ITIL4 part1

How are target resolution times used in the 'incident management' practice?

• • A. They are agreed, documented, and communicated to help set user expectations

• • B. They are established, reviewed, and reported to ensure that customers are happy with the service

• • C. They are initiated, approved, and managed to ensure that predictable responses are achieved

• • D. They are scheduled, assessed and authorized to reduce the risk of service failures

Why should some service requests be fulfilled with no additional approvals?

• • A. To ensure that spending is properly accounted for

• • B. To ensure that information security requirements are met

• • C. To streamline the fulfilment workflow

• • D. To set user expectations for fulfilment times

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

• • A. Service offering

• • B. Service provision

• • C. Service management

• • D. Service consumption

Which gives a user access to a system?

• • A. Service requirement

• • B. Service agreement

• • C. Service consumption

• • D. Service provision

Which statement about managing incidents is CORRECT?

• • A. Low impact incidents should be resolved efficiently, making logging unnecessary

• • B. The 'incident management' practice should use a single process regardless of the impact of the incident

• • C. Low impact incidents should be resolved efficiently so the resource required is reduced

• • D. Incidents with the lowest impact should be resolved first

Which statement about the service value chain is CORRECT?

• • A. The service value chain converts value into demand

• • B. Each value chain activity uses different combinations of practices to convert inputs into outputs

• • C. Each value chain activity identifies a requirement for resources from an external supplier

• • D. The service value chain uses value streams to describe a combination of consumers and providers

What describes how components and activities work together to facilitate value creation?

• • A. The ITIL service value system

• • B. The ITIL guiding principles

• • C. The four dimensions of service management

• • D. A service relationship

Which practice involves the management of vulnerabilities that were not identified before the service went live?

• • A. Service request management

• • B. Problem management

• • C. Change control

• • D. Service level management

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

• • A. It should always be used to support direct observation

• • B. It should always be used instead of direct observation

• • C. Measured data is always more accurate than direct observation

• • D. The act of measuring always positively impacts results

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

• • A. Service desk

• • B. Service request management

• • C. Service level management

• • D. Service configuration management