ITIL4 version 3

Question 1 of 10

1

What is the definition of a user?

Select one of the following:

A person who uses services
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
A person who authorizes budget for service consumption
A person who works for an organization other than the service provider

Explanation

Question 2 of 10

1

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational______ for enabling value for customers in the form of services.

Select one of the following:

Requirements
Functions
Capabilities
Products

Explanation

Question 3 of 10

1

What is the definition of a configuration item (CI)?

Select one of the following:

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
Any valuable component that can contribute to the delivery of an IT product or service
A particular set of settings or options on a given piece of equipment
Any component that needs to be managed in order to deliver an IT service

Explanation

Question 4 of 10

1

Identify the missing word(s) in the following sentence. An incident is a(n)________ interruption to a service or reduction in the quality of a service.

Select one of the following:

Planned
Unplanned
Scheduled
Expected

Explanation

Question 5 of 10

1

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

Select one of the following:

Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
Making new and changed services and features available for use
Moving new or changed hardware, software, documentation, processes, or any other service component to live environments
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Explanation

Question 6 of 10

1

What is the purpose of the 'service level management' practice?

Select one of the following:

Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets

Explanation

Question 7 of 10

1

What is defined as the practice of planning and managing the full lifecycle of all IT assets?

Select one of the following:

Change control
IT asset management
Release management
Deployment management

Explanation

Question 8 of 10

1

Identify the missing word in the following sentence. _______management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Select one of the following:

Availability
Event
Incident
Problem

Explanation

Question 9 of 10

1

Fill in the blank. _______ may simultaneously be removed from a service consumer and imposed on a service consumer. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider's servers instead.

Select one of the following:

Value
Outputs
Outcomes
Costs

Explanation

Question 10 of 10

1

Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?

Select one of the following:

Collaborate and promote visibility
Think and work holistically
Focus on value
Progress iteratively with feedback

	Created by Linh Phan Van over 4 years ago

Quiz on ITIL4 version 3, created by Linh Phan Van on 06/12/2019.

ITIL4 version 3

Question 1 of 10

What is the definition of a user?

Select one of the following:

Explanation

Question 2 of 10

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational______ for enabling value for customers in the form of services.

Select one of the following:

Explanation

Question 3 of 10

What is the definition of a configuration item (CI)?

Select one of the following:

Explanation

Question 4 of 10

Identify the missing word(s) in the following sentence. An incident is a(n)________ interruption to a service or reduction in the quality of a service.

Select one of the following:

Explanation

Question 5 of 10

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

Select one of the following:

Explanation

Question 6 of 10

What is the purpose of the 'service level management' practice?

Select one of the following:

Explanation

Question 7 of 10

What is defined as the practice of planning and managing the full lifecycle of all IT assets?

Select one of the following:

Explanation

Question 8 of 10

Identify the missing word in the following sentence. _______management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Select one of the following:

Explanation

Question 9 of 10

Select one of the following:

Explanation

Question 10 of 10

Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?

Select one of the following:

Explanation