ITIL 4 Practice Quiz #2

ITIL 4 Practice Quiz #2

Professional Development

40 Qs

quiz-placeholder

Similar activities

PUA Navigation Scavenger Hunt - 2021

PUA Navigation Scavenger Hunt - 2021

Professional Development

40 Qs

ASP-SM-2

ASP-SM-2

Professional Development

39 Qs

Chapter 19 Wigs & Hair Additions

Chapter 19 Wigs & Hair Additions

Professional Development

45 Qs

TIPS 2022

TIPS 2022

Professional Development

40 Qs

PEMBELAJARAN MENDALAM

PEMBELAJARAN MENDALAM

Professional Development

45 Qs

Vivo Y91i , Y11 , Y12 , Y15 & Y19

Vivo Y91i , Y11 , Y12 , Y15 & Y19

Professional Development

35 Qs

UT2 Las áreas funcionales en la empresa

UT2 Las áreas funcionales en la empresa

Professional Development

40 Qs

Intellectual property

Intellectual property

Professional Development

41 Qs

ITIL 4 Practice Quiz #2

ITIL 4 Practice Quiz #2

Assessment

Quiz

Professional Development

Professional Development

Practice Problem

Easy

Created by

Melany Chase

Used 13+ times

FREE Resource

AI

Enhance your content in a minute

Add similar questions
Adjust reading levels
Convert to real-world scenario
Translate activity
More...

40 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the effect of increased automation on the 'service desk' practice?

Greater ability to focus on customer experience when personal contact is needed

Decrease in self-service incident logging and resolution

Increased ability to focus on fixing technology instead of supporting people

Elimination of the need to escalate incidents to support teams

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which term describes the functionality offered by a service?

Cost

Utility

Warranty

Risk

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which is the purpose of the 'monitoring and event management' practice?

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To systematically observe services and service components, and record and report selected changes of state

To protect the information needed by the organization to conduct its business

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What should all 'continual improvement' decisions be based on?

Details of how services are measured

Accurate and carefully analyzed data

An up-to-date balanced scorecard

A recent maturity assessment

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How do all value chain activities transform inputs to outputs?

By determining service demand

By using a combination of practices

By using a single functional team

By implementing process automation

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How does customer engagement contribute to the 'service level management' practice?

1. It captures information that metrics can be based on

2. It ensures the organization meets defined service levels

3. It defines the workflows for service requests

4. It supports progress discussions

1 and 2

2 and 3

3 and 4

1 and 4

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the starting point for optimization?

Securing stakeholder engagement

Understanding the vision and objectives of the organization

Determining where the most positive impact would be

Standardizing practices and services

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Google

Continue with Google

Email

Continue with Email

Classlink

Continue with Classlink

Clever

Continue with Clever

or continue with

Microsoft

Microsoft

Apple

Apple

Others

Others

Already have an account?

Discover more resources for Professional Development