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ITILFND V4
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Question 51
Which should be handled by 'service request management'?
- A: A request to implement a security patch
- B: A request to provide a laptop
- C: A request to resolve an error in a service
- D: A request to change a target in a service level agreement
Question 52
What can be described as an operating model for the creation and management of products and services?
- A: Governance
- B: Service value chain
- C: Guiding principles
- D: Practices
Question 53
Which action is performed by a service provider?
- A: Requesting required service actions
- B: Authorizing budget for service consumption
- C: Ensuring access to agreed resources
- D: Receiving of the agreed goods
Question 54
Which step of the continual improvement model includes baseline assessments?
- A: Did we get there?
- B: Where are we now?
- C: What is the vision?
- D: Where do we want to be?
Question 55
Which describes a 'change authority'?
- A: A model used to determine who will assess a change
- B: A person who approves a change
- C: A tool used to help plan changes
- D: A way to manage the people aspects of change
Question 56
Which is NOT a component of the service value system?
- A: The service value chain
- B: Opportunity and demand
- C: Continual improvement
- D: Governance
Question 57
Which is a recommendation of the guiding principle 'think and work holistically'?
- A: Conduct a review of existing service management practices and decide what to keep and what to discard
- B: Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
- C: Review service management practices and remove any unnecessary complexity
- D: Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Question 58
Which statement about service relationship management is CORRECT?
- A: It focuses on the service actions performed by users
- B: It requires the service consumer to create resources for the service provider
- C: It requires co-operation of both the service provider and service consumer
- D: It focuses on the fulfilment of the agreed service actions
Question 59
What is the MOST important reason for prioritizing incidents?
- A: To ensure that user expectations are realistic
- B: To ensure that incidents with highest impact are resolved first
- C: To help information-sharing and learning
- D: To provide links to related changes and known errors
Question 60
Which 'service level management' activity helps staff to deliver a more business-focused service?
- A: Creating targets based on the percentage of uptime of a service
- B: Understanding the ongoing requirements of customers
- C: Using complex technical terminology in service level agreements (SLAs)
- D: Measuring low-level operational activities
Question 61
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
- A: Service request management
- B: Service configuration management
- C: Deployment management
- D: Change enablement
Question 62
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
- A: Progress iteratively with feedback
- B: Collaborate and promote visibility
- C: Think and work holistically
- D: Keep it simple and practical
Question 63
What is the purpose of the 'monitoring and event management' practice?
- A: To restore normal service operation as quickly as possible
- B: To manage workarounds and known errors
- C: To capture demand for incident resolution and service requests
- D: To systematically observe services and service components
Question 64
Which statement about outcomes is CORRECT?
- A: Outcomes rely on outputs to deliver results for a stakeholder
- B: Outcomes use activities to produce tangible or intangible deliverables
- C: Outcomes give service consumers assurance of products or services
- D: Outcomes help a service consumer to assess the cost of a specific activity
Question 65
Which skill is required by the 'service level management' practice?
- A: Supplier management
- B: Technical expertise
- C: Event monitoring
- D: Problem management
Question 66
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
- B: The flow of the model helps organizations to link improvements to its goals
- C: The model is applicable to only certain parts of the service value system
- D: Organizations should use an additional model or method to link improvements to customer value
Question 67
What is the definition of warranty?
- A: A means of identifying events that could cause harm or loss
- B: A means of determining whether a service is fit for purpose
- C: A means of identifying a result for a stakeholder
- D: A means of determining whether a service is fit for use
Question 68
Which statement about 'continual improvement' is CORRECT?
- A: All improvement ideas should be logged in a single 'continual improvement register'
- B: A single team should carry out 'continual improvement' across the organization
- C: 'Continual improvement' should have minimal interaction with other practices
- D: Everyone in the organization is responsible for some aspects of 'continual improvement'
Question 69
Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
- A: Change enablement
- B: Problem management
- C: Information security management
- D: Service configuration management
Question 70
Which statement about value creating activities is CORRECT?
- A: Each value stream should be designed with a specific combination of service value chain activities
- B: Service value chain activities have pre-determined dependencies on ITIL practices
- C: A value stream is an operating model for creating value through products and services
- D: Organizations should ensure that each value stream is applicable to many scenarios
Question 71
Which is provided by the 'engage' value chain activity?
- A: Ensuring that stakeholder expectations for quality are met
- B: Ensuring that stakeholder needs are understood by the organization
- C: Ensuring that service components are available when needed
- D: Ensuring that services are operated to meet agreed specifications
Question 72
Which is part of the 'focus on value' guiding principle?
- A: Understanding what services help the service consumer
- B: Reducing the number of steps in the customer experience
- C: Assessing services to identify parts that can be reused
- D: Identifying activities that can be achieved in smaller iterations
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