Created by

Shubham verma

ITIL V4 Foundation Quiz - 1

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1 / 20

1)

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

Executing improvement actions

Performing baseline assessments

Defining the improvement plan

Understanding the business mission

2 / 20

2)

Which statement about 'continual improvement' is CORRECT?

All improvement ideas should be logged in a single 'continual improvement register'

A single team should carry out 'continual improvement' across the organization

'Continual improvement' should have minimal interaction with other practices

Everyone in the organization is responsible for some aspects of 'continual improvement'

3 / 20

3)

Which practice makes new services available for use?

Change enablement

Release management

Deployment management

IT asset management

4 / 20

4)

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

It should always be used to support direct observation

It should always be used instead of direct observation

Measured data is always more accurate than direct observation

The act of measuring always positively impacts results

5 / 20

5)

Which statement about the service value chain is CORRECT?

The service value chain converts value into demand

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

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

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

6 / 20

6)

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

Service consumer

Service provider

Customer

Supplier

7 / 20

7)

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

Service offering

Service provision

Service management

Service consumption

8 / 20

8)

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Customer engagement

Operational metrics

Business metrics

Customer feedback

9 / 20

9)

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

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

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

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

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

10 / 20

10)

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

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfilment workflow

To set user expectations for fulfilment times

11 / 20

11)

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

The ITIL service value system

The ITIL guiding principles

The four dimensions of service management

A service relationship

12 / 20

12)

Which statement about managing incidents is CORRECT?

Low impact incidents should be resolved efficiently, making logging unnecessary

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

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

Incidents with the lowest impact should be resolved first

13 / 20

13)

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

Service request management

Problem management

Change control

Service level management

14 / 20

14)

What impact does automation have on a service desk?

Less low level work and a greater ability to focus on user experience

Increased phone contact and a reduced ability to focus on user experience

Ability to work from multiple locations, geographically dispersed

Ability to work from a single centralized location

15 / 20

15)

What should be considered as part of the 'partners and suppliers' dimension?

The level of integration and formality involved in the relationships between organizations

The activities, workflows, controls and procedures needed to achieve the agreed objectives

The information created, managed and used in the course of service provision and consumption

The required skills and competencies of teams and individual members of the organization

16 / 20

16)

Which guiding principle considers the importance of customer loyalty?

Progress iteratively with feedback

Focus on value

Optimize and automate

Start where you are

17 / 20

17)

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

The ability to discover and respond to failure earlier

Standardization of practices and services

Understanding the customer's perception of value

Understanding the current state and identifying what can be reused

18 / 20

18)

Which gives a user access to a system?

Service requirement

Service agreement

Service consumption

Service provision

19 / 20

19)

Which is a recommendation of the guiding principle 'think and work holistically'?

Conduct a review of existing service management practices and decide what to keep and what to discard

Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

Review service management practices and remove any unnecessary complexity

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

20 / 20

20)

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

Service desk