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Master the ITIL – Foundation (v4) ITILFND Exam with Confidence!

Questions 111

What is defined as "the role that uses services?

Options:

A.

Service consumer

B.

Customer

C.

User

D.

Sponsor

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Questions 112

Which is a key element of the 'think and work holistically' guiding principle?

Options:

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

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Questions 113

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

Options:

A.

Service relationship management

B.

Service consumption

C.

The service value system

D.

The release management' practice

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Questions 114

What ensures that a service provider and a service consumer continually co-create value?

Options:

A.

Service consumption

B.

Service offerings

C.

Change enablement

D.

Service relationship management

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Questions 115

Which is the BEST example of a standard change?

Options:

A.

The review and authorization of a change requested by a customer

B.

The implementation of a critical software patch in response to a vendor security Issue

C.

The Installation of a software application in response to a service request

D.

The replacement of a component in response to a major incident

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Questions 116

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

Options:

A.

To organize a major improvement initiative into several smaller initiatives

B.

To make new and improved services and features available for use

C.

To ensure a shared understanding of the vision and improvement direction for all products and services

D.

To continually improve all products and services across all value chain activities

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Questions 117

Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

Options:

A.

Executing improvement actions

B.

Performing baseline assessments

C.

Defining the improvement plan

D.

Understanding the business mission

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Questions 118

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

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Questions 119

Which is a use of a change schedule?

Options:

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems

C.

Providing a means of initiating and assessing normal changes

D.

Tracking and managing improvement ideas from identification through to final action

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Questions 120

Which practice involves the management of vulnerabilities that were not identified before the service went live?

Options:

A.

Service request management

B.

Problem management

C.

Change control

D.

Service level management

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