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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 31

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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 301

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

A.
Organizations should work through the steps of the model in the sequence in which they are presented
A.
Organizations should work through the steps of the model in the sequence in which they are presented
Answers
B.
The flow of the model helps organizations to link improvements to its goals
B.
The flow of the model helps organizations to link improvements to its goals
Answers
C.
The model is applicable to only certain parts of the service value system
C.
The model is applicable to only certain parts of the service value system
Answers
D.
Organizations should use an additional model or method to link improvements to customer value
D.
Organizations should use an additional model or method to link improvements to customer value
Answers
Suggested answer: B

Question 302

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What is the definition of warranty?

A.
A means of identifying events that could cause harm or loss
A.
A means of identifying events that could cause harm or loss
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B.
A means of determining whether a service is fit for purpose
B.
A means of determining whether a service is fit for purpose
Answers
C.
A means of identifying a result for a stakeholder
C.
A means of identifying a result for a stakeholder
Answers
D.
A means of determining whether a service is fit for use
D.
A means of determining whether a service is fit for use
Answers
Suggested answer: D

Question 303

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Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A.
Information security management
A.
Information security management
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B.
Change enablement
B.
Change enablement
Answers
C.
Problem management
C.
Problem management
Answers
D.
Service configuration management
D.
Service configuration management
Answers
Suggested answer: A

Question 304

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Which statement about value creating activities is CORRECT?

A.
Each value stream should be designed with a specific combination of service value chain activities
A.
Each value stream should be designed with a specific combination of service value chain activities
Answers
B.
Service value chain activities have pre-determined dependencies on ITIL practices
B.
Service value chain activities have pre-determined dependencies on ITIL practices
Answers
C.
A value stream is an operating model for creating value through products and services
C.
A value stream is an operating model for creating value through products and services
Answers
D.
Organizations should ensure that each value stream is applicable to many scenarios
D.
Organizations should ensure that each value stream is applicable to many scenarios
Answers
Suggested answer: A

Question 305

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Which is provided by the 'engage' value chain activity?

A.
Ensuring that stakeholder expectations for quality are met
A.
Ensuring that stakeholder expectations for quality are met
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B.
Ensuring that stakeholder needs are understood by the organization
B.
Ensuring that stakeholder needs are understood by the organization
Answers
C.
Ensuring that service components are available when needed
C.
Ensuring that service components are available when needed
Answers
D.
Ensuring that services are operated to meet agreed specifications
D.
Ensuring that services are operated to meet agreed specifications
Answers
Suggested answer: B

Question 306

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Which is part of the 'focus on value' guiding principle?

A.
Understanding what services help the service consumer
A.
Understanding what services help the service consumer
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B.
Reducing the number of steps in the customer experience
B.
Reducing the number of steps in the customer experience
Answers
C.
Assessing services to identify parts that can be reused
C.
Assessing services to identify parts that can be reused
Answers
D.
Identifying activities that can be achieved in smaller iterations
D.
Identifying activities that can be achieved in smaller iterations
Answers
Suggested answer: A

Question 307

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Which is part of the definition of a customer?

A.
The role that defines the requirements for a service
A.
The role that defines the requirements for a service
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B.
A means of enabling value co-creation
B.
A means of enabling value co-creation
Answers
C.
The role that authorizes budget for service consumption
C.
The role that authorizes budget for service consumption
Answers
D.
A set of specialized organizational capabilities for enabling value
D.
A set of specialized organizational capabilities for enabling value
Answers
Suggested answer: A

Question 308

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Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A.
Focus on value
A.
Focus on value
Answers
B.
Start where you are
B.
Start where you are
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: C

Question 309

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Identify the missing words in the following sentence.

The 'incident management' practice should maintain [?] for logging and managing incidents.

A.
a dedicated team
A.
a dedicated team
Answers
B.
a formal process
B.
a formal process
Answers
C.
detailed procedures
C.
detailed procedures
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D.
a value chain activity
D.
a value chain activity
Answers
Suggested answer: C

Question 310

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An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

A.
Collaborate and promote visibility
A.
Collaborate and promote visibility
Answers
B.
Start where you are
B.
Start where you are
Answers
C.
Focus on value
C.
Focus on value
Answers
D.
Keep it simple and practical
D.
Keep it simple and practical
Answers
Suggested answer: A
Total 503 questions
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