ITILFND V4 Exam Prep PDF

- Expert Verified, Online, Free. Prepare for your ITILFND V4 exam with additional products Study Guide 340 PDF Pages $19.99 Buy Now Video Course 90 Lectures $19.99 Buy Now  Custom View Settings Question #200 Identify the missing word in the following sentence: A customer defines the [?] for...

- Expert Verified, Online, Free. Prepare for your ITILFND V4 exam with additional products Study Guide 340 PDF Pages $19.99 Buy Now Video Course 90 Lectures $19.99 Buy Now  Custom View Settings Question #200 Identify the missing word in the following sentence: A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption. A. requirements B. resources C. suppliers D. products Correct Answer: A Topic 1 Question #201 Topic 1 Which of the following ensures that a service provider and a service consumer continually co-create value? A. Service consumption B. Service offerings C. Service level management D. Service relationship management Correct Answer: D Question #202 Topic 1 What type of charge is often used for resolving incidents or implementing security patches? A. Standard change B. Normal change C. Emergency change D. Change model Correct Answer: C Question #203 Topic 1 Which of the following includes configuring components and activities to facilitate outcomes for stakeholders? A. Service relationship management B. Service consumption C. The service value system D. The 'release management' practice Correct Answer: C Question #204 Which statement about outcomes is CORRECT? A. Outcomes enable products to be delivered to a stakeholder B. An outcome defines the amount of money spent on technology for a service C. An outcome depends on at least one output to deliver a result D. Outcomes provide assurance to stakeholders on how a service performs Correct Answer: C Topic 1 Question #205 Topic 1 Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds? A. Problem identification B. Problem control C. Error control D. Problem analysis Correct Answer: C Question #206 Topic 1 Which practice performs reviews to ensure that services continue to meet the needs of the customers? A. Monitoring and event management B. Service level management C. Change enablement D. Service desk Correct Answer: B Question #207 Topic 1 Which service value chain activity deals with the purchase of new products? A. Engage B. Obtain/build C. Plan D. Improve Correct Answer: B Question #208 Which of the following is included in the purpose of the 'continual improvement' practice? A. The restoration of normal service operation as quickly as possible B. The establishment of links between the organization and its stakeholders at strategic and tactical levels C. The alignment of the organization's practices and services with changing business needs D. The reduction of the likelihood and impact of incidents Correct Answer: C Topic 1 Question #209 Topic 1 Which is included in the purpose of the 'improve' value chain activity? A. Ensuring the continual improvement of practices across all value chain activities B. Ensuring that services continually meet expectations for quality, costs, and time to market C. Ensuring a shared understanding of the improvement direction for services across the organization D. Ensuring continual engagement and good relationships with all stakeholders Correct Answer: C Question #210 Topic 1 Which is the BEST type of resource for investigating complex incidents? A. Self-help systems B. Knowledgeable support staff C. Detailed work instructions D. Disaster recovery plans Correct Answer: B Question #211 What is defined as `any component that needs to be managed in order to deliver an IT service`? A. An event B. An IT asset C. A configuration item D. A change Correct Answer: C Topic 1 Question #212 Topic 1 Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding principle? 1. It is important to assess which method of communication is appropriate for each type of stakeholder. 2. Complex systems should be designed with an understanding of how the components' parts are related. 3. Organizations should consider whether technology could improve the efficiency of manual processes. 4. It is important to understand the organization's objectives when assessing the impact of potential improvements A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 Correct Answer: C Question #213 Topic 1 Which statement about emergency changes is CORRECT? A. Emergency changes are low risk and well understood B. Authorization of emergency changes may be deferred until after implementation C. It is necessary to complete all documentation before an emergency change is implemented D. Emergency changes are not usually recorded in the change schedule Correct Answer: D Question #214 Which is the definition of an IT asset? A. Any financially valuable component that contributes to a service B. Any request from a user that is a normal part of service delivery C. Any component that needs to be managed to deliver a service D. Any change of state that has significance for the management of a service Correct Answer: A Topic 1 Question #215 Topic 1 Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Correct Answer: C Question #216 Topic 1 What is defined as 'the role that uses services'? A. Service consumer B. Customer C. User D. Sponsor Correct Answer: C Question #217 Topic 1 Which is an example of a problem control activity? A. Reviewing incident records to identify trends B. Implementing a technical fix to resolve an issue C. Re-assessing a known error to understand the ongoing impact D. Documenting the steps in a workaround Correct Answer: D Question #218 What should remain constant within an organization, even when the organizations objectives change? A. Outputs B. Guiding principles C. Service offerings D. Outcomes Correct Answer: B Topic 1 Question #219 Topic 1 Which is a key element of the 'think and work holistically' guiding principle? A. Assessing which procedures can be re-used when improving a service B. Understanding the methods applicable to complex systems C. Eliminating metrics which do not contribute to achieving an objective D. Using technology for standard tasks to give people time for complex activities Correct Answer: B Question #220 Topic 1 Which practice has a purpose that includes managing authentication and non-repudiation? A. Information security management B. Supplier management C. Service configuration management D. Relationship management Correct Answer: A Question #221 Topic 1 Which of the following is the MOST important for effective incident management? A. Collaboration tools and techniques B. Balanced scorecard review C. Automated pipelines D. A variety of access channels Correct Answer: A Question #222 Which practice handles all pre-defined user-initiated service actions? A. Deployment management B. Incident management C. Service level management D. Service request management Correct Answer: D Topic 1