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ITILFND
ITIL – Foundation (v4) Questions and Answers

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88% Average Score

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Viewing page 15 out of 15 pages

Viewing questions 141-150 out of questions

Questions # 141:

What can a service remove from the consumer and impose on the consumer?

Options:

Utility

Asset

Cost

Outcome

Answer

Questions # 142:

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

Options:

The problem record is deleted

The problem remains in the known error status

A change request is submitted to change control

Problem management restores the service as soon as possible

Answer

Questions # 143:

What is recommended by the guiding principle ‘progress iteratively with feedback’?

Options:

A current state assessment that is carried out at the start of an improvement initiative

The identification of all interested parts at the start of an improvement initiative

An improvement initiative that is broken into a number of manageable sections

An assessment of how all the parts of an organization will affect an improvement initiative

Answer

Questions # 144:

Which dimension of service management considers governance, management, and communication?

Options:

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Answer

Questions # 145:

Which process works with incident management to ensure that security breaches are detected and logged?

Options:

Change management

Service level management

Access management

Continual service improvement

Answer

Questions # 146:

Which is the correct combination of items that makes up an IT service?

Options:

Customers, providers and documents

Information technology, people and processes

Information technology, networks and people

People, processes and customers

Answer

Questions # 147:

Which practice provides users with a way to get various requests arranged, explained and coordinated?

Options:

Service level management

Relationship management

Continual improvement

Service desk

Answer

Explanation

Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.

[Reference: https://www.bmc.com/blogs/itil-service-desk/, ]

Questions # 148:

Which does the ITIL service value system discourage?

Options:

Coordinated authorities and responsibilities

Organizational silos

Interfaces among practices

Organizational agility

Answer

Explanation

Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.

[Reference: https://www.bmc.com/blogs/itil-service-value-system/, ]

Questions # 149:

Why should service desk staff detect recurring issues?