ITIL ITILFND-V4 Practice Test - Questions Answers, Page 29
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Which is a result of applying the guiding principle 'progress iteratively with feedback'?
A.
The ability to discover and respond to failure earlier
B.
Standardization of practices and services
C.
Understanding the customer's perception of value
D.
Understanding the current state and identifying what can be reused
Which practice is responsible for moving new or changed components to live or other environments?
A.
Release management
B.
Deployment management
C.
Change enablement
D.
Supplier management
Which should be handled by 'service request management'?
A.
A request to implement a security patch
B.
A request to provide a laptop
C.
A request to resolve an error in a service
D.
A request to change a target in a service level agreement
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A.
Restricting information about the improvement to essential stakeholders only.
B.
Increasing collaboration and visibility for the improvement.
C.
Involving customers after all planning has been completed.
D.
Engaging every stakeholder group in the same way, with the same communication.
What can be described as an operating model for the creating and management of products and services?
A.
Governance
B.
Service value chain
C.
Guiding principles
D.
Practices
What is a definition of a problem?
A.
An unplanned interruption to a service, or reduction in the quality of a service
B.
A cause, or potential cause, of one or more incidents
C.
An incident for which a full resolution is not yet available
D.
Any change of state that has significance for the management of a configuration item (CI)
Which action is performed by a service provider?
A.
Requesting required service actions
B.
Authorizing budget for service consumption
C.
Ensuring access to agreed resources
D.
Receiving of the agreed goods
Which statement about 'continual improvement' is CORRECT?
A.
All improvement ideas should be logged in a single 'continual improvement register'
B.
A single team should carry out 'continual improvement' across the organization
C.
'Continual improvement' should have minimal interaction with other practices
D.
Everyone in the organization is responsible for some aspects of 'continual improvement'
Which step of the continual improvement model includes baseline assessments?
A.
Did we get there?
B.
Where are we now?
C.
What is the vision?
D.
Where do we want to be?
Which describes a 'change authority'?
A.
A model used to determine who will assess a change
B.
A person who approves a change
C.
A tool used to help changes
D.
A way to manage the people aspects of change
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