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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 37

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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 361

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Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

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

Explanation:

The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.

https://www.bmc.com/blogs/itil-incident-management/

Question 362

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Which of the four dimensions include, the knowledge bases needed to deliver and manage 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: B

Explanation:

This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).

https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4

Question 363

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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 low of the model helps organizations to link improvements to its goals
B.
The low 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: A

Question 364

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Which describes a CORRECT approach to change authorization?

A.
Changes included in the change schedule are pre-authorized and do not need additional authorization
A.
Changes included in the change schedule are pre-authorized and do not need additional authorization
Answers
B.
formal changes should be assessed and authorized before they are deployed
B.
formal changes should be assessed and authorized before they are deployed
Answers
C.
Emergency changes should be authorized by as many people as possible to reduce risk
C.
Emergency changes should be authorized by as many people as possible to reduce risk
Answers
D.
formal changes are typically implemented as service requests and authorized by the service desk
D.
formal changes are typically implemented as service requests and authorized by the service desk
Answers
Suggested answer: B

Question 365

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Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A.
Executing improvement actions
A.
Executing improvement actions
Answers
B.
Performing baseline assessments
B.
Performing baseline assessments
Answers
C.
Defining the improvement plan
C.
Defining the improvement plan
Answers
D.
Understanding the business mission
D.
Understanding the business mission
Answers
Suggested answer: B

Question 366

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Which describe a 'change authority'?

A.
a model used to determine who will assess a change
A.
a model used to determine who will assess a change
Answers
B.
A person who approves a change
B.
A person who approves a change
Answers
C.
A tool used to help plan changes
C.
A tool used to help plan changes
Answers
D.
A way to manage the people aspects of change
D.
A way to manage the people aspects of change
Answers
Suggested answer: B

Question 367

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Which statement about output is correct?

A.
They consist of several outcomes.
A.
They consist of several outcomes.
Answers
B.
They capture customer demand for services
B.
They capture customer demand for services
Answers
C.
They contribute to the achievement of outcomes
C.
They contribute to the achievement of outcomes
Answers
D.
They describes how the service performs.
D.
They describes how the service performs.
Answers
Suggested answer: C

Question 368

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Which statement about outcomes is CORRECT?

A.
Outcomes rely on outputs to deliver results for a stakeholder.
A.
Outcomes rely on outputs to deliver results for a stakeholder.
Answers
B.
Outcomes use activities to produce tangible or intangible deliverables.
B.
Outcomes use activities to produce tangible or intangible deliverables.
Answers
C.
Outcomes gives service consumers assurance of products or services
C.
Outcomes gives service consumers assurance of products or services
Answers
D.
Outcomes help a service consumers to assess the cost of a specific activity
D.
Outcomes help a service consumers to assess the cost of a specific activity
Answers
Suggested answer: A

Question 369

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Which is an activity of the 'problem management' practice?

A.
Restoration of normal service operation as quickly as possible
A.
Restoration of normal service operation as quickly as possible
Answers
B.
Prioritization of problems based on the risk that they pose
B.
Prioritization of problems based on the risk that they pose
Answers
C.
Authorization of changes to resolve the cause of problems.
C.
Authorization of changes to resolve the cause of problems.
Answers
D.
Resolution of incidents in a time that meet customer expectations
D.
Resolution of incidents in a time that meet customer expectations
Answers
Suggested answer: B

Question 370

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Which practice has the purpose of ensuring that the organization's suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?

A.
Release management
A.
Release management
Answers
B.
Supplier management
B.
Supplier management
Answers
C.
Service management
C.
Service management
Answers
D.
Relationship management
D.
Relationship management
Answers
Suggested answer: B
Total 503 questions
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