ITIL V4 - QUIZ 4

Which value chain activity ensures that service components meet agreed specifications?

• Plan
• Design and transition
• Obtain/build
• Deliver and support

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

• Supplier management
• Change enablement
• Relationship management
• Service desk

What includes governance as a component?

• Practices
• The service value chain
• The service value system
• The guiding principles

Which practice needs people who understand complex systems and have creative and analytical skills?

• Change enablement
• Service level management
• Service request management
• Problem management

What is the definition of a known error?

• An unplanned interruption to a service, or reduction in the quality of a service
• A cause, or potential cause, of one or more incidents
• A problem that has been analyzed and has not been resolved
• Any change of state that has significance for the management of a service or other configuration item (CI)

Which will NOT be handled as a service request?

• The degradation of a service
• The replacement of a toner cartridge
• The provision of a laptop
• A complaint about a support team

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

• Incidents
• Problems
• Events
• Requests

Which dimension considers data security and privacy?

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

Which term relates to service levels aligned with the needs of service consumers?

• Service management
• Warranty
• Cost
• Utility

Which directly assists with the diagnosis and resolution of simple incidents?

• Scripts for collecting user information
• Use of shift working patterns
• Fulfillment of service requests
• Creation of a temporary team