ITIL V4 Foundation Certification – Part-17
Question #141
Which practice makes new services available for use?
A. Change enablement
B. Release management
C. Deployment management
D. IT asset management
Correct Answer: B
Question #142
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate
Correct Answer: D
Question #143
What can be described as an operating model for the creation and management of products and services?
A. Governance
B. Service value chain
C. Guiding principles
D. Practices
Correct Answer: B
Question #144
Which does the ITIL service value system discourage?
A. Coordinated authorities and responsibilities
B. Organizational silos
C. Interfaces among practices
D. Organizational agility
Correct Answer: B
Question #145
Which statement about the ‘change enablement’ practice is CORRECT?
A. Service requests are usually normal changes that can be implemented quickly without authorization
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
Correct Answer: D
Question #146
What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers Most Voted
C. Opportunity, demand and value Most Voted
D. Service desk
Correct Answer: B
Question #147
Which helps to manage an incident when it is unclear which support team should be working on the incident?
A. Disaster recovery plans
B. Swarming
C. Target resolution times
D. Self-help
Correct Answer: B
Question #48
Which will NOT be handled as a service request?
A. The degradation of a service
B. The replacement of a toner cartridge
C. The provision of a laptop
D. A complaint about a support team
3
Correct Answer: A
Question #149
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
A. Service level management
B. Service desk
C. Continual improvement
D. Change enablement
Correct Answer: A
Question #149
What impact does automation have on a service desk?
A. Less low level work and a greater ability to focus on user experience
B. Increased phone contact and a reduced ability to focus on user experience
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralized location
Correct Answer: A
Question #150
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
A. Supplier management
B. Change control
C. Relationship management
D. Service desk
Correct Answer: C
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