Practice ITIL Questions With Certification guide Q&A from Training Expert PDFTorrent
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NEW QUESTION # 172
Which describe a 'change authority'?
- A. A person who approves a change
- B. A tool used to help plan changes
- C. A way to manage the people aspects of change
- D. a model used to determine who will assess a change
Answer: B
NEW QUESTION # 173
What is theprimary focus of the business management?
- A. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- B. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- C. Review of all capacity supplier agreements and underpinning contracts with supplier management
- D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Answer: D
Explanation:
Reference:https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=5&cad=rja &ved=0CE0QFjAE&url=http%3A%2F%2Fregions.cmg.org%2Fregions%2Frmcmg%2F201 0Fall%2FCMG%2520CM%2C%2520DM%2C%2520and%2520PE%2520Integration.ppt&ei =c0A-Uc7eDMeqO9ibgOAN&usg=AFQjCNFgdYh4ouidwk-Zlw9Nk1pmXJRtw&bvm=bv.43287494,d.ZWU(slide 3)
NEW QUESTION # 174
When can a known error record be raised?
1.At any time it would be useful to do so
2.After a workaround has been found
- A. Neither of theabove
- B. 1 only
- C. 2 only
- D. Both of the above
Answer: D
NEW QUESTION # 175
Which of the following is the MOST important 'or effective incident management?
- A. Automated pipelines
- B. A variety of access channels
- C. Collaboration tools and techniques
- D. Balanced scorecard review
Answer: C
NEW QUESTION # 176
Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?
- A. Service Design
- B. Continual Service Improvement
- C. Service Strategy
- D. Service Operation
Answer: A
NEW QUESTION # 177
Data used to support the capacity management process should be stored in:
- A. A configuration management system (CMS)
- B. A capacity management information system (CMIS)
- C. A configuration management database (CMDB)
- D. A capacity database (CDB)
Answer: B
NEW QUESTION # 178
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
- A. Focus on value
- B. Collaborate and promote
- C. Optimize and automate
- D. Think and work holistically
Answer: D
NEW QUESTION # 179
Which process is responsible for controlling, recording and reporting on the relationships relating to components of the IT infrastructure?
- A. Incident management
- B. Change management
- C. Service level management
- D. Service asset and configuration management
Answer: D
NEW QUESTION # 180
Which is an input to the service value system?
- A. A model to help meet stakeholders expectations
- B. The system of directing and controlling an organization
- C. A need from consumers for new or changes services
- D. Recommendations to help an organization in all aspects of its work
Answer: A
Explanation:
The key inputs to the SVS are opportunity and demand. The output of the SVS is value delivered by products and services. Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the organization
https://www.bmc.com/blogs/itil-service-value-system/#:~:text=The%20key%20inputs%20to%20the,or%
20otherwise%20improve%20the%20organization.
NEW QUESTION # 181
Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?
- A. Component capacity management
- B. Supplier capacity management
- C. Business capacity management
- D. Service capacity management
Answer: C
NEW QUESTION # 182
Which stage of the Continual Service Improvement (CSI) model is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
- A. Did we get there?
- B. Where do we want to be?
- C. How do we get there?
- D. Where are we now?
Answer: B
NEW QUESTION # 183
The BEST description of an Incident is:
- A. Any disruption to service whether planned or unplanned
- B. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
- C. An unplanned interruption to service or a reduction in the quality of service
- D. An unplanned disruption of service unless there is a backup to that service
Answer: C
NEW QUESTION # 184
Which is described by the 'organizations and people' dimension of service management?
- A. Inputs and outputs
- B. Contracts and agreements
- C. Communication and collaboration
- D. Workflows and controls
Answer: C
Explanation:
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/itil4-organizations-and-people#:~:text=The%20organizations%20and%20people%
20dimension%20sets%20out%20the%20people%20aspects,creation%20or%20consumption%20of%
20services.
NEW QUESTION # 185
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
- A. Start where you are
- B. Keep it simple and practical
- C. Collaborate and promote visibility
- D. Optimize and automate
Answer: B
NEW QUESTION # 186
Which one of the following is the BEST description of a service level agreement (SLA)?
- A. An agreement between the service provider and their customer
- B. The part of a contract thatspecifies the responsibilities of each party
- C. An agreement between the service provider and an internal organization
- D. An agreement between a service provider and an external supplier
Answer: A
NEW QUESTION # 187
Which of the following statements is CORRECT for every process?
1.It delivers its primary results to a customer or stakeholder
2.It defines activities that are executed by a single function
- A. 2 only
- B. Neither of the above
- C. Both of the above
- D. 1 only
Answer: D
NEW QUESTION # 188
In which situation will incident management USUALLY use a separate process?
- A. Where the cause must be diagnosed
- B. Where no target resolution time exists
- C. For information security incidents
- D. For low impact incidents
Answer: C
NEW QUESTION # 189
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