ITILFND_V4 exam

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?A . Executing improvement actionsB . Performing baseline assessmentsC . Defining the improvement planD . Understanding the business missionView AnswerAnswer: B

What takes responsibility for the outcomes of service consumption?A . OrganizationB . SponsorC . CustomerD . Service providerView AnswerAnswer: C

Which practice forms a link between the service provider and the users of services?A . Change controlB . Service level managementC . Problem managementD . Service deskView AnswerAnswer: D

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?A . Deployment managementB . Release managementC . Change controlD . Service configuration managementView AnswerAnswer: C

What is an IT asset?A . Any financially valuable component that can contribute to delivery of an IT product or serviceB . Any component that needs to be managed in order to deliver a serviceC . A request from a user that initiates a service actionD . The removal of...

What describes how components and activities work together to facilitate value creation?A . The ITIL service value systemB . The ITIL guiding principlesC . The four dimensions of service managementD . A service relationshipView AnswerAnswer: A

Which statement about 'continual improvement' is CORRECT?A . All improvement ideas should be logged in a single 'continual improvement register'B . A single team should carry out 'continual improvement' across the organizationC . 'Continual improvement' should have minimal interaction with other practicesD . Everyone in the organization is responsible for...

Which statement about outcomes is CORRECT?A . Outcomes are one or more services that fulfil the needs of a service consumerB . Service providers help service consumers achieve outcomesC . Outcomes help service consumers achieve outputsD . Helping service consumers achieve outcomes reduces service provider costsView AnswerAnswer: B

What are guiding principles?A . A set of interconnected activities that help an organization deliver a valuable serviceB . A description of one or more services that help address the needs of a target consumer groupC . A set of specialized organizational capabilities for enabling value for customersD . Recommendations...

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?A . Each iteration should be designed before starting the initiative and implemented without feedbackB . Feedback should only be taken into account when one iteration fails to meet its objectiveC . Feedback should be reduced for...