ITIL 4-Practice Test 1

ITIL 4-Practice Test 1

Professional Development

40 Qs

quiz-placeholder

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ITIL 4-Practice Test 1

ITIL 4-Practice Test 1

Assessment

Quiz

Computers

Professional Development

Medium

Created by

Heyam AbuNaseer

Used 15+ times

FREE Resource

40 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which is a financially valuable component that can contribute to the delivery of a service?

Sponsor

IT asset

Configuration item

Service offering

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which of the four dimensions contributes MOST to

defining activities needed to deliver service?

Partners and Suppliers

Organizations and people

Value streams and processes

Information and technology

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

Direct observation

Minimum viable product

Analysis paralysis

Feedback loop

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

Service desk

Problem management

Continual improvement

Service request management

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is the definition of "service management"?

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

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

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

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which is a description of service provision?

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

Activities that an organization performs to deliver services

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

Cooperation between two organizations to ensure that a service delivers value

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

How is a continual improvement register" used?

To record requests for provision of a resource or service

To organize past, present, and future improvement ideas

To authorize changes to implement improvement initiatives

To provide a structured approach to implementing improvements

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