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ITILFND
ITIL – Foundation (v4) Questions and Answers

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Viewing page 5 out of 15 pages

Viewing questions 41-50 out of questions

Questions # 41:

Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

Options:

Executing improvement actions

Performing baseline assessments

Defining the improvement plan

Understanding the business mission

Answer

Questions # 42:

Which statement about service requests is CORRECT?

Options:

Complex service requests should be dealt with as normal changes

Service requests that require simple workflows should be dealt with as incidents

Service requests require workflows that should use manual procedures and avoid automation

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Answer

Questions # 43:

Which should be handled by ‘service request management’?

Options:

A request to implement a security patch

A request to provide a laptop

A request to resolve an error in a service

A request to change a target in a service level agreement

Answer

Explanation

[Reference: https://www.atlassian.com/itsm/service-request-management, ]

Questions # 44:

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Options:

Service request management

Service level management

Incident management

Change management

Answer

Explanation

The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.

https://www.bmc.com/blogs/itil-incident-management/

Questions # 45:

Which guiding principle discourages 'silo activity'?

Options:

Focus on value

Start where you are

Collaborate and promote visibility

Keep it simple and practical

Answer

Questions # 46:

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

Options:

relationships with suppliers

configuration of services

skills of people

authorization of changes

Answer

Explanation

[Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration- management-itil-4/, ]

Questions # 47:

What impact does automation have on a service desk?

Options:

Less low level work and a greater ability to focus on user experience

Increased phone contact and a reduced ability to focus on user experience

Ability to work from multiple locations, geographically dispersed

Ability to work from a single centralised location

Answer

Questions # 48:

What is the definition of warranty?

Options:

A means of identifying events that could cause harm or loss

A means of determining whether a service is fit for purpose

A means of identifying a result for a stakeholder

A means of determining whether a service is fit for use

Answer

Questions # 49:

Which is NOT a component of the service value system?

Options:

The service value chain

Opportunity and demand

Continual improvement

Governance

Answer

Questions # 50:

Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?