ITIL 4 Foundation Sample 1

ITIL 4 Foundation Sample 1

Professional Development

6 Qs

quiz-placeholder

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ITIL 4 Foundation Sample 1

ITIL 4 Foundation Sample 1

Assessment

Quiz

Professional Development

Professional Development

Easy

Created by

Patricia Lopez

Used 18+ times

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6 questions

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1.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which practice is responsible for moving components to live environments?

Change enablement

Release management

IT asset management

Deployment management

2.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which practice includes the classification and ownerships of queries and requests from users?

Service desk

Incident management

Change enablement

Service level management

3.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which practices identifies metrics that reflect the customer's experience of a service?

Continual improvement

Service desk

Service level management

Problem management

4.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

What is the PRIMARY use of change schedule?

To support 'incident management' and improvement planning

To manage emergency changes

To plan changes and help avoid conflicts

To manage standard changes

5.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which service management dimension is focused on activities and how these are coordinated?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

6.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

How does categorization of incidents assist the ‘incident management’ practice?

It helps direct the incident to the correct support area

It determines the priority assigned to the incident

It ensures that incidents are resolved in timescales agreed with the customer

It determines how the service provider is perceived

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