ITIL 004

ITIL 004

9th - 12th Grade

41 Qs

quiz-placeholder

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ITIL 004

ITIL 004

Assessment

Quiz

Education

9th - 12th Grade

Practice Problem

Hard

Created by

Thanh Pham

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41 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which usually requires a team of representatives from many stakeholder groups?

A.  Fulfilling a service request
B.  Authorizing an emergency change
C.  Logging a new problem
D.  Investigating a major incident

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which value chain activity ensures that service components meet agreed specifications?

A.  Plan
B.  Design and transition
C.  Obtain/build
D.  Deliver and support

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A.  Supplier management
B.  Change enablement
C.  Relationship management
D.  Service desk

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What includes governance as a component?

A.  Practices
B.  The service value chain
C.  The service value system
D.  The guiding principles

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which practice needs people who understand complex systems and have creative and analytical skills?

A.  Change enablement
B.  Service level management
C.  Service request management
D.  Problem management

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is the definition of a known error?

A.  An unplanned interruption to a service, or reduction in the quality of a service
B.  A cause, or potential cause, of one or more incidents
C.  A problem that has been analyzed and has not been resolved
D.  Any change of state that has significance for the management of a service or other configuration item (CI)

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which will NOT be handled as a service request?

A.  The degradation of a service
B.  The replacement of a toner cartridge
C.  The provision of a laptop
D.  A complaint about a support team

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