ITIL FOUNDATION 4 - PRACTICE EXAM
What is the effect of increased automation on the 'service desk' practice? -
correct answer Greater ability to focus on customer experience when personal
contact is needed
Which term describes the functionality offered by a service? - correct answer
Utility
Which is the purpose of the 'monitoring and event management' practice? -
correct answer To systematically observe services and service components, and
record and report selected changes of state
What should all 'continual improvement' decisions be based on? - correct answer
Accurate and carefully analysed data
How do all value chain activities transform inputs to outputs? - correct answer By
using a combination of practices
How does customer engagement contribute to the 'service level management'
practice? - correct answer It captures information that metrics can be based on &
supports progress discussions
What is the starting point for optimization? - correct answer Understanding the
vision and objectives of the organization
The purpose of the _________ is to ensure that the organization continually co-
creates value with all stakeholders in line with the organization's objectives. -
correct answer service value system
Which practice provides support for managing feedback, compliments and
complaints from users? - correct answer Service request management
, Which joint activity performed by a service provider and service consumer
ensures continual value co-creation? - correct answer Service relationship
management
Which practice may involve the initiation of disaster recovery? - correct answer
Incident management
What type of change is MOST likely to be managed by the 'service request
management' practice? - correct answer A standard change
Which guiding principle emphasizes the need to understand the flow of work in
progress, identify bottlenecks, and uncover waste? - correct answer Collaborate
and promote visibility
What is a means of enabling value co-creation by facilitating outcomes that
customers want to achieve? - correct answer A service
Which statement about change authorization is CORRECT? - correct answer A
change authority should be assigned to each type of change and change model
Which dimension of service management considers governance, management,
and communication? - correct answer Organizations and people
A known error is a problem that has been __________ and has not been resolved.
- correct answer analysed
Which statement about known errors and problems is CORRECT? - correct
answer Known error is the status assigned to a problem after it has been
analysed
What does the 'service request management' practice depend on for maximum
efficiency? - correct answer Processes and procedures
What is the effect of increased automation on the 'service desk' practice? -
correct answer Greater ability to focus on customer experience when personal
contact is needed
Which term describes the functionality offered by a service? - correct answer
Utility
Which is the purpose of the 'monitoring and event management' practice? -
correct answer To systematically observe services and service components, and
record and report selected changes of state
What should all 'continual improvement' decisions be based on? - correct answer
Accurate and carefully analysed data
How do all value chain activities transform inputs to outputs? - correct answer By
using a combination of practices
How does customer engagement contribute to the 'service level management'
practice? - correct answer It captures information that metrics can be based on &
supports progress discussions
What is the starting point for optimization? - correct answer Understanding the
vision and objectives of the organization
The purpose of the _________ is to ensure that the organization continually co-
creates value with all stakeholders in line with the organization's objectives. -
correct answer service value system
Which practice provides support for managing feedback, compliments and
complaints from users? - correct answer Service request management
, Which joint activity performed by a service provider and service consumer
ensures continual value co-creation? - correct answer Service relationship
management
Which practice may involve the initiation of disaster recovery? - correct answer
Incident management
What type of change is MOST likely to be managed by the 'service request
management' practice? - correct answer A standard change
Which guiding principle emphasizes the need to understand the flow of work in
progress, identify bottlenecks, and uncover waste? - correct answer Collaborate
and promote visibility
What is a means of enabling value co-creation by facilitating outcomes that
customers want to achieve? - correct answer A service
Which statement about change authorization is CORRECT? - correct answer A
change authority should be assigned to each type of change and change model
Which dimension of service management considers governance, management,
and communication? - correct answer Organizations and people
A known error is a problem that has been __________ and has not been resolved.
- correct answer analysed
Which statement about known errors and problems is CORRECT? - correct
answer Known error is the status assigned to a problem after it has been
analysed
What does the 'service request management' practice depend on for maximum
efficiency? - correct answer Processes and procedures
