ITIL ITIL-4-Foundation Exam Questions Free Practice Test

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Viewing questions 136-150 out of questions

Questions # 136:

When should a change request be submitted to resolve a problem?

Options:

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

Expert Solution

Questions # 137:

Which competencies are required by the 'service level management' practice?

Options:

Problem investigation and resolution

Incident analysis and prioritization

Business analysis and commercial management

Balanced scorecard reviews and maturity assessment

Expert Solution

Questions # 138:

When should a full risk assessment and authorization be carried out for a standard change?

Options:

Each time the standard change is implemented

When the procedure for the standard change is created

At least once a year

When an emergency change is requested

Expert Solution

Questions # 139:

Which statement about emergency changes is CORRECT?

Options:

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

Expert Solution

Questions # 140:

Which service level metrics are BEST for measuring user experience?

Options:

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

Expert Solution

Questions # 141:

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

Options:

Immediate escalation

Specialist teams

A separate process

Third party support

Expert Solution

Questions # 142:

Which practice identifies metrics that reflect a customer experience of a service?

Options:

Continual improvement

Service level management

Service desk

Problem management

Expert Solution

Questions # 143:

What is defined as any component that needs to be managed in order to deliver an IT service?

Options:

A service request

An IT asset

A configuration item (CI)

An incident

Expert Solution

Questions # 144:

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Options:

Service management

Continual improvement

A service

An IT asset

Expert Solution

Questions # 145:

Which statement about outcomes is CORRECT?

Options:

Outcomes help service consumers achieve outputs

Outcomes are one or more services that fulfil the needs of a service consumer

Service providers help service consumers achieve outcomes

Helping service consumers achieve outcomes reduces service provider costs

Expert Solution

Questions # 146:

What should be done to determine the appropriate metrics for measuring a new service?

Options:

Measuring the performance over the first six months, and basing a solution on the results

Asking customers to provide numerical targets that meet their needs

Using operational data to provide detailed service reports

Asking customers open questions to establish their requirements

Expert Solution

Questions # 147:

What is the starting point for optimization?

Options:

Standardizing practices and services

Determining where the most positive impact would be

Securing stakeholder engagement

Understanding the vision and objectives of the organization

Expert Solution

Questions # 148:

Which statement about costs is CORRECT?

Options:

Costs removed from the consumer are part of service consumption

Costs imposed on the consumer are costs of service utility

Costs removed from the consumer are part of the value proposition

Costs imposed on the consumer are costs of service warranty

Expert Solution

Questions # 149:

What is a recommendation of the ‘focus on value’ guiding principle?

Options:

Make ‘focus on value’ a responsibility of the management

Focus on the value of new and significant projects first

Focus on value for the service provider first

Focus on value at every step of the improvement

Expert Solution

Questions # 150:

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Options:

Supplier management

Service desk

Problem management

Relationship management

Expert Solution

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