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

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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?

Disaster recovery plans
Disaster recovery plans
Swarming
Swarming
Target resolution times
Target resolution times
Self-help
Self-help
Suggested answer: B
Explanation:

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

asked 18/09/2024
Carlos Castro
36 questions

Question 252

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

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

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

asked 18/09/2024
Bill Rustom Cruz
38 questions

Question 253

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Which does the ITIL service value system discourage?

Coordinated authorities and responsibilities
Coordinated authorities and responsibilities
Organizational silos
Organizational silos
Interfaces among practices
Interfaces among practices
Organizational agility
Organizational agility
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/

asked 18/09/2024
Ricardo Chapa
43 questions

Question 254

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An SLA is a service level agreement.

Which describes the 'watermelon SLA' effect?

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

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

asked 18/09/2024
Miguel Pinar Guruceta
51 questions

Question 255

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

Service level management
Service level management
Service desk
Service desk
Continual improvement
Continual improvement
Change enablement
Change enablement
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

asked 18/09/2024
Laura Archilla
39 questions

Question 256

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What is a service?

A possible event that could cause harm or loss, or make it more difficult to achieve objectives
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
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
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
A tangible or intangible deliverable of an activity
A tangible or intangible deliverable of an activity
Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
Suggested answer: B
Explanation:

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

asked 18/09/2024
Mohit Mohit
50 questions

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


1 and 2
1 and 2
2 and 3
2 and 3
3 and 4
3 and 4
Suggested answer: D
Explanation:

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

asked 18/09/2024
Robert L Swafford
43 questions

Question 258

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What is required by all service desk staff?

Excellent technical knowledge
Excellent technical knowledge
Root cause analysis skills
Root cause analysis skills
Demonstration of emotional intelligence
Demonstration of emotional intelligence
Knowledge of telephony technology
Knowledge of telephony technology
Suggested answer: C
asked 18/09/2024
Pungava Gowda
35 questions

Question 259

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

Relationship management
Relationship management
Change enablement
Change enablement
Supplier management
Supplier management
Service desk
Service desk
Suggested answer: D
Explanation:

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

asked 18/09/2024
Okan YILDIZ
46 questions

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?

Service desk
Service desk
Monitoring and event management
Monitoring and event management
Service level management
Service level management
Continual improvement
Continual improvement
Suggested answer: D
asked 18/09/2024
Aubrey Oliver Jr
37 questions
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Related questions

Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
What is warranty?
Which statement about emergency changes is CORRECT?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
Which competencies are required by the 'service level management' practice?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which statement about the 'continual improvement' practice is CORRECT?
Which is a description of service provision?