answer: D

Question 225

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Which is an external input to the service value chain?

A.
The 'improve' value chain activity
A.
The 'improve' value chain activity
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B.
An overall plan
B.
An overall plan
Answers
C.
Customer requirements
C.
Customer requirements
Answers
D.
Feedback loops
D.
Feedback loops
Answers
Suggested answer: C

Question 226

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Which is included in the purpose of the 'service level management' practice?

A.
To maximize the number of successful service and product changes
A.
To maximize the number of successful service and product changes
Answers
B.
To ensure accurate information about the configuration of services is available
B.
To ensure accurate information about the configuration of services is available
Answers
C.
To set clear business-based targets for service levels
C.
To set clear business-based targets for service levels
Answers
D.
To ensure that suppliers and their performance are managed appropriately
D.
To ensure that suppliers and their performance are managed appropriately
Answers
Suggested answer: C

Question 227

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Which usually requires a team of representatives from many stakeholder groups?

A.
Fulfilling a service request
A.
Fulfilling a service request
Answers
B.
Authorizing an emergency change
B.
Authorizing an emergency change
Answers
C.
Logging a new problem
C.
Logging a new problem
Answers
D.
Investigating a major incident
D.
Investigating a major incident
Answers
Suggested answer: D

Question 228

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Which value chain activity ensures that service components meet agreed specifications?

A.
Plan
A.
Plan
Answers
B.
Design and transition
B.
Design and transition
Answers
C.
Obtain/build
C.
Obtain/build
Answers
D.
Deliver and support
D.
Deliver and support
Answers
Suggested answer: C

Question 229

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Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A.
Supplier management
A.
Supplier management
Answers
B.
Change enablement
B.
Change enablement
Answers
C.
Relationship management
C.
Relationship management
Answers
D.
Service desk
D.
Service desk
Answers
Suggested answer: C

Question 230

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What includes governance as a component?

A.
Practices
A.
Practices
Answers
B.
The service value chain
B.
The service value chain
Answers
C.
The service value system
C.
The service value system
Answers
D.
The guiding principles
D.
The guiding principles
Answers
Suggested answer: C
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