ITIL 4 Practice Test

Which statement about service desks is CORRECT?

• The service desk should work in close collaboration with support and development teams

• The service desk should rely on self-service portals instead of escalation to support teams

• The service desk should remain isolated from technical support teams

• The service desk should escalate all technical issues to support and development teams

Which practice updates information relating to symptoms and business impact?

• Service level management

• Change control

• Service request management

• Incident management

Which is included in the purpose of the design and transition value chain activity?

• Ensuring that service components are available when needed

• Providing transparency and good stakeholder relationships

• Supporting services according to specifications

• Continually meeting stakeholder expectations for costs

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

• Change control

• IT asset management

• Service desk

• Service request management

Which is NOT a component of the service value system?

• The guiding principles

• Governance

• Practices

• The four dimensions of service management

Which statement about the steps to fulfill a service request is CORRECT?

• They should be complex and detailed

• They should be well-known and proven

• They should include incident handling

• They should be brief and simple

What is defined as a cause, or potential cause, of one or more incidents?

• Change

• Event

• Known Error

• Problem

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

• Start where you are

• Collaborate and promote visibility

• Keep it simple and practical

• Optimize and automate

When should the effectiveness of a problem workaround be assessed?

• Whenever the workaround is used

• Whenever the problem is resolved

• Whenever the workaround becomes a known error

• Whenever the problem is prioritized

Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

• assets

• values

• elements

• services