Created by

Shubham verma

ITIL V4 Foundation Quiz - 2

Try out this free quiz to see how well you know your skills.

Please Enter some basic details about you before starting the quiz.

NameEmailPhone Number

1 / 20

1)

What can be used to determine if a service is 'fit for purpose'?

Availability

Warranty

Outcome

Utility

2 / 20

2)

Which two practices interact the MOST with the service desk practice?

Incident management and service request management

Service request management and deployment management

Deployment management and change enablement

Change enablement and incident management

3 / 20

3)

When is the earliest that a workaround can be documented in 'problem management'?

After the problem has been logged

After the problem has been prioritized

After the problem has been analyzed

After the problem has been resolved

4 / 20

4)

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

Supplier management

Change control

Relationship management

Service desk

5 / 20

5)

What varies in size and complexity, and uses functions to achieve its objectives?

A risk

An organization

A practice

An outcome

6 / 20

6)

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Information security management

Continual improvement

Monitoring and event management

Service level management

7 / 20

7)

What is the purpose of the 'incident management' practice?

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

To capture demand for incident resolution and service requests

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To support the agreed service quality by effective handling of all agreed user-initiated service requests

8 / 20

8)

Which will help solve incidents more quickly?

Target resolution times

Escalating all incidents to support teams

Collaboration between teams

Detailed procedural steps for incident investigation

9 / 20

9)

What is defined as an unplanned interruption or reduction in the quality of a service?

An incident

A problem

A change

An event

10 / 20

10)

Which is an activity of the 'incident management' practice?

Assessing and prioritizing improvement opportunities

Performing service reviews with customers

Providing good-quality updates when expected

Automating service requests to the greatest degree possible

11 / 20

11)

Which is an external input to the service value chain?

The 'improve' value chain activity

An overall plan

Customer requirements

Feedback loops

12 / 20

12)

Which practice is MOST likely to benefit from the use of chatbots?

Service level management

Change enablement

Continual improvement

Service desk

13 / 20

13)

What term is used to describe whether a service will meet availability, capacity and security requirements?

Outcomes

Value

Utility

Warranty

14 / 20

14)

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Plan

Improve

Design and transition

Deliver and support

15 / 20

15)

Which is an activity of the 'problem management' practice?

Restoration of normal service operation as quickly as possible

Prioritization of problems based on the risk that they pose

Authorization of changes to resolve the cause of problems

Resolution of incidents in a time that meets customer expectations

16 / 20

16)

Where are the details of the required performance outcomes of a service defined?

Service level agreements

Service requests

Service components

Service offerings

17 / 20

17)

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Deployment management

Release management

Change control

Service configuration management

18 / 20

18)

In service relationships, what is a benefit of identifying consumer roles?

It enables effective stakeholder management

It provides shared service expectations

It removes constraints from the customer

It enables a common definition of value

19 / 20

19)

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

Restricting information about the improvement to essential stakeholders only

Increasing collaboration and visibility for the improvement

Involving customers after all planning has been completed

Engaging every stakeholder group in the same way, with the same communication

20 / 20

20)

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?