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Free ITIL® ITILFND V4 Exam Braindumps (page: 26)

Page 9 of 46
PDF with 347 Questions

Which BEST describes the purpose of the 'improve' value chain activity?

  1. To organize a major improvement initiative into several smaller initiatives
  2. To make new and improved services and features available for use
  3. To ensure a shared understanding of the vision and improvement direction for all products and services
  4. To continually improve all products and services across all value chain activities

Answer(s): D



Which includes governance, management practices, and continual improvement?

  1. The service value system
  2. The 'deliver and support' value chain activity
  3. The 'focus on value' guiding principle
  4. The 'value stream and processes' dimension

Answer(s): A



What is the definition of a problem?

  1. An unplanned interruption to a service, or reduction in the quality of a service
  2. A cause, or potential cause, of one or more incidents
  3. An incident for which a full resolution is not yet available
  4. Any change of state that has significance for the management of a configuration item (CI)

Answer(s): B



Which practice provides a communications point for users to report operational issues, queries and requests?

  1. Incident management
  2. Continual improvement
  3. Service desk
  4. Relationship management

Answer(s): C



Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

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

Answer(s): A



An organization asks a stakeholder to review a planned change.
Which guiding principle does this demonstrate?

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

Answer(s): A



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

  1. Service desk
  2. Change enablement
  3. Service level management
  4. Supplier management

Answer(s): A



Which statement about service requests is CORRECT?

  1. Complex service requests should be dealt with as normal changes
  2. Service requests that require simple workflows should be dealt with as incidents
  3. Service requests require workflows that should use manual procedures and avoid automation
  4. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Answer(s): D






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