
ITIL 4 Practice Quiz #2
Quiz
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Professional Development
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Professional Development
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Practice Problem
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Easy
Melany Chase
Used 13+ times
FREE Resource
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40 questions
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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
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