ITIL 4 - Multiple Choice Q's - Day 1

Which guiding principle recommends that the four dimensions of service management are considered?

• Think and Work Holistically

• Progress Iteratively with Feedback

• Focus on Value

• Keep it Simple and Practical

Which guiding principle recommends collecting data before deciding what can be re-used?

• Focus on Value

• Start Where You Are

• Keep it Simple and Practical

• Progress Iteratively with Feedback

Which describes the nature of the guiding principles?

• Guiding principles can guide an organization in all circumstances

• Each guiding principle mandates specific actions and decisions

• An organization will select and adopt only one of the seven guiding principles

• Guiding principles describe the processes that all organizations must adopt

Which ITIL concept describes governance?

• The Seven Guiding Principles

• The Four Dimensions of Service Management

• The Service Value Chain

• The Service Value System

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

• Focus on Value

• Start Where You Are

• Progress Iteratively with Feedback

• Collaborate and Promote Visibility

Which describes outcomes?

• Tangible or intangible deliverables

• Functionality offered by a product or service

• Results desired by a stakeholder

• Configuration of an organization’s resources

Which is a key consideration for the guiding principle Keep it Simple and Practical?

• Try to create a solution for every exception

• Understand how each element contributes to value creation

• Ignore the conflicting objectives of different stakeholders

• Start with a complex solution, then simplify

What should be done first when applying the Focus on Value guiding principle?

• Identify the outcomes that the service facilitates

• Identify all suppliers and partners involved in the service

• Determine who the service consumer is in each situation

• Determine the cost of providing the service

A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?

• Value

• An outcome

• Warranty

• A service offering

What is the definition of warranty?

• A tangible or intangible deliverable that is produced by carrying out an activity

• The assurance that a product or service will meet agreed requirements

• A possible event that could cause harm or loss, or make it more difficult to achieve objectives

• The functionality offered by a product or service to meet a particular need