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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 51

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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?
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?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which competencies are required by the 'service level management' practice?
When should a full risk assessment and authorization be carried out for a standard change?

Question 501

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Which is a key requirement for successful service level agreements (SLAs)?

A.
They should be written using language and terms which all parties will understand
A.
They should be written using language and terms which all parties will understand
Answers
B.
They should be based on system-based metrics which are useful to the service provider
B.
They should be based on system-based metrics which are useful to the service provider
Answers
C.
They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
C.
They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
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D.
They should avoid ambiguous targets such as those relating to user experience
D.
They should avoid ambiguous targets such as those relating to user experience
Answers
Suggested answer: A

Explanation:

An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.

Some of the key requirements for successful SLAs include:

They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.

They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.

They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.

They must be simply written and easy to understand and use for all parties.

https://www.bmc.com/blogs/itil-service-levelmanagement/#:~:text=Service%20Level%20Agreements%20(SLAs)&text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%20metrics.

Question 502

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Which of the four dimensions focuses or managing data in compliance with industry regulations?

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

Explanation:

ITIL® has defined four dimensions that collectively are critical to the effective and efficient delivery of value to customers and other stakeholders in the form of products and services. These dimensions are:

Organizations and People

Information and Technology

Partners and Suppliers

Value Streams and Processes

https://www.bmc.com/blogs/itil-four-dimensions-service-management/

Question 503

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When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?

A.
Business objectives
A.
Business objectives
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B.
Improvement plans
B.
Improvement plans
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C.
Assessment results
C.
Assessment results
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D.
Measureable Targets
D.
Measureable Targets
Answers
Suggested answer: C

Explanation:

The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.

For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.

https://www.bmc.com/blogs/itil-continual-improvement/


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