ITIL 4

What is a means of enabling value co-creation by facilitating outcomes that

customers want to achieve?

• a service

• an output

• a practice

• continual improvement

Which describes outcomes?

• Tangible or intangible deliverables

• Functionality offered by a product or service

• Results desired by a stakeholder

• Configuration of an organization’s resources

Known Errors are?

• Incidents that have had their cause identified.

• Problems that are awaiting identification.

• A problem that has been analysed and has not been resolved.

• Problems that have had Changes raised against them.

Which practice is responsible for moving components to live environments?

• Change enablement

• Release management

• IT asset management

• Deployment management

Which practice is the responsibility of everyone in the organization?

• Service level management

• Change enablement

• Problem management

• Continual improvement