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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 25

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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 241

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What is recommended by the guiding principle 'progress iteratively with feedback'?

A.
A current state assessment that is carried out at the start of an improvement initiative
A.
A current state assessment that is carried out at the start of an improvement initiative
Answers
B.
The identification of all interested parts at the start of an improvement initiative
B.
The identification of all interested parts at the start of an improvement initiative
Answers
C.
An improvement initiative that is broken into a number of manageable sections
C.
An improvement initiative that is broken into a number of manageable sections
Answers
D.
An assessment of how all the parts of an organization will affect an improvement initiative
D.
An assessment of how all the parts of an organization will affect an improvement initiative
Answers
Suggested answer: C

Question 242

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Which guiding principle considers customer and user experience?

A.
Collaborate and promote visibility
A.
Collaborate and promote visibility
Answers
B.
Focus on value
B.
Focus on value
Answers
C.
Start where you are
C.
Start where you are
Answers
D.
Keep it simple and practical
D.
Keep it simple and practical
Answers
Suggested answer: B

Question 243

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Which statement about the 'change enablement' practice is CORRECT?

A.
Service requests are usually normal changes that can be implemented quickly without authorization
A.
Service requests are usually normal changes that can be implemented quickly without authorization
Answers
B.
Emergency changes are changes that must be fully tested and fully documented prior to implementation
B.
Emergency changes are changes that must be fully tested and fully documented prior to implementation
Answers
C.
Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
C.
Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
Answers
D.
Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
D.
Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
Answers
Suggested answer: D

Question 244

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Which of these activities is carried out as part of 'problem management'?

A.
Creating incident records
A.
Creating incident records
Answers
B.
Diagnosing and resolving incidents
B.
Diagnosing and resolving incidents
Answers
C.
Escalating incidents to a support team for resolution
C.
Escalating incidents to a support team for resolution
Answers
D.
Trend analysis of incident records
D.
Trend analysis of incident records
Answers
Suggested answer: D

Question 245

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What does 'change enablement' PRIMARILY focus on?

A.
Changes to service levels
A.
Changes to service levels
Answers
B.
Changes to products and services
B.
Changes to products and services
Answers
C.
Changes to organizational structure
C.
Changes to organizational structure
Answers
D.
Changes to skills and competencies
D.
Changes to skills and competencies
Answers
Suggested answer: B

Question 246

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Identify the missing word(s) in the following sentence.

The service desk should be the entry point and single point of contact for the [?] with all of its users.

A.
Service consumer
A.
Service consumer
Answers
B.
Service provider
B.
Service provider
Answers
C.
Customer
C.
Customer
Answers
D.
Supplier
D.
Supplier
Answers
Suggested answer: B

Question 247

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Which is handled as a service request?

A.
An investigation to identify the cause of an incident
A.
An investigation to identify the cause of an incident
Answers
B.
A compliment about an IT support team
B.
A compliment about an IT support team
Answers
C.
The failure of an IT service
C.
The failure of an IT service
Answers
D.
An emergency change to implement a security patch
D.
An emergency change to implement a security patch
Answers
Suggested answer: B

Question 248

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Which is a key requirement for a successful service level agreement (SLA)?

A.
Using individual metrics that relate to the service catalogue
A.
Using individual metrics that relate to the service catalogue
Answers
B.
Using bundled metrics to relate performance to outcomes
B.
Using bundled metrics to relate performance to outcomes
Answers
C.
Using single-system-based metrics that relate to outputs
C.
Using single-system-based metrics that relate to outputs
Answers
D.
Using an agreement between the service provider and service supplier
D.
Using an agreement between the service provider and service supplier
Answers
Suggested answer: B

Question 249

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Which is considered by the 'partners and suppliers' dimension?

A.
Using artificial intelligence
A.
Using artificial intelligence
Answers
B.
Defining controls and procedures
B.
Defining controls and procedures
Answers
C.
Using formal roles and responsibilities
C.
Using formal roles and responsibilities
Answers
D.
Working with an integrator to manage relationships
D.
Working with an integrator to manage relationships
Answers
Suggested answer: D

Question 250

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Which practice recommends using tools for collaboration and the automated matching of symptoms?

A.
Problem management
A.
Problem management
Answers
B.
Service level management
B.
Service level management
Answers
C.
Incident management
C.
Incident management
Answers
D.
Service request management
D.
Service request management
Answers
Suggested answer: C
Total 503 questions
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