Created by

Shubham verma

ITIL V4 Foundation Quiz - 4

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1 / 20

1)

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Focus on value

Think and work holistically

Optimize and automate

Collaborate and promote visibility

2 / 20

2)

Which practice has a strong influence on the user experience and perception of the service provider?

Service desk

Change enablement

Service level management

Supplier management

3 / 20

3)

Which of these activities is carried out as part of 'problem management'?

Creating incident records

Diagnosing and resolving incidents

Escalating incidents to a support team for resolution

Trend analysis of incident records

4 / 20

4)

What actions does a service desk take for all issues, queries and requests that are reported to them?

Schedule, assess, authorize

Diagnose, investigate, resolve

Initiate, approve, fulfil

Acknowledge, classify, own

5 / 20

5)

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Incidents

Problems

Events

Requests

6 / 20

6)

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Collaborate and promote visibility

Start where you are

Focus on value

Keep it simple and practical

7 / 20

7)

Which describes the utility of a service?

A service that is fit for use

A service that meets its service level targets

A service that increases constraints on the consumer

A service that supports the performance of the consumer

8 / 20

8)

Which practice needs people who understand complex systems and have creative and analytical skills?

Change enablement

Service level management

Service request management

Problem management

9 / 20

9)

What is the definition of a known error?

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incident

A problem that has been analyzed and has not been resolved

Any change of state that has significance for the management of a service or other configuration item (CI)

10 / 20

10)

Which practice is responsible for moving new or changed components to live or other environments?

Release management

Deployment management

Change enablement

Supplier management

11 / 20

11)

Which statement about service requests is CORRECT?

Complex service requests should be dealt with as normal changes

Service requests that require simple workflows should be dealt with as incidents

Service requests require workflows that should use manual procedures and avoid automation

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

12 / 20

12)

What includes governance as a component?

Practices

The service value chain

The service value system

The guiding principles

13 / 20

13)

What must always be done before an activity is automated?

Check that the activity has already been optimized

Check that suitable new technology has been purchased

Ensure that DevOps has been successfully implemented

Ensure the solution removes the need for human intervention

14 / 20

14)

What is a change schedule PRIMARILY used for?

To help plan emergency changes

To help authorize standard changes

To help assign a change authority

To help manage normal changes

15 / 20

15)

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

16 / 20

16)

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

17 / 20

17)

Which is included in the purpose of the 'service level management' practice?

To maximize the number of successful service and product changes

To ensure accurate information about the configuration of services is available

To set clear business-based targets for service levels

To ensure that suppliers and their performance are managed appropriately

18 / 20

18)

Which usually requires a team of representatives from many stakeholder groups?

Fulfilling a service request

Authorizing an emergency change

Logging a new problem

Investigating a major incident

19 / 20

19)

Which value chain activity ensures that service components meet agreed specifications?

Plan

Design and transition

Obtain/build

Deliver and support

20 / 20

20)

Which role approves the cost of services?

User

Change authority

Sponsor

Customer

Your score is

The average score is 71%

0%

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Which practice has a strong influence on the user experience and perception of the service provider?

Which of these activities is carried out as part of 'problem management'?

What actions does a service desk take for all issues, queries and requests that are reported to them?

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Which describes the utility of a service?

Which practice needs people who understand complex systems and have creative and analytical skills?

What is the definition of a known error?

Which practice is responsible for moving new or changed components to live or other environments?

Which statement about service requests is CORRECT?

What includes governance as a component?

What must always be done before an activity is automated?

What is a change schedule PRIMARILY used for?

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Which is included in the purpose of the 'service level management' practice?

Which usually requires a team of representatives from many stakeholder groups?

Which value chain activity ensures that service components meet agreed specifications?

Which role approves the cost of services?

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