Worksheetsitil_mag
Total questions: 135
Worksheet time: 45mins
Name
Class
Date
1.
What should be the main objective of an organization?
a)
Reduce costs
b)
Create value
c)
Reduce risks
d)
Increase sales
2.
A service relationship is based on several activities, including:
a)
Service Provision
b)
Service Consumption
c)
Service Management
d)
Service Relationship Management
3.
Which of the following options is an example of utility?
a)
Availability of a service when the customer wants to use it
b)
Ability to print an invoice at the click of a button
c)
Access the Invoice Service from a mobile phone 24/7
d)
Service restoring itself in the background whilst the customer continues working
4.
Value for the service consumer:
a)
Changes over time
b)
Changes in different situations
c)
Supports intended outcomes
d)
All of the above
5.
Which of the following options is the best description of a warranty?
a)
Fit for purpose
b)
Fit for use
c)
Fit for support
d)
Fit for delivery
6.
Which of the following options referred to as the functionality offered by a product or service to meet a particular need?
a)
Warranty
b)
Delivery
c)
Service
d)
Utility
7.
A role who authorizes budget for service consumption is known as a:
a)
Customer
b)
Sponsor
c)
Stakeholder
d)
User
8.
A formal description of one or more services, designed to address the needs of a target consumer group. A ________ may include goods, access to resources, and service actions.
a)
Solution
b)
Service offering
c)
Service design
d)
Service principle
9.
A possible event that could cause harm or loss is a definition of:
a)
Incident
b)
Problem
c)
Negative cost association
d)
Risk
10.
“Activities performed by an organization to provide services” is known as a:
a)
Customer solution
b)
Service design
c)
Service provision
d)
User experience
11.
Collaborate and promote visibility is:
a)
A key component of value generation
b)
An action or metric that provides visibility
c)
A guiding principle
d)
A dimension of Service Management
12.
Which of the following guiding principles is referred to find the balance between understanding the big picture and still making progress is an application?
a)
Start where you are
b)
Progress iteratively
c)
Optimize and automate
d)
Keep it simple and practical
13.
Which of the following guiding principles denotes the use of Kanban or Scrum Boards by developers?
a)
Optimize and automate
b)
Work holistically
c)
Keep it practical
d)
Collaborate and promote visibility
14.
Which of the following statements is correct about the guiding principles?
a)
They are unique to ITIL 4.
b)
They cannot be implemented in combination with each other.
c)
They are reflected in many other frameworks.
d)
They are taken from an external body of knowledge.
15.
Which guiding principle reflects the following idea: ‘The current state should be investigated and observed directly to make sure it is fully understood’?
a)
Keep it simple and practical
b)
Progress iteratively with feedback
c)
Optimize and automate
d)
Start where you are
16.
Which guiding principle is an example of ‘no service or element used to provide a service stands alone’?
a)
Keep it simple and practical
b)
Think and work holistically
c)
Optimize and automate
d)
Focus on value
17.
Which guiding principle reflects the following idea: ‘Resources of all types, particularly human resources, should be used to their best effect”?
a)
Keep it simple and practical
b)
Think and work holistically
c)
Optimize and automate
d)
Focus on value
18.
Which guiding principle reflects the following idea: ‘Always use outcome-based thinking to produce practical solutions that deliver results’?
a)
Keep it simple and practical
b)
Start where you are
c)
Optimize and automate
d)
Collaborate and promote visibility
19.
Which guiding principle denotes ‘Knowing how service consumers use each service is important’?
a)
Keep it simple and practical
b)
Start where you are
c)
Focus on Value
d)
Think and work holistically
20.
___ is an important aspect of the ‘start where you are’ principle.
a)
Measurement
b)
Value
c)
Cost
d)
Engagement
21.
Making use of appropriate feedback is a key to _________ and focusing on what will be valuable to the customer making it easier to keep things simple and practical.
a)
Value
b)
Holistic thinking
c)
Collaboration
d)
Relationships
22.
Which of the following options correctly specifies the four dimensions of Service Management?
a)
People, Social aspects, Processes, Economics
b)
Information, Organization, Values Streams, Processes
c)
Organizations, Information, Partners, Processes
d)
Suppliers, People, Automation, Value
23.
In the context of a specific IT service, which dimension includes the information created and the technologies that support and enable that service?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
24.
In which of the following options do the four dimensions of service management apply to?
a)
All services being managed only
b)
The service value system only
c)
Consumers and users only
d)
All services and the service value system
25.
An organization has been structured in a very traditional hierarchical structure and now has the challenge of “silo thinking” and finger pointing, when an issue arises. Which dimension should they specifically be working on to resolve this issue?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
26.
Which of the following dimensions is a key to making a decision to focus on your own core competencies and to outsource non-core supporting functions to third parties?
a)
Organizations and people
b)
Information and technology
c)
Partners and suppliers
d)
Value streams and processes
27.
The optimize and automate principle involves finding the right path to optimization. This path involves ensuring that the optimization has the appropriate level of stakeholder engagement.
a)
Assignment of budget
b)
Resource allocation
c)
Execution duration
d)
Stakeholder engagement
28.
Which of the following options is linked to ‘representing options or possibilities to add value’?
a)
Demand
b)
Value
c)
Practices
d)
Opportunity
29.
What is the outcome of the ITIL service value system?
a)
Guiding principles
b)
Value
c)
Practices
d)
Opportunity
30.
The ITIL service value system has been specifically architected to enable ______ and discourage ______ working.
a)
Flexibility / siloed
b)
Processes / procedural
c)
Practices / rapid
d)
Opportunity / siloed
31.
Which of the following ITIL 4 components is the key purpose of providing a high-level holistic model to assist an organization in directing its service relationships?
a)
An ITIL practice
b)
ITIL Service Value System
c)
ITIL Service Value Chain
d)
The Continual Improvement Model
32.
“Sets of organizational resources designed for performing work or accomplishing an objective “ are known as what in the service value system?
a)
Processes
b)
Dimensions
c)
Practices
d)
Values
33.
Ensuring that products and services continually meet stakeholder expectations for quality, costs, and time-to-market is an objective of which value chain activity?
a)
Engage
b)
Plan
c)
Obtain/build
d)
Design and transition
34.
In the ITIL service value chain, each activity contributes to the value chain by transforming specific ________ into _________.
a)
opportunities/inputs
b)
Processes/practices
c)
Inputs/outputs
d)
Opportunities/improvements
35.
Ensuring a shared understanding of the vision, current status and improvement direction, is an objective of which value chain activity?
a)
Obtain/build
b)
Plan
c)
Improve
d)
Design
36.
Providing a good understanding of stakeholder needs, transparency, and good relationships, is an objective of which value chain activity?
a)
Engage
b)
Design and transition
c)
Obtain/build
d)
Improve
37.
Ensuring the availability of the service components, in consideration to agreed specification, is the purpose of which value chain activity?
a)
Plan
b)
Engage
c)
Design and transition
d)
Obtain/build
38.
Which management practice supports the identification and improvement of services and developing techniques of an improvement culture across the organization?
a)
Knowledge management
b)
Monitoring and event management
c)
Continual improvement
d)
Relationship management
39.
Which management practice protects the information needed by the organization to conduct its business?
a)
Relationship management
b)
IT asset management
c)
Information security management
d)
Supplier management
40.
Which of the following statements denotes the purpose of supplier management?
a)
Ensuring that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services.
b)
Ensuring that the partners and suppliers align with the ongoing identification, improvement, and changes of services.
c)
Ensuring that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling and delivery activities._x000D_
_x000D_
d)
Ensuring that the accurate and reliable information about the configuration of supplier’s services is available when and where it is needed.
41.
Which practice establishes a shared view of the services and target service levels with customers?
a)
Relationship management
b)
Service level management
c)
Service request management
d)
Supplier management
42.
Which management practice systematically observes services and service components, and records and reports selected changes of state?
a)
Incident management
b)
Monitoring and event management
c)
Problem management
d)
Availability management
43.
Which of the following options denotes the purpose of problem management?
a)
Ensure that services deliver agreed levels of availability to meet the needs of customers and users
b)
Set clear business-based targets for service performance
c)
Maximize the number of successful IT changes by ensuring that risks have been properly assessed
d)
Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
44.
The purpose of the service request management practice is to support the agreed quality of a service by handling all predefined, user initiated………….. in an effective and user friendly manner.
a)
Incidents
b)
Changes
c)
Service requests
d)
Problems
45.
Which of the following options denotes the purpose of service configuration management?
a)
Set clear business-based targets for service performance
b)
Ensure that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where it is needed
c)
Plan and manage the full lifecycle of all IT assets
d)
Ensure that services deliver agreed levels of availability to meet the needs of customers and users
46.
What is defined as: ‘Any component that needs to be managed in order to deliver an IT service’?
a)
An IT asset
b)
A change request
c)
A configuration item
d)
An event
47.
What is defined as: ‘Any valuable component that can contribute to the delivery of an IT product or service’?
a)
An incident
b)
A configuration item
c)
An IT asset
d)
An event
48.
Which of the following options correctly defines an incident?
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)
The addition, modification, or removal of anything that could have a direct or indirect effecton services
d)
The ability of an IT service or other configuration item to perform its agreed function whenrequired
49.
Which of the following options correctly defines a known error?
a)
A cause, or potential cause, of one or more incidents
b)
A problem that has been analysed and has not been resolved
c)
An unplanned interruption to a service, or reduction in the quality of a service
d)
Any valuable component that can contribute to the delivery of an IT product or service
50.
Which practice deals with provisioning of infrastructure?
a)
Deployment management
b)
IT asset management
c)
Monitoring and event management
d)
Service configuration management
51.
What is the correct purpose of the relationship management practice?
a)
Suppliers and their performance are managed to support the provision of services
b)
Observe services and record and report changes of state identified as events
c)
Establish and nurture links between the organization and its stakeholders
d)
Set clear business-based targets for service performance, so that delivery can be assessed, monitored and managed against these targets
52.
Who holds the responsibility of continual improvement in an organization?
a)
Dedicated full-time team
b)
Everyone
c)
Employees
d)
Leaders
53.
Which practice represents a point of communication for the service provider with all its users?
a)
Service level management
b)
Relation management
c)
Deployment management
d)
Service desk
54.
To plan and manage IT assets, to maximize value, control costs, manage risks, and meet regulatory requirements are a key purpose of which practice?
a)
Supplier management
b)
IT asset management
c)
Change enablement
d)
Incident management
55.
Making new and changed services and features available for use is a key purpose of which practice?
a)
Deployment management
b)
Service level management
c)
Release management
d)
Change enablement
56.
Which of the following options is the best example of a workaround?
a)
Ask the user to work on something else whilst you are troubleshooting
b)
Politely requesting the customer to give you some time to troubleshoot
c)
Inform the customer that they can work again as the problem has been resolved
d)
Provide an alternative way of connecting to the Internet whilst the main connection is being fixed
57.
A change that has low risk and is well-understood and documented is known as:
a)
Low impact change
b)
Normal change
c)
Standard change
d)
Minor change
58.
“A service level agreement is a documented agreement between a service provider and a customer that identifies both services required and the expected ________ of service”
a)
Cost
b)
Frequency
c)
Level
d)
Quality
59.
What are the three phases of problem management?
a)
Incident investigation, root cause analysis, and known error reporting
b)
Root cause analysis, problem identification and problem control
c)
Problem control, error control and continual improvement
d)
Problem identification, problem control and error control
60.
Problem control activities include problem analysis and documenting __________ and known errors.
a)
Incidents
b)
Problems
c)
Workarounds
d)
Changes
61.
When might an effective incident workaround become a permanent way of dealing with some problems?
a)
When resolving the problem is not viable or cost effective
b)
When resolving the incident will breach the service level agreement
c)
When resolving the problem is controlled by a supplier
d)
When resolving the incident requires a change in control
62.
The service level management provides the _________ visibility of the organization’s services.
a)
Customer’s
b)
User’s
c)
Consumer’s
d)
End to end
63.
What should act as the entry point/single point of contact for the IT or service organization?
a)
Service owner
b)
Service desk
c)
Relationship management
d)
Knowledge management
64.
The service desk has a major influence on ____________.
a)
Service performance
b)
Relationship management
c)
User experience
d)
Availability management
65.
Fulfillment of service requests may include changes to services or their components; what are these usually managed as?
a)
Service request
b)
Normal changes
c)
Incidents
d)
Standard changes
66.
A/An ____________ is a problem where initial analysis is complete; it usually means that faulty components have been identified.
a)
Incident
b)
Problem
c)
Workaround
d)
Known error
67.
Continual improvement contributes _________ value chain activities.
a)
To all
b)
To some
c)
To only planning
d)
Equally to deliver and support and engage
68.
In ITIL 4, who should authorize a change to ensure efficiency and effectiveness?
a)
All changes should be authorized by a single change authority.
b)
Change authorities should be established for different type of changes.
c)
Anyone in the organization
d)
The Change Enablement Manager
69.
Which of the following assists in communication and aids in avoiding conflicts and assignment resources?
a)
Standard change
b)
Service level agreement
c)
Change communication plan
d)
Change schedule
70.
Which of the following is the best way of handling an incident?
a)
Incidents should be handled on a first come, first serve basis
b)
The service desk has the authority and should allocate resources to incident handling
c)
Incidents with the highest business impact and urgency should be handled first
d)
Incidents logged by senior management should always get preferential treatment
71.
Which of the following options is important to consider when selecting a tool to manage incidents?
a)
Incidents should be able to auto resolve.
b)
The tool should be available to all users in the organization.
c)
The tool should exclusively be used by the Service Desk to ensure accuracy.
d)
The tool should provide links to related configuration items, changes, problems, known errors, and other knowledge.
72.
In ITIL 4, a _____ is defined as any change of state that has significance for the management of a Configuration Item (CI) or IT service.
a)
Change
b)
Event
c)
Incident
d)
Release
73.
Which of the following statements is NOT true?
a)
Only major incidents should be logged as they are the most critical.
b)
Target resolution times for each incident should be negotiated and communicated.
c)
As the incidents move through its cycle, information about the incident should be recorded.
d)
Users should be encouraged to resolve their own incidents through self-help.
74.
Which of the following are good examples of requests?_x000D_
i A request to provide access to a specific report_x000D_
ii A user phone to inquire about the office hours_x000D_
iii A user phone to report a printer out of order_x000D_
iv A user phone to get access to a printer_x000D_
_x000D_
a)
i and ii only
b)
i and iv only
c)
i, ii, and iv only
d)
All of the given
75.
Which of the following statements regarding service requests is true? _x000D_
i A limited number of additional authorizations for requests are preferred._x000D_
ii Automation of requests should be encouraged to improve efficiencies._x000D_
iii Workflows for service requests should be established and documented._x000D_
iv Fulfilment times for every request should be determined upfront and communicated to users._x000D_
a)
i and iii only
b)
ii, iii, and iv only
c)
i, ii, and iii only
d)
All of the given
76.
Which of the following is a correct recommendation of the service request practice?
a)
Most service requests are simple and do not require involvement from other teams.
b)
It should not be encouraged to completely automate the submission of service request.
c)
It is difficult to set expectations of users regarding fulfilment times.
d)
Service requests can usually be formalized with a clear and standard procedure.
77.
Which of the following elements is a key to have as part of the service desk? _x000D_
i Intelligent telephony system_x000D_
ii Workflow systems for routing and escalation_x000D_
iii Workforce management and resource planning systems_x000D_
iv Knowledge base_x000D_
v Remote access tools_x000D_
a)
iii, iv, and v only
b)
ii, iv, and v only
c)
i, ii, iii, and iv only
d)
All of the given
78.
Which of the following is a recommendation of the service desk practice?
a)
Service desk should always be a physical team in a single fixed location.
b)
Service desk has no role to play in service delivery.
c)
Service desk is mainly about fixing issues and has nothing much explaining and coordinating matters.
d)
Service desk supports people and business, rather than only providing support for technical issues.
79.
Problem management initiates resolution through ___________ and participates in the post implementation review.
a)
Change enablement
b)
Incident management
c)
Knowledgement management
d)
Risk management
80.
Which of the following is not an aspect of the service level management practice?
a)
Collection and analysis of metrics
b)
Service reviews
c)
Major incident reviews
d)
Reporting on major incidents
81.
The purpose of the __________ practice is to make new and changed services and features available for use.
a)
Change enablement
b)
Release management
c)
Service level management
d)
Service request management
82.
Which of the following statements about the service level management practice is correct?
a)
A good service level management practice helps you be more in solution mode
b)
Viewing targets from a single server is still an important measurement
c)
It is good practice to only engage with customers once in a while
d)
A good service level management practice is about constructive partnerships
83.
__________ change may require a separate change authority, which includes senior managers who understand business risk.
a)
Emergency
b)
Normal
c)
Standard
d)
Major
84.
An important service improvement initiative is kicked off at the service desk. Which practice will it engage with for the initiative to be successful?
a)
Continual improvement
b)
Service level management
c)
Change enablement
d)
Configuration management
85.
The technical teams have several ideas on how a particular problem should be fixed and find the most cost-effective solution. In ITIL 4 it is known as:
a)
Incident management
b)
Problem control
c)
Error control
d)
Technical engagement
86.
Errors that remain unidentified, or unresolved, and may be a risk to live services is known as a/an:
a)
Incident
b)
Problem
c)
Error
d)
Issue
87.
According to ITIL 4, “Change” is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on ______.
a)
Consumers
b)
Processes
c)
Services
d)
Value Streams
88.
According to ITIL 4, an unplanned interruption to service is called a/an:
a)
Known error
b)
Incident
c)
Problem
d)
Workaround
89.
Which of the following statements is true?_x000D_
i Understanding the complexity of service relationships and each party’s responsibilities,organizations are more likely to co-create value and make the relationships mutually beneficial._x000D_
ii Understanding the components of value, organizations can make informed decisions about the services they provide and consume and about the service relationships._x000D_
iii Understanding the responsibilities of roles, service consumers and service providerscan improve their relationship management and effectiveness of negotiations and communications._x000D_
a)
i and ii only
b)
i and iii only
c)
ii and iii only
d)
All of the given
90.
Which of the following activities is included in ‘service consumption’?_x000D_
i The management of the consumers’ resources needed to use the service_x000D_
ii The service uses, actions performed by users_x000D_
iii The receiving (acquiring) of goods
a)
iii only
b)
i and iii only
c)
i and ii only
d)
All of the given
91.
Which of the following statements reflects the best use of the ITIL guiding principles?_x000D_
i The guiding principles can be used to guide in the adoption of a service management approach._x000D_
ii The guiding principles can be used to help organizations adapt the ITIL guidance to specific needs._x000D_
iii The guiding principles must be used to introduce new technology to an organization._x000D_
a)
iii only
b)
i and iii only
c)
i and ii only
d)
All of the given
92.
Which of the following statements about incident management is true?_x000D_
i Some incidents will be resolved by the user themselves, using self-help._x000D_
ii Incidents should not be escalated to suppliers or partners to ensure company information is kept confidential._x000D_
iii A temporary team may be required for major incidents._x000D_
iv Disaster recovery plans may be invoked to resolve incidents._x000D_
a)
i and iii only
b)
i, ii, and iii only
c)
i, iii, and iv only
d)
All of the given
93.
Service level management includes collating and analyzing information from a number of sources. These sources include:_x000D_
i Customer engagement_x000D_
ii Customer feedback_x000D_
iii Operational metrics_x000D_
iv Business metrics_x000D_
a)
i and ii only
b)
ii and iv only
c)
i, iii, and iv only
d)
All of the given
94.
Which of the following statements about continual improvement register (CIR) is correct?_x000D_
i The CIR is used as the basis for re-prioritizing improvement ideas, as and when new ideasare documented._x000D_
ii The structure of the information captured in a CIR is an important consideration.
a)
Both i and ii are correct.
b)
Only i is correct.
c)
Only ii is correct.
d)
Both i and ii are incorrect.
95.
Which of the following statements about service level agreements (SLAs) is correct? i An SLA does not relate to an agreement of engagement and discussion between the service provider and consumer._x000D_
ii An SLA should relate to defined outcomes for a service._x000D_
a)
Both i and ii are correct.
b)
Only i is correct.
c)
Only ii is correct.T
d)
Both i and ii are incorrect.
96.
Which of the following is a guiding principle of ITIL4?
a)
A. Service transition
b)
B. Focus on value
c)
C. Incident management
d)
D. Continual service improvement
97.
Which of the following is the purpose of the ITIL4 service value system (SVS)?
a)
A. To ensure that all IT services are delivered on time
b)
B. To provide a framework for the delivery of IT services
c)
C. To manage the lifecycle of IT services
d)
D. To ensure that IT services are delivered within budget
98.
Which of the following is the definition of a service as per ITIL4?
a)
A. A physical product
b)
B. An intangible product
c)
C. A software application
d)
D. A hardware component
99.
Which of the following is a dimension of service management as per ITIL4?
a)
A. Finance
b)
B. Governance
c)
C. Human resources
d)
D. Partners and suppliers
100.
Which of the following is the definition of a problem as per ITIL4?
a)
A. An unplanned interruption to an IT service
b)
B. cause of one or more incidents
c)
C. request for information or advice
d)
D. reduction in the quality of an IT service
101.
Which of the following is a characteristic of a high-performing team as per ITIL4?
a)
A. They are highly competitive
b)
B. They have a narrow focus on individual goals
c)
C. They collaborate and communicate effectively
d)
D. They are resistant to change
102.
Which of the following is the purpose of the ITIL4 guiding principle "start where you are"?
a)
A. To ensure that IT services are delivered on time
b)
B. To identify areas for improvement
c)
C. To implement new technologies
d)
D. To maximize efficiency
103.
Which of the following is a step in the ITIL4 problem management process?
a)
A. Monitoring and control
b)
B. Change assessment
c)
C. Root cause analysis
d)
D. Service design
104.
Which of the following is the purpose of the ITIL4 continual improvement model (CIM)?
a)
A. To ensure that IT services are delivered within budget
b)
B. To manage the lifecycle of IT services
c)
C. To identify areas for improvement
d)
D. To provide a framework for the delivery of IT services
105.
Which of the following is the definition of an incident as per ITIL4?
a)
A. A request for a change to an IT service
b)
B. An unplanned interruption to an IT service
c)
C. A cause of one or more problems
d)
D. A reduction in the quality of an IT service
106.
Which of the following is the purpose of the ITIL4 service value chain (SV?
a)
A. To manage the lifecycle of IT services
b)
B. To provide a framework for the delivery of IT services
c)
C. To ensure that IT services are delivered on time
d)
D. To maximize efficiency
107.
Which of the following is a responsibility of the change authority role as per ITIL4?
a)
A. Assessing the impact of changes
b)
B. Implementing changes
c)
C. Monitoring the performance of IT services
d)
D. Providing technical support
108.
Which of the following is the definition of a service level agreement (SL as per ITIL4?
a)
A. A formal agreement between two organizations
b)
B. A document that outlines the terms of a project
c)
C. An agreement between a service provider and a customer
d)
D. A legal agreement between two parties
109.
Which of the following is the definition of the ITIL4 term "value"?
a)
A. The total cost of ownership of an IT service
b)
B. The benefits that a customer receives from an IT service
c)
C. The performance of an IT service
d)
D. The price of an IT service
110.
Which of the following is a key characteristic of the ITIL4 service value system (SVS)?
a)
A. It is a hierarchical system
b)
B. It is a rigid system
c)
C. It is a flexible system
d)
D. It is a complex system
111.
Which of the following is the purpose of the ITIL4 guiding principle "collaborate and promote visibility"?
a)
A. To provide transparency into IT services
b)
B. To minimize costs
c)
C. To increase efficiency
d)
D. To reduce risk
112.
Which of the following is a stage of the ITIL4 service lifecycle?
a)
A. Service evaluation
b)
B. Service transition
c)
C. Service reporting
d)
D. Service marketing
113.
Which of the following is a role in the ITIL4 service value chain (SV?
a)
A. Service desk
b)
B. IT operations
c)
C. Configuration management
d)
D. Security management
114.
Which of the following is the purpose of the ITIL4 continual improvement register?
a)
A. To track the performance of IT services
b)
B. To identify areas for improvement
c)
C. To manage the lifecycle of IT services
d)
D. To prioritize changes
115.
Which of the following is the definition of the ITIL4 term "value stream"?
a)
A. The sequence of activities that creates and delivers value to a customer
b)
B. The cost of an IT service
c)
C. The benefits that a customer receives from an IT service
d)
D. The risks associated with an IT service
116.
Which ITIL4 guiding principle emphasizes the importance of understanding and meeting the needs of all stakeholders?
a)
A. Focus on value
b)
B. Start where you are
c)
C. Progress iteratively with feedback
d)
D. Think and work holistically
117.
Which of the following is the ITIL4 term for a request for a change to be made to an IT service or infrastructure?
a)
A. Problem
b)
B. Incident
c)
C. Change request
d)
D. Service request
118.
Which of the following is an example of a component in the ITIL4 service value system (SVS)?
a)
A. Service strategy
b)
B. Service level agreement (SL
c)
C. Service desk
d)
D. Service portfolio
119.
Which of the following is a characteristic of an ITIL4 high-velocity IT organization?
a)
A. It focuses on short-term goals
b)
B. It is reactive to changes
c)
C. It values stability and reliability over speed
d)
D. It promotes a culture of agility and innovation
120.
Which of the following is an ITIL4 practice that focuses on identifying and managing the risks associated with IT services?
a)
A. Service level management
b)
B. Incident management
c)
C. Risk management
d)
D. Problem management
121.
Which of the following is a key component of the ITIL4 service value chain (SV?
a)
A. Service level agreements (SLAs)
b)
B. Metrics and measurement
c)
C. Change management
d)
D. Service desk
122.
Which of the following is the purpose of the ITIL4 continual improvement model?
a)
A. To provide a framework for managing IT services
b)
B. To identify areas for improvement
c)
C. To prioritize changes
d)
D. To implement changes to IT services
123.
Which of the following is the ITIL4 term for a group of related changes that are managed as a single entity?
a)
A. Change authority
b)
B. Change model
c)
C. Change portfolio
d)
D. Change control
124.
Which of the following is a benefit of using the ITIL4 service value system (SVS)?
a)
A. Increased operational costs
b)
B. Improved alignment between IT and business
c)
C. Reduced customer satisfaction
d)
D. Increased complexity of IT services
125.
Which of the following is an ITIL4 practice that focuses on ensuring that IT services are delivered in a way that meets customer needs and expectations?
a)
A. Incident management
b)
B. Problem management
c)
C. Service level management
d)
D. Change management
126.
Which of the following is a key component of the ITIL4 service value system (SVS)?
a)
A. Service request management
b)
B. Supplier management
c)
C. Knowledge management
d)
D. Business relationship management
127.
Which of the following ITIL4 practices is responsible for ensuring that accurate and reliable information is available to support decision-making?
a)
A. Service level management
b)
B. Incident management
c)
C. Problem management
d)
D. Service reporting
128.
Which of the following ITIL4 guiding principles emphasizes the importance of working collaboratively to achieve shared goals and objectives?
a)
A. Focus on value
b)
B. Think and work holistically
c)
C. Collaborate and promote visibility
d)
D. Progress iteratively with feedback
129.
Which of the following is an ITIL4 practice that focuses on ensuring that services are delivered in a way that is consistent with agreed-upon standards and policies?
a)
A. Change enablement
b)
B. Service level management
c)
C. Service configuration management
d)
D. Incident management
130.
Which of the following is an ITIL4 practice that is responsible for managing the flow of work within an organization?
a)
A. Change enablement
b)
B. Incident management
c)
C. Service desk
d)
D. Service request management
131.
Which of the following is an ITIL4 practice that focuses on identifying and managing the risks associated with the use of information technology?
a)
A. Service desk
b)
B. Service level management
c)
C. Information security management
d)
D. Change enablement
132.
Which of the following is the ITIL4 term for a collection of services that are designed to meet a particular business need?
a)
A. Service portfolio
b)
B. Service offering
c)
C. Service level agreement (SL
d)
D. Service desk
133.
Which of the following is an ITIL4 practice that focuses on identifying and resolving the root cause of incidents?
a)
A. Problem management
b)
B. Change enablement
c)
C. Service level management
d)
D. Service desk
134.
Which of the following is an ITIL4 practice that focuses on ensuring that services are delivered in a way that meets or exceeds customer expectations?
a)
A. Service level management
b)
B. Service desk
c)
C. Incident management
d)
D. Problem management
135.
Which of the following ITIL4 guiding principles emphasizes the importance of starting small and building on success?
a)
A. Focus on value
b)
B. Progress iteratively with feedback
c)
C. Think and work holistically
d)
D. Collaborate and promote visibility
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