ITIL4-F Quizz

Fill in the blank. A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management.

• Prescriptive requirement

• Recommendation

• Governance

• Mandatory action

What is a normal change?

• A change that doesn't need risk assessment because the procedure has been pre-authorized

• A change that doesn't need risk assessment because it is required to resolve an incident

• A change that needs to be assessed, authorized, and scheduled by a change authority

• A change that is routine in nature, is fully documented, and the risks are well understood

What term best describes the perceived benefits, usefulness, and importance of something?

• Value

• Warranty

• Outcome

• Utility

What events do not require action at the time they are identified?

• Informational events

• Error events

• Warning events

• Exception events

Which helps to streamline the fulfilment of service requests?

• Understanding which service requests can be accomplished with limited approvals

• Eliminating service requests which have complex workflows

• Creating new workflows for every service request

• Separating requests relating to service failures from the degradation of services

What should NOT be included in incident management?

• Techniques for making investigation and diagnosis more efficient

• Scripts for the collection of information during initial contact with a user

• Detailed procedures on how to diagnose, investigate, and resolve incidents

• A formal process for logging and managing incidents

Which statement about standard changes is CORRECT?

• The change does not require additional authorization

• A full assessment should be completed each time the change is implemented

• The appropriate change authority should be assigned to each type of change

• The change can be implemented with less testing if necessary

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

• Collaborate and promote visibility

• Keep it simple and practical

• Focus on value

• Think and work holistically

What type of change is MOST likely to be managed as a service request?

• A standard change

• An organizational change

• An emergency change

• A normal change

What is defined as a set of activities that transform inputs to outputs?

• Procedure

• Activity

• Process

• Service