ITIL 4 F Mock Practice

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

• Minimum viable product

• Feedback loop

• Analysis paralysis

• Direct observation

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

• Deployment management

• Service configuration management

• Change enablement

• IT asset management

What is MOST LIKELY to be handled as a service request?

• Managing an interruption to a service

• An emergency change to apply a security patch

• The implementation of a workaround

• Providing a virtual server for a development team

A service will be unavailable for the next two hours for unplanned maintenance.

Which practice is MOST LIKELY to be involved in managing this?

• Incident Management

• Problem management

• Change enablement

• Service request management

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

• Service Desk

• Continual improvement

• Problem management

• Service request management

What is the definition of 'service management'?

• A set of specialized organizational capabilities for enabling value for customers in the form of services

• A result for a stakeholder enabled by one or more outputs

• A formal description of one or more services, designed to address the needs of a target consumer group

• Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Which is a description of service provision?

• A formal description of one or more services, designed to address the needs of a service consumer

• Cooperation between two organizations to ensure that a service delivers value

• Activities that an organization performs to deliver services

• A way to help create value by facilitating outcomes that service consumers need

How is a 'continual improvement register' used?

• To authorize changes to implement improvement initiatives

• To organize past, present, and future improvement ideas

• To provide a structured approach to implementing improvements

• To record requests for provision of a resource or service

Which is an input to the service value system?

• The system of directing and controlling an organization

• Recommendations to help an organization in all aspects of its work

• A model to help meet stakeholders' expectations

• A need from consumer for new or change services

Which organization delivers outputs or outcomes of a service?

• A service provider delivers outputs of the service

• A service provider delivers outcomes of the service

• A service consumer delivers outputs of the service

• A service consumer delivers outcomes of the service