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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 28

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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 271

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Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by considering [?].

A.
existing information
A.
existing information
Answers
B.
new methods
B.
new methods
Answers
C.
additional measurements
C.
additional measurements
Answers
D.
revised processes
D.
revised processes
Answers
Suggested answer: A

Question 272

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Which is a use of the change schedule?

A.
Assigning resources to changes
A.
Assigning resources to changes
Answers
B.
Deciding the approval authority for changes
B.
Deciding the approval authority for changes
Answers
C.
Automating the change process
C.
Automating the change process
Answers
D.
Creating change models
D.
Creating change models
Answers
Suggested answer: A

Explanation:

Reference: https://www.bmc.com/blogs/itil-change-enablement/

Question 273

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Which dimension of service management considers the workflows and controls needed to deliver services?

A.
Organization and people
A.
Organization and people
Answers
B.
Information and technology
B.
Information and technology
Answers
C.
Partners and suppliers
C.
Partners and suppliers
Answers
D.
Value streams and processes
D.
Value streams and processes
Answers
Suggested answer: D

Explanation:

Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-servicemanagement

Question 274

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Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

A.
Start where you are
A.
Start where you are
Answers
B.
Focus on value
B.
Focus on value
Answers
C.
Think and work holistically
C.
Think and work holistically
Answers
D.
Optimize and automate
D.
Optimize and automate
Answers
Suggested answer: C

Explanation:


Question 275

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Which statement about the 'incident management' practice is CORRECT?

A.
It identifies the cause of major incidents.
A.
It identifies the cause of major incidents.
Answers
B.
It authorizes changes to resolve incidents.
B.
It authorizes changes to resolve incidents.
Answers
C.
It maintains detailed procedures for diagnosing incidents.
C.
It maintains detailed procedures for diagnosing incidents.
Answers
D.
It resolves the highest impact incidents first.
D.
It resolves the highest impact incidents first.
Answers
Suggested answer: D

Explanation:

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

Question 276

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How should an organization prioritize incidents?

A.
Ask the user for their preferred resolution timeframe.
A.
Ask the user for their preferred resolution timeframe.
Answers
B.
Assess the availability of the appropriate support team.
B.
Assess the availability of the appropriate support team.
Answers
C.
Use an agreed classification which is based on the business impact of the incident.
C.
Use an agreed classification which is based on the business impact of the incident.
Answers
D.
Create an order of incidents based on the dates and times when they were logged.
D.
Create an order of incidents based on the dates and times when they were logged.
Answers
Suggested answer: C

Question 277

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Which is a purpose of the 'relationship management' practice?

A.
To systematically observe services and service components
A.
To systematically observe services and service components
Answers
B.
To protect the information needed by the organization to conduct its business
B.
To protect the information needed by the organization to conduct its business
Answers
C.
To be the entry point and single point of contact for the service provider with all of its users
C.
To be the entry point and single point of contact for the service provider with all of its users
Answers
D.
To identify, analyze, monitor, and continually improve links with stakeholders
D.
To identify, analyze, monitor, and continually improve links with stakeholders
Answers
Suggested answer: D

Explanation:

Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationshipmanagement-itil-4/

Question 278

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Which statement about problems is CORRECT?

A.
Problems are not related to incidents.
A.
Problems are not related to incidents.
Answers
B.
Problems must be resolved quickly in order to restore normal business activity.
B.
Problems must be resolved quickly in order to restore normal business activity.
Answers
C.
Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
C.
Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
Answers
D.
Problem prioritization involves risk assessment.
D.
Problem prioritization involves risk assessment.
Answers
Suggested answer: D

Explanation:

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

Question 279

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Which is a risk that might be removed from a service consumer by an IT service?

A.
Service provider ceasing to trade
A.
Service provider ceasing to trade
Answers
B.
Security breach
B.
Security breach
Answers
C.
Failure of server hardware
C.
Failure of server hardware
Answers
D.
Cost of purchasing servers
D.
Cost of purchasing servers
Answers
Suggested answer: C

Explanation:


Question 280

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Which is one of the MAIN concerns of the 'design and transition' value chain activity?

A.
Understanding the organization's vision
A.
Understanding the organization's vision
Answers
B.
Understanding stakeholder needs
B.
Understanding stakeholder needs
Answers
C.
Meeting stakeholder expectations
C.
Meeting stakeholder expectations
Answers
D.
Ensuring service components are available
D.
Ensuring service components are available
Answers
Suggested answer: C

Explanation:

The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.

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