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ITILFND
ITIL – Foundation (v4) Questions and Answers

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Viewing page 8 out of 15 pages

Viewing questions 71-80 out of questions

Questions # 71:

Which is a use of the change schedule?

Options:

Assigning resources to changes

Deciding the approval authority for changes

Automating the change process

Creating change models

Answer

Explanation

[Reference: https://www.bmc.com/blogs/itil-change-enablement/, ]

Questions # 72:

Which of the following is the MOST important 'or effective incident management?

Options:

Collaboration tools and techniques

Balanced scorecard review

Automated pipelines

A variety of access channels

Answer

Questions # 73:

Which statement about output is correct?

Options:

They consist of several outcomes.

They capture customer demand for services

They contribute to the achievement of outcomes

They describes how the service performs.

Answer

Questions # 74:

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

Options:

Incident management

Service level management

Problem management

Service request management

Answer

Questions # 75:

Which practice has a strong influence on the user experience and perception of the service provider?

Options:

Service desk

Change enablement

Service level management

Supplier management

Answer

Questions # 76:

Which dimension of service management considers how activities are coordinated?

Options:

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Answer

Questions # 77:

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

Options:

Change

Event

Known error

Problem

Answer

Explanation

ITIL® defines a problem as a cause, or potential cause, of one or more incidents. A known error is a problem that has been analyzed but not resolved.

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

Questions # 78:

Which practice balance management of risk with maximizing throughput?

Options:

Change enablement

Continual improvement

Incident management

Problem management

Answer

Explanation

The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Questions # 79:

Which of the four dimensions contributes MOST to defining activities needed to deliver services?

Options:

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

Answer

Explanation

Value Streams & Processes

The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. This dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service management is that an organization establishes an operating model that that effectively organizes the key activities needed to manage products and services.

Value streams

A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to consumers.

Structuring the organization’s service and product portfolios around value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services. By mapping its value streams, an organization can identify what is critical, what introduces waste and what can be improved upon.

Processes

A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.

Processes define the sequence of actions and their dependencies, as well as describe what is done to accomplish an objective. Processes are underpinned by policies and can be broken down further through procedures which outline what is done, when, and by whom.

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

Questions # 80:

What should remain constant within an organization, even when the organization's objectives change?