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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 39

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Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

A.
Deployment management
A.
Deployment management
Answers
B.
Release management
B.
Release management
Answers
C.
Change enablement
C.
Change enablement
Answers
D.
Service configuration management
D.
Service configuration management
Answers
Suggested answer: C

Which is the BEST example of a standard change?

A.
The review and authorization of a change requested by a customer
A.
The review and authorization of a change requested by a customer
Answers
B.
The implementation of a critical software patch in response to a vendor security Issue
B.
The implementation of a critical software patch in response to a vendor security Issue
Answers
C.
The Installation of a software application in response to a service request
C.
The Installation of a software application in response to a service request
Answers
D.
The replacement of a component in response to a major incident
D.
The replacement of a component in response to a major incident
Answers
Suggested answer: C

Which can act as an operating model for an organization?

A.
The four dimensions of service management
A.
The four dimensions of service management
Answers
B.
The service value chain
B.
The service value chain
Answers
C.
The ITIL guiding principles
C.
The ITIL guiding principles
Answers
D.
Continual improvement
D.
Continual improvement
Answers
Suggested answer: B

Which practice recommends the use of event-based surveys to gather feedback from customers?

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

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A.
Focus on value
A.
Focus on value
Answers
B.
Progress iteratively with feedback
B.
Progress iteratively with feedback
Answers
C.
Collaborate and promote visibility
C.
Collaborate and promote visibility
Answers
D.
Optimize and automate
D.
Optimize and automate
Answers
Suggested answer: B

Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?

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

In which situation will incident management USUALLY use a separate process?

A.
Where no target resolution time exists
A.
Where no target resolution time exists
Answers
B.
For low impact incidents
B.
For low impact incidents
Answers
C.
Where the cause must be diagnosed
C.
Where the cause must be diagnosed
Answers
D.
For information security incidents
D.
For information security incidents
Answers
Suggested answer: D

Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

A.
Incident management
A.
Incident management
Answers
B.
Change enablement
B.
Change enablement
Answers
C.
Service level management
C.
Service level management
Answers
D.
Continual improvement
D.
Continual improvement
Answers
Suggested answer: A

Which practice makes use of methods from Lean. Agile and DevOps?

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

Which statement about service offerings is CORRECT?

A.
The same product can be used as a basis for more than one service offering
A.
The same product can be used as a basis for more than one service offering
Answers
B.
Service offerings include the transfer of goods from the consumer to the prowler
B.
Service offerings include the transfer of goods from the consumer to the prowler
Answers
C.
Service offerings describe how providers and consumers cooperate to co-create value
C.
Service offerings describe how providers and consumers cooperate to co-create value
Answers
D.
Each service should be described to consumers as a single service offering
D.
Each service should be described to consumers as a single service offering
Answers
Suggested answer: A
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