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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 8

Question list

List of questions

Question 71

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Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Question 72

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Which statement about costs is CORRECT?

Question 73

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What is typically needed to assign complex incidents to support groups?

Question 74

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Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Question 75

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A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Question 76

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What should be done to determine the appropriate metrics for measuring a new service?

Question 77

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Which dimension includes activities and workflows?

Question 78

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What should be used to set user expectations for request fulfilment times?

Question 79

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Which describes outcomes?

Question 80

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How should an organization adopt continual improvement methods?

Question 71

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Incident management

Continual improvement

Service request management

Problem management

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Question 72

Which statement about costs is CORRECT?

Costs removed from the consumer are part of service consumption

Costs imposed on the consumer are costs of service utility

Costs removed from the consumer are part of the value proposition

Costs imposed on the consumer are costs of service warranty

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Question 73

What is typically needed to assign complex incidents to support groups?

The incident priority

The incident category

A change schedule

A self-help tool

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Question 74

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Relationship management

Continual improvement

Service configuration management

Service level management

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Question 75

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

As an event

As a problem

As a service request

As a change request

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Question 76

What should be done to determine the appropriate metrics for measuring a new service?

Measuring the performance over the first six months, and basing a solution on the results

Asking customers to provide numerical targets that meet their needs

Using operational data to provide detailed service reports

Asking customers open questions to establish their requirements

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Question 77

Which dimension includes activities and workflows?

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

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Question 78

What should be used to set user expectations for request fulfilment times?

The consumer demand for the service

The time that the customer indicates for service delivery

The service levels of the supplier

The time needed to realistically deliver the service

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Question 79

Which describes outcomes?

Tangible or intangible deliverables

Results desired by a stakeholder

Configuration of an organization's resources

Functionality offered by a product or service

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Question 80

How should an organization adopt continual improvement methods?

Use a new method for each improvement the organization handles

Select a few key methods for the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

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Total 503 questions

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ITIL ITILFND-V4 Practice Test - Questions Answers, Page 8

Question list

List of questions

Question 71

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Question 72

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Question 73

(0)

Question 74

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Question 75

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Question 76

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Question 77

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Question 78

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Question 79

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Question 80

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