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ITIL v4 Practice Exam
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Questions in this quiz (40)
1Which value chain activity creates service components?
- AImprove
- BEngage
- CObtain/Build
- DDeliver and Support
2Which two needs should ‘change control’ balance?
- AThe need to assess risks and expected benefits
- BThe need to manage a change schedule
- CThe need to make beneficial changes
- DThe need to protect customers and users
3Which ITIL concept describes governance?
- AThe seven guiding principles
- BThe four dimensions of service management
- CThe service value chain
- DThe service value system
4How does ‘service request management’ contribute to ‘obtain/build’ value chain activity?
- Ait analyzes data to identify opportunities to provide new service request options
- Bit ensures users continue to be productive when they need assistance from the service provider
- Cit acquires pre-approved service components to help fulfill service requests
- Dit collects user-specific requirements, set expectations and provides status updates
5What is the first step of the guiding principle 'focus on value'?
- Aidentify the outcomes that the service facilitates
- Bidentify all suppliers and partners that are involved in the service
- Cdetermine who the service consumer is in each situation
- Ddetermine the cost of providing the service
6What is the purpose of ‘supplier management’?
- Ato ensure that the organization suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
- Bto align the organization's practices and services with changing business needs through the ongoing identification and Improvement of service
- Cto ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling it and delivery activities
- Dto ensure that accurate and reliable information about the configuration of supplier's services is available when and where it is needed
7Which practices are typically involved in the implementation of a problem resolution?
- AContinual improvement
- BService request management
- CService level management
- DChange control
8Which value chain activity includes presenting workarounds to users via a service portal?
- APlan
- BImprove
- CEngage
- DObtain/Build
9How does ‘service request management’ contribute to ‘design and transition’ activity?
- Aby collecting user-specific request requirements
- Bby acquiring pre-approved service components
- Cby providing service request trend and quality information
- Dby initiating standard changes to fulfill service requests
10Which practice is responsible for moving components to live environments?
- AChange control
- BRelease management
- CIT asset management
- DDeployment management
11Which is a key consideration for the guiding principle 'keep it simple and practical'?
- Atry to create a solution for every exception
- Bunderstand how each element contributes to value creation
- Cignore conflicting objectives of different stakeholders
- Dstart with a complex solution, then simplify
12Which is NOT usually included as part of ‘incident management’?
- Ascripts for collecting initial information about incidents
- Bformalized processes for logging incidents
- Cdetailed procedures for the diagnosis of incidents
- Duse of specialized knowledge or complicated incidents
13How does categorization of incidents assist incident management?
- AIt helps direct the incident to the correct support area
- BIt determines the priority assigned to the incident
- CIt ensures that incidents are resolved in times agreed with the customer
- DIt determines how the service provider is perceived
14What is the definition of warranty?
- AA tangible or intangible deliverable that is produced by carrying out an activity
- BThe assurance that a product or service will meet agreed requirements
- CA possible event that could cause harm or loss, or make it more difficult to achieve objectives
- DThe functionality offered by a product or service to meet a particular need
15Identify the missing word in the following sentence. The purpose of the information security management practice is to [?] the organization's information.
- AStore
- BProvide
- CAudit
- DProtect
16Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
- AThe warranty
- BOutcomes
- CThe utility
- DOutputs
17Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?
- AEngage
- BDesign and transition
- CObtain/Build
- DDeliver and support
18Which is a purpose of the ‘service desk’ practice?
- ATo reduce the likelihood and impact of incidence by identifying actual and potential causes of incidents
- BTo maximize the number of successful IT changes by ensuring wrists are properly assessed
- CTo capture demand for incident resolution and service requests
- DTo set clear business based targets for service performance
19Which practice is the responsibility of everyone in the organization?
- AService level management
- BChange Control
- CProblem management
- DContinual Improvement
20A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
- AValue
- BAn outcome
- CWarranty of a service
- DA service offering
21What should be included in every service level agreement?
- ADetails of the system based metrics used
- BA technical description of the service components
- CClearly defined service outcomes
- DLegal language
22What are the two types of cost that a service consumer should evaluate?
- AThe cost of creating the service, and the cost charge for the service
- BThe costs removed by the service, and the costs imposed by the service
- CThe cost of provisioning the service, and the cost of improving the service
- DThe cost of purchasing software, and the cost of purchasing hardware
23Which is a benefit of using an IT service management tool to support incident management?
- AIt can ensure that incidents are resolved within agreed times
- BIt can provide automated matching of incidents to problems or known errors
- CIt can ensure that supplier contracts are aligned with the needs of the service provider
- DIt can provide automated resolution and closure of complex incidents
24Which practice provides a single point of contact for users?
- AIncident Management
- BChange Control
- CService desk
- DService request management
25What is a standard change?
- AA change that doesn't need risk assessment because the procedure has been pre-authorized
- BA change that needs to be assessed, authorized, and scheduled by a change authority
- CA change that doesn't need risk assessment because it is required to resolve an incident
- DA change that is assessed, authorized, and scheduled as part of continual improvement
26Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
- AFocus on value
- BStart Where You Are
- CProgress iteratively with feedback
- DCollaborate and promote visibility
27Which describes the nature of the guiding principles?
- AA guiding principle can guide an organization in all circumstances
- BEach guiding principle mandates specific actions and decisions
- CAn organization will select one of the principles to adopt
- DGuiding principles describe the processes that all organizations must adopt
28Which is NOT a key focus of the ‘information and technology’ dimension?
- ASecurity and compliance
- BCommunication systems and knowledge bases
- CWorkflow management and inventory systems
- DRoles and responsibilities
29Which statement about a change authority is CORRECT?
- AA single change Authority should be assigned to authorize all types of change and change models
- BA change Authority should be assigned for each type of change and change model
- CNormal changes are pre-authorized and do not need a change authority
- DEmergency changes can be implemented without authorization from a change authority
30Which describes outcomes?
- ATangible or intangible deliverables
- BFunctionality offered by a product or service
- CResults for a stakeholder
- DConfiguration of an organization's resources
31Which is a recommendation of the ‘continual improvement’ practice?
- AThere should be a small team dedicated to leading continuous Improvement efforts
- BAll improvements should be managed as multi-phase projects
- CContinual improvement should be isolated from other practices
- DExternal supplier should be excluded from Improvement initiatives
32Which service management dimension is focused on activities and how these are coordinated?
- AOrganizations and people
- BInformation and Technology
- CPartners and suppliers
- DValue streams and processes
33Which is a recommendation of the ‘service desk’ practice?
- AService desks should never use technologies such as SMS and chat functions
- BService desks should be highly technical functions
- CService desks should have a practical understanding of the wider business
- DService desks should always be a physical team in a single fixed location
34How should an organization adopt ‘continual improvement’ methods?
- AUse a new method for each improvement that the organization handles
- BSelect a few key methods to suit the types of improvement that the organization handles
- CBuild the capability to use as many improvement methods as possible
- DSelect a single method for all improvements that the organization handles
35Which practice has the purpose of making new and changed services and features available for use?
- AChange Control
- BService request management
- CRelease management
- DDeployment management
36Which value chain activity ensures people understand the organization's vision?
- AImprove
- BPlan
- CDeliver and support
- DObtain/Build
37What is the definition of an event?
- AAny change of state that has significance for the management of a configuration item or information technology service
- BAny component that needs to be managed in order to deliver an information technology service
- CThe ability of an information technology service or other configuration item to perform its agreed function when required
- DAny valuable component that can contribute to delivery of an information technology product or service
38What is defined as any valuable component that can contribute to the delivery of an IT product or service?
- AOutcome
- BOutput
- CIT asset
- DConfiguration item
39Which statement about the value chain activities is CORRECT?
- AEvery practice belongs to a specific value chain activity a specific combination of value chain activities and practices forms a service relationship
- BEvery practice belongs to a specific value chain activity
- CService value chain activities form a single flow that enables value creation
- DEach value chain activity contributes to the value chain by transforming specific inputs into outputs
40Which describes the principle 'think and work holistically'?
- AConducting a review of existing service management practices and decide what to keep and what to discard
- BReviewing how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
- CReviewing service management practices in removing any unnecessary complexity
- DUsing the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
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- ITIL v4 Quiz on ITIL v4 Practice Exam, created by Stephen Zimmer on 07/05/2019.
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- Stephen Zimmer
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- English
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