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Free ITIL® ITILFND V4 Exam Questions (page: 22)

Page 9 of 46
PDF with 356 Questions

What is included in the purpose of the 'relationship management' practice?

  1. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
  2. Setting clear business-based targets so that the delivery of a service can be properly assessed
  3. Creating collaborative relationships with key suppliers to uncover and realize new value
  4. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Answer(s): A



Which guiding principle discourages 'silo activity'?

  1. Focus on value
  2. Start where you are
  3. Collaborate and promote visibility
  4. Keep it simple and practical

Answer(s): C



What is the MAIN benefit of 'problem management'?

  1. Restoring normal service as quickly as possible
  2. Reducing the number and impact of incidents
  3. Maximizing the number of successful changes
  4. Managing workarounds and known errors

Answer(s): B



Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

  1. Continual improvement
  2. Service value chain
  3. Practices
  4. Guiding principles

Answer(s): D



What is defined as any financially valuable component that can contribute to the delivery of a service?

  1. Configuration item
  2. Product
  3. IT asset
  4. Event

Answer(s): C



Which statement about the 'optimize and automate' guiding principle is CORRECT?

  1. Activities should be automated before they are optimized
  2. Automation is best applied to non-standard tasks
  3. Technology eliminates the need for human intervention
  4. Automation frees human resources for more complex activities

Answer(s): D



Which phase of problem management includes analyzing incidents to look for patterns and trends?

  1. Problem identification
  2. Problem control
  3. Error control
  4. Post-implementation review

Answer(s): A



Which dimension considers the application of artificial intelligence to service management?

  1. Organizations and people
  2. Information and technology
  3. Partners and suppliers
  4. Value streams and processes

Answer(s): B



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