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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 34

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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 331

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What describes how components and activities work together to facilitate value creation?

A.
The ITIL service value system
A.
The ITIL service value system
Answers
B.
The ITIL guiding principles
B.
The ITIL guiding principles
Answers
C.
The four dimensions of service management
C.
The four dimensions of service management
Answers
D.
A service relationship
D.
A service relationship
Answers
Suggested answer: A

Question 332

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Which practice involves the management of vulnerabilities that were not identified before the service went live?

A.
Service request management
A.
Service request management
Answers
B.
Problem management
B.
Problem management
Answers
C.
Change control
C.
Change control
Answers
D.
Service level management
D.
Service level management
Answers
Suggested answer: B

Question 333

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What should be considered as part of the 'partners and suppliers' dimension?

A.
The level of integration and formality involved in the relationships between organizations
A.
The level of integration and formality involved in the relationships between organizations
Answers
B.
The activities, workflows, controls and procedures needed to achieve the agreed objectives
B.
The activities, workflows, controls and procedures needed to achieve the agreed objectives
Answers
C.
The information created, managed and used in the course of service provision and consumption
C.
The information created, managed and used in the course of service provision and consumption
Answers
D.
The required skills and competencies of teams and individual members of the organization
D.
The required skills and competencies of teams and individual members of the organization
Answers
Suggested answer: A

Question 334

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Which is a recommendation of the guiding principle 'think and work holistically'?

A.
Conduct a review of existing service management practices and decide what to keep and what to discard
A.
Conduct a review of existing service management practices and decide what to keep and what to discard
Answers
B.
Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
B.
Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
Answers
C.
Review service management practices and remove any unnecessary complexity
C.
Review service management practices and remove any unnecessary complexity
Answers
D.
Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
D.
Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Answers
Suggested answer: D

Question 335

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What impact does automation have on a service desk?

A.
Less low level work and a greater ability to focus on user experience
A.
Less low level work and a greater ability to focus on user experience
Answers
B.
Increased phone contact and a reduced ability to focus on user experience
B.
Increased phone contact and a reduced ability to focus on user experience
Answers
C.
Ability to work from multiple locations, geographically dispersed
C.
Ability to work from multiple locations, geographically dispersed
Answers
D.
Ability to work from a single centralised location
D.
Ability to work from a single centralised location
Answers
Suggested answer: A

Question 336

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What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A.
Customer engagement
A.
Customer engagement
Answers
B.
Operational metrics
B.
Operational metrics
Answers
C.
Business metrics
C.
Business metrics
Answers
D.
Customer feedback
D.
Customer feedback
Answers
Suggested answer: A

Question 337

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What can be used to determine if a service is 'fit for purpose'?

A.
Availability
A.
Availability
Answers
B.
Warranty
B.
Warranty
Answers
C.
Outcome
C.
Outcome
Answers
D.
Utility
D.
Utility
Answers
Suggested answer: D

Question 338

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In service relationships, what is a benefit of identifying consumer roles?

A.
It enables effective stakeholder management
A.
It enables effective stakeholder management
Answers
B.
It provides shared service expectations
B.
It provides shared service expectations
Answers
C.
It removes constraints from the customer
C.
It removes constraints from the customer
Answers
D.
It enables a common definition of value
D.
It enables a common definition of value
Answers
Suggested answer: A

Question 339

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What varies in size and complexity, and uses functions to achieve its objectives?

A.
A risk
A.
A risk
Answers
B.
An organization
B.
An organization
Answers
C.
A practice
C.
A practice
Answers
D.
An outcome
D.
An outcome
Answers
Suggested answer: B

Question 340

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Which includes governance, management practices, and continual improvement?

A.
The service value system
A.
The service value system
Answers
B.
The 'deliver and support' value chain activity
B.
The 'deliver and support' value chain activity
Answers
C.
The 'focus on value' guiding principle
C.
The 'focus on value' guiding principle
Answers
D.
The 'value stream and processes' dimension
D.
The 'value stream and processes' dimension
Answers
Suggested answer: A
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