ITIL4 version 2

1

Which guiding principle helps to ensure that better information is available for decision making?

1

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

1

Which describes a standard change?

1

How does information about problems and known errors contribute to 'incident management'?

1

Which practice owns and manages issues, queries and requests from users?

1

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

1

Which stakeholders co-create value in a service relationship?

1

Which describes normal changes?

1

What is the expected outcome from using a service value chain?

1

Which statement about outcomes is CORRECT?

1

Which skill is an essential part of the 'service level management' practice?

1

What are the three phases of 'problem management'?

1

Which is a purpose of the 'engage' value chain activity?

1

Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the
configuration of services, and the [?] that support them, is available when and where it is needed.

1

What is described by the service value system?

1

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

1

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

1

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

1

Which two statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

1

What is an IT asset?

1

Which dimension includes a workflow management system?

1

Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the
customer having to manage specific [?] and risks.

1

Which of these should be logged and managed as a problem?

1

In which two situations should the ITIL guiding principles be considered?

1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

1

Which guiding principle recommends coordinating all dimensions of service management?

1

What is the purpose of the 'relationship management' practice?

1

How should the workflow for a new service request be designed?

1

What is the purpose of the 'information security management' practice?

1

Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

1

How should automation be implemented?

1

Which activity is part of the 'continual improvement' practice?

1

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

1

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

1

Which statement about costs is CORRECT?

1

What is typically needed to assign complex incidents to support groups?

1

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

1

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

1

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

Quiz on ITIL4 version 2, created by Linh Phan Van on 29/11/2019.

ITIL4 version 2

Which guiding principle helps to ensure that better information is available for decision making?

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Which describes a standard change?

How does information about problems and known errors contribute to 'incident management'?

Which practice owns and manages issues, queries and requests from users?

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Which stakeholders co-create value in a service relationship?

Which describes normal changes?

What is the expected outcome from using a service value chain?

Which statement about outcomes is CORRECT?

Which skill is an essential part of the 'service level management' practice?

What are the three phases of 'problem management'?

Which is a purpose of the 'engage' value chain activity?

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

What is described by the service value system?

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

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

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Which two statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests

What is an IT asset?

Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the
configuration of services, and the [?] that support them, is available when and where it is needed.

Which two statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the
customer having to manage specific [?] and risks.

In which two situations should the ITIL guiding principles be considered?

1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.