ITIL 4-Practice Test 1

Quiz
•
Computers
•
Professional Development
•
Medium
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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