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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 30

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Which is NOT a component of the service value system?

A.
The service value chain
A.
The service value chain
Answers
B.
Opportunity and demand
B.
Opportunity and demand
Answers
C.
Continual improvement
C.
Continual improvement
Answers
D.
Governance
D.
Governance
Answers
Suggested answer: B

Which practice has a strong influence on the user experience and perception of the service provider?

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

Which statement about service relationship management is CORRECT?

A.
It focuses on the service actions performed by users
A.
It focuses on the service actions performed by users
Answers
B.
It requires the service consumer to create resources for the service provider
B.
It requires the service consumer to create resources for the service provider
Answers
C.
It requires co-operation of both the service provider and service consumer
C.
It requires co-operation of both the service provider and service consumer
Answers
D.
It focuses on the fulfilment of the agreed service actions
D.
It focuses on the fulfilment of the agreed service actions
Answers
Suggested answer: C

What is the MOST important reason for prioritizing incidents?

A.
To ensure that user expectations are realistic
A.
To ensure that user expectations are realistic
Answers
B.
To ensure that incidents with highest impact are resolved first
B.
To ensure that incidents with highest impact are resolved first
Answers
C.
To help information-sharing are learning
C.
To help information-sharing are learning
Answers
D.
To provide links to related changes and known errors
D.
To provide links to related changes and known errors
Answers
Suggested answer: B

Which 'service level management' activity helps staff to deliver a more business-focused service?

A.
Creating targets based on the percentage of uptime of a service
A.
Creating targets based on the percentage of uptime of a service
Answers
B.
Understanding the ongoing requirements of customers
B.
Understanding the ongoing requirements of customers
Answers
C.
Using complex technical terminology in service level agreements (SLAs)
C.
Using complex technical terminology in service level agreements (SLAs)
Answers
D.
Measuring low-level operational activities
D.
Measuring low-level operational activities
Answers
Suggested answer: B

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A.
Service request management
A.
Service request management
Answers
B.
Service configuration management
B.
Service configuration management
Answers
C.
Deployment management
C.
Deployment management
Answers
D.
Change enablement
D.
Change enablement
Answers
Suggested answer: A

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

A.
Progress iteratively with feedback
A.
Progress iteratively with feedback
Answers
B.
Collaborate and promote visibility
B.
Collaborate and promote visibility
Answers
C.
Think and work holistically
C.
Think and work holistically
Answers
D.
Keep it simple and practical
D.
Keep it simple and practical
Answers
Suggested answer: D

What is the purpose of the 'monitoring and event management' practice?

A.
To restore normal service operation as quickly as possible
A.
To restore normal service operation as quickly as possible
Answers
B.
To manage workarounds and known errors
B.
To manage workarounds and known errors
Answers
C.
To capture demand for incident resolution and service requests
C.
To capture demand for incident resolution and service requests
Answers
D.
To systematically observe services and service components
D.
To systematically observe services and service components
Answers
Suggested answer: D

Which statement about outcome is CORRECT?

A.
Outcomes rely on outputs to deliver results for a stakeholder
A.
Outcomes rely on outputs to deliver results for a stakeholder
Answers
B.
Outcomes use activities to produce tangible or intangible deliverables
B.
Outcomes use activities to produce tangible or intangible deliverables
Answers
C.
Outcomes give service consumers assurance of products or services
C.
Outcomes give service consumers assurance of products or services
Answers
D.
Outcomes help a service consumer to assess the cost of a specific activity
D.
Outcomes help a service consumer to assess the cost of a specific activity
Answers
Suggested answer: A

Which skill is required by the 'service level management' practice?

A.
Supplier management
A.
Supplier management
Answers
B.
Technical expertise
B.
Technical expertise
Answers
C.
Event monitoring
C.
Event monitoring
Answers
D.
Problem management
D.
Problem management
Answers
Suggested answer: A
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