ITILv4 Post-test

Which practice is responsible for providing a list of available services

• Change control
• Release management
• IT asset management
• Catalog Management

Which service management dimension is focused on activities and how these are coordinated?

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve. Identify the missing word(s)

• warranty
• outcomes
• utility
• output

Which is a recommendation of the ‘continual improvement’ practice?

• There should at least be a small team dedicated to leading ‘continual improvement’ efforts
• All improvements should be managed as multi-phase projects
• ‘Continual improvement' should be define guideline for practices
• External suppliers must be included to improvement initiatives

Which guiding principle recommends collecting data before deciding what can be re-used?

• Focus on value
• Start where you are
• Keep it simple and practical
• Progress iteratively with feedback

Which statement about a change authority is CORRECT?

• A single change authority should be assigned to authorize all types of change and change models
• A change authority should be assigned for each type of change and change model
• Normal changes are pre-authorized and need a change authority
• Emergency changes can be implemented without authorization from a change authority

Which practice has the purpose of making new and changed services and features available for use?

• Change control
• Service request management
• Release management
• Deployment management

Which value chain activity ensures people understand the organization’s vision?

• Improve
• Plan
• Deliver and Support
• Obtain/Build

Which statement about the value chain activities is CORRECT?

• Every practice belongs to a specific value chain activity
• A specific combination of value chain activities and practices forms a service relationship
• Service value chain activities form a single workflow that enables value creation
• Each value chain activity contributes to the value chain by transforming specific inputs into outputs

What is the effect of increased automation on the 'service desk' practice?

• Greater ability to focus on customer experience when personal contact is needed
• Decrease in self-service incident logging and resolution
• Increased ability to focus on fixing technology to offer greater stability
• reduce of the need to escalate incidents to support teams