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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 36

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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 351

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Which guiding principle discourages 'silo activity'?

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

Question 352

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Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

A.
Service level management
A.
Service level management
Answers
B.
Relationship management
B.
Relationship management
Answers
C.
Service desk
C.
Service desk
Answers
D.
Monitoring and event management
D.
Monitoring and event management
Answers
Suggested answer: C

Question 353

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Which dimension considers the application of artificial intelligence to service management?

A.
Organizations and people
A.
Organizations and people
Answers
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: B

Question 354

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Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

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

Question 355

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Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A.
Service providers are able to respond more quickly to customer needs
A.
Service providers are able to respond more quickly to customer needs
Answers
B.
Bottlenecks in the service provider's workflow are identified.
B.
Bottlenecks in the service provider's workflow are identified.
Answers
C.
The complexities of the service provider's IT systems are identified.
C.
The complexities of the service provider's IT systems are identified.
Answers
D.
The service provider gains a better understanding of the customer experience.
D.
The service provider gains a better understanding of the customer experience.
Answers
Suggested answer: A

Question 356

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Which costs are included in the value proposition of a service?

A.
Additional expense that the service consumer has because they are using the service
A.
Additional expense that the service consumer has because they are using the service
Answers
B.
Money that the service consumer no longer needs to spend because they are using the service
B.
Money that the service consumer no longer needs to spend because they are using the service
Answers
C.
Tangible or intangible results for the service consumer because they are using the service
C.
Tangible or intangible results for the service consumer because they are using the service
Answers
D.
The benefits, usefulness. and importance of the service that are perceived by the service consumer
D.
The benefits, usefulness. and importance of the service that are perceived by the service consumer
Answers
Suggested answer: D

Question 357

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Which practice provides a communications point for users to report operational issues, queries and requests?

A.
Incident management
A.
Incident management
Answers
B.
Continual improvement
B.
Continual improvement
Answers
C.
Service desk
C.
Service desk
Answers
D.
Relationship management
D.
Relationship management
Answers
Suggested answer: C

Explanation:

The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.

https://www.bmc.com/blogs/itil-service-desk/

Question 358

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Which BEST describes the purpose of the 'improve' value chain activity?

A.
To organize a major improvement initiative into several smaller initiatives
A.
To organize a major improvement initiative into several smaller initiatives
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B.
To make new and improved services and features available for use
B.
To make new and improved services and features available for use
Answers
C.
To ensure a shared understanding of the vision and improvement direction for all products and services
C.
To ensure a shared understanding of the vision and improvement direction for all products and services
Answers
D.
To continually improve all products and services across all value chain activities
D.
To continually improve all products and services across all value chain activities
Answers
Suggested answer: D

Explanation:

"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."

https://www.symphonysummit.com/products/defining-industry-terms-itsm-itilitil4/#:~:text=Improve%20%E2%80%93%E2%80%9CThe%20purpose%20of%20the,four%20dimensions%20of%20service%20management.%E2%80%9D

Question 359

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Identify the missing word in the following sentence.

A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

A.
problem
A.
problem
Answers
B.
risk
B.
risk
Answers
C.
change
C.
change
Answers
D.
configuration item
D.
configuration item
Answers
Suggested answer: C

Question 360

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Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

A.
Organizations and people
A.
Organizations and people
Answers
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: D

Explanation:


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