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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 35

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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 341

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Which statement about service requests is CORRECT?

A.
Complex service requests should be dealt with as normal changes
A.
Complex service requests should be dealt with as normal changes
Answers
B.
Service requests that require simple workflows should be dealt with as incidents
B.
Service requests that require simple workflows should be dealt with as incidents
Answers
C.
Service requests require workflows that should use manual procedures and avoid automation
C.
Service requests require workflows that should use manual procedures and avoid automation
Answers
D.
Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
D.
Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
Answers
Suggested answer: D

Question 342

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Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

A.
Organizations and people
A.
Organizations and people
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B.
Information and technology
B.
Information and technology
Answers
C.
Partners and suppliers
C.
Partners and suppliers
Answers
D.
Value streams and processes
D.
Value streams and processes
Answers
Suggested answer: C

Question 343

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What is defined as a change of state that has significance for the management of an IT service?

A.
Event
A.
Event
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B.
Incident
B.
Incident
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C.
Problem
C.
Problem
Answers
D.
Known error
D.
Known error
Answers
Suggested answer: A

Question 344

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What can be described as an operating model for the creation and management of products and services?

A.
Governance
A.
Governance
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B.
Service value chain
B.
Service value chain
Answers
C.
Guiding principles
C.
Guiding principles
Answers
D.
Practices
D.
Practices
Answers
Suggested answer: B

Question 345

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Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A.
A standard change
A.
A standard change
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B.
A change model
B.
A change model
Answers
C.
An emergency change
C.
An emergency change
Answers
D.
A normal change
D.
A normal change
Answers
Suggested answer: A

Question 346

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Which describes the 'plan' value chain activity?

A.
It ensures a shared understanding of the current status and vision for all products and services across the organization
A.
It ensures a shared understanding of the current status and vision for all products and services across the organization
Answers
B.
It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations
B.
It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations
Answers
C.
It ensures that service components are available when and where they are needed, and meet agreed specifications
C.
It ensures that service components are available when and where they are needed, and meet agreed specifications
Answers
D.
It ensures continual improvement of products, services, and practices across all value chain activities
D.
It ensures continual improvement of products, services, and practices across all value chain activities
Answers
Suggested answer: A

Question 347

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Which phase of problem management includes analysing incidents to look for patterns and trends?

A.
Problem identification
A.
Problem identification
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B.
Problem control
B.
Problem control
Answers
C.
Error control
C.
Error control
Answers
D.
Post-implementation review
D.
Post-implementation review
Answers
Suggested answer: A

Question 348

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Which statement about the 'optimize and automate' guiding principle is CORRECT?

A.
Activities should be automated before they are optimized
A.
Activities should be automated before they are optimized
Answers
B.
Automation is best applied to non-standard tasks
B.
Automation is best applied to non-standard tasks
Answers
C.
Technology eliminates the need for human intervention
C.
Technology eliminates the need for human intervention
Answers
D.
Automation frees human resources for more complex activities
D.
Automation frees human resources for more complex activities
Answers
Suggested answer: D

Question 349

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Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

A.
Continual improvement
A.
Continual improvement
Answers
B.
Service value chain
B.
Service value chain
Answers
C.
Practices
C.
Practices
Answers
D.
Guiding principles
D.
Guiding principles
Answers
Suggested answer: D

Question 350

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What is the MAIN benefit of 'problem management'?

A.
Restoring normal service as quickly as possible
A.
Restoring normal service as quickly as possible
Answers
B.
Reducing the number and impact of incidents
B.
Reducing the number and impact of incidents
Answers
C.
Maximizing the number of successful changes
C.
Maximizing the number of successful changes
Answers
D.
Managing workarounds and known errors
D.
Managing workarounds and known errors
Answers
Suggested answer: D
Total 503 questions
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