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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 33

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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 321

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Which statement about a service value stream is CORRECT?

A.
it uses inputs and outputs prescribed by ITIL
A.
it uses inputs and outputs prescribed by ITIL
Answers
B.
It is a service value chain activity
B.
It is a service value chain activity
Answers
C.
It integrates practices for a specific scenario
C.
It integrates practices for a specific scenario
Answers
D.
It provides an operating model for service providers
D.
It provides an operating model for service providers
Answers
Suggested answer: C

Question 322

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What term is used to describe whether a service will meet availability, capacity and security requirements?

A.
Outcomes
A.
Outcomes
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B.
Value
B.
Value
Answers
C.
Utility
C.
Utility
Answers
D.
Warranty
D.
Warranty
Answers
Suggested answer: D

Question 323

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Identify the missing word in the following sentences.

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A.
utility
A.
utility
Answers
B.
warranty
B.
warranty
Answers
C.
outcomes
C.
outcomes
Answers
D.
outputs
D.
outputs
Answers
Suggested answer: C

Question 324

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A service offering may include, access to resources, and service actions, which is an example of a service action?

A.
A mobile phone enables a user to work remotely
A.
A mobile phone enables a user to work remotely
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B.
A password allows a user connect to a Wifi network
B.
A password allows a user connect to a Wifi network
Answers
C.
A license allows a user to install a software product
C.
A license allows a user to install a software product
Answers
D.
A service desk agent provides support to user.
D.
A service desk agent provides support to user.
Answers
Suggested answer: D

Question 325

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Which activity is part of the 'continual improvement practice?

A.
handing compliments and complaints from user to identify improvements.
A.
handing compliments and complaints from user to identify improvements.
Answers
B.
Improving relationships with and between stakeholders.
B.
Improving relationships with and between stakeholders.
Answers
C.
Prioritizing and creating business cases for improvement initiatives.
C.
Prioritizing and creating business cases for improvement initiatives.
Answers
D.
Identifying the cause unplanned interruptions to service.
D.
Identifying the cause unplanned interruptions to service.
Answers
Suggested answer: C

Question 326

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Which Practice includes management of workarounds and known errors?

A.
Monitoring and event management
A.
Monitoring and event management
Answers
B.
Service configuration management
B.
Service configuration management
Answers
C.
Problem management
C.
Problem management
Answers
D.
Incident management
D.
Incident management
Answers
Suggested answer: C

Explanation:

What is problem management?

The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Problems are related to incidents, but it is important to differentiate them in the way they are managed:

Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.

Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.

Question 327

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Which Guiding principle says that it is not usually necessary to build something new?

A.
Focus on value
A.
Focus on value
Answers
B.
start where you are
B.
start where you are
Answers
C.
Progress iteratively with feedback
C.
Progress iteratively with feedback
Answers
D.
Think and work holistically
D.
Think and work holistically
Answers
Suggested answer: B

Question 328

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How are target resolution times used in the 'incident management' practice?

A.
They are agreed, documented, and communicated to help set user expectations
A.
They are agreed, documented, and communicated to help set user expectations
Answers
B.
They are established, reviewed, and reported to ensure that customers are happy with the service
B.
They are established, reviewed, and reported to ensure that customers are happy with the service
Answers
C.
They are initiated, approved, and managed to ensure that predictable responses are achieved
C.
They are initiated, approved, and managed to ensure that predictable responses are achieved
Answers
D.
They are scheduled, assessed and authorized to reduce the risk of service failures
D.
They are scheduled, assessed and authorized to reduce the risk of service failures
Answers
Suggested answer: A

Question 329

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Which statement about managing incidents is CORRECT?

A.
Low impact incidents should be resolved efficiently, making logging unnecessary
A.
Low impact incidents should be resolved efficiently, making logging unnecessary
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B.
The 'incident management' practice should use a single process regardless of the impact of the incident
B.
The 'incident management' practice should use a single process regardless of the impact of the incident
Answers
C.
Low impact incidents should be resolved efficiently so the resource required is reduced
C.
Low impact incidents should be resolved efficiently so the resource required is reduced
Answers
D.
Incidents with the lowest impact should be resolved first
D.
Incidents with the lowest impact should be resolved first
Answers
Suggested answer: C

Question 330

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Which statement about the service value chain is CORRECT?

A.
The service value chain converts value into demand
A.
The service value chain converts value into demand
Answers
B.
Each value chain activity uses different combinations of practices to convert inputs into outputs
B.
Each value chain activity uses different combinations of practices to convert inputs into outputs
Answers
C.
Each value chain activity identifies a requirement for resources from an external supplier
C.
Each value chain activity identifies a requirement for resources from an external supplier
Answers
D.
The service value chain uses value streams to describe a combination of consumers and providers
D.
The service value chain uses value streams to describe a combination of consumers and providers
Answers
Suggested answer: B
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