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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 26

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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 251

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Which helps to manage an incident when it is unclear which support team should be working on the incident?

A.
Disaster recovery plans
A.
Disaster recovery plans
Answers
B.
Swarming
B.
Swarming
Answers
C.
Target resolution times
C.
Target resolution times
Answers
D.
Self-help
D.
Self-help
Answers
Suggested answer: B

Explanation:

Reference: https://www.bmc.com/blogs/itil-incident-management/

Question 252

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Which statement about the 'continual improvement' practice is CORRECT?

A.
Continual improvement participation should be limited to a small dedicated team.
A.
Continual improvement participation should be limited to a small dedicated team.
Answers
B.
It is the role of senior management to authorize improvement initiatives.
B.
It is the role of senior management to authorize improvement initiatives.
Answers
C.
Training should be provided to those involved in continual improvement.
C.
Training should be provided to those involved in continual improvement.
Answers
D.
A single continual improvement register should be maintained by senior management.
D.
A single continual improvement register should be maintained by senior management.
Answers
Suggested answer: B

Explanation:

Reference: https://www.bmc.com/blogs/itil-continual-improvement/

Question 253

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Which does the ITIL service value system discourage?

A.
Coordinated authorities and responsibilities
A.
Coordinated authorities and responsibilities
Answers
B.
Organizational silos
B.
Organizational silos
Answers
C.
Interfaces among practices
C.
Interfaces among practices
Answers
D.
Organizational agility
D.
Organizational agility
Answers
Suggested answer: B

Explanation:

Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.

Reference: https://www.bmc.com/blogs/itil-service-value-system/

Question 254

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An SLA is a service level agreement.

Which describes the 'watermelon SLA' effect?

A.
A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
A.
A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
Answers
B.
The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
B.
The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
Answers
C.
SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
C.
SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
Answers
D.
Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
D.
Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
Answers
Suggested answer: B

Explanation:

Reference: https://www.bmc.com/blogs/itil-service-level-management/

Question 255

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Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A.
Service level management
A.
Service level management
Answers
B.
Service desk
B.
Service desk
Answers
C.
Continual improvement
C.
Continual improvement
Answers
D.
Change enablement
D.
Change enablement
Answers
Suggested answer: A

Explanation:

The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.

Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practicesprocesses

Question 256

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What is a service?

A.
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
A.
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
Answers
B.
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
B.
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Answers
C.
A tangible or intangible deliverable of an activity
C.
A tangible or intangible deliverable of an activity
Answers
D.
Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
D.
Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
Answers
Suggested answer: B

Explanation:

Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/

Question 257

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Which TWO are important aspects of the 'service request management' practice?

1. Standardization and automation

2. Providing a variety of channels for access

3. Establishing a shared view of targets

4. Policies for approvals


A.
1 and 2
A.
1 and 2
Answers
B.
2 and 3
B.
2 and 3
Answers
C.
3 and 4
C.
3 and 4
Answers
D.
D.
Answers
Suggested answer: D

Explanation:

Reference: https://www.bmc.com/blogs/itil-service-request-management/

Question 258

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What is required by all service desk staff?

A.
Excellent technical knowledge
A.
Excellent technical knowledge
Answers
B.
Root cause analysis skills
B.
Root cause analysis skills
Answers
C.
Demonstration of emotional intelligence
C.
Demonstration of emotional intelligence
Answers
D.
Knowledge of telephony technology
D.
Knowledge of telephony technology
Answers
Suggested answer: C

Question 259

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Which practice establishes a channel between the service provider and its users?

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

Explanation:

Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practicesprocesses

Question 260

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Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A.
Service desk
A.
Service desk
Answers
B.
Monitoring and event management
B.
Monitoring and event management
Answers
C.
Service level management
C.
Service level management
Answers
D.
Continual improvement
D.
Continual improvement
Answers
Suggested answer: D
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