ITIL 4 - MP Transition - Practice
questions and answers GRADE A+
GUARANTEED
An organization is planning to communicate information
about a new improvement initiative by providing information
on the IT portal, sending emails, and holding meetings with
affected groups. Which communication principle are they
applying?
a) Communication is a two way process
b) We are all communicating all the time
c) Timing and frequency matter
d) There is no single method of communicating
D
An organization is concerned about the possibility of IT
issues affecting their revenue. What IT measurement will
BEST help to manage this?
a) Service availability percentage
b) Impact and duration of incidents
c) Number and percentage of failed changes
d) Number of security compliance violations
B
'A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the
customer having to manage specific costs and risks." This
is the definition of which term?
a) Product
b) Output
c) Service
d) Organization
C
A mobile device that is supplied to a consumer who takes
ownership of future use is an example of which service
offering component?
a) Service
b) Service Actions
c) Goods
d) Access to Resources
C
, Acting as a service provider, an organization produces
outputs that help its consumers to achieve certain outcomes.
An outcome is defined as:
a) A result for a stakeholder
b) A tangible deliverable of an activity
c) An intangible delivery of an activity
d) Activities performed by the service consumer
A
The guiding principle 'Start Where You Are' suggests use of
which of these activities?
a) Observe directly
b) Iterative action
c) Project management
d) Improvement implementation
A
Understanding customer experience and user experience
should actively be managed. This is an element of which
guiding principle?
a) Focus on value
b) Start where you are
c) Think and work holistically
d) Collaborate and promote visibility
A
Understanding the minimum viable product of each iteration
when doing agile development is an application of which
guiding principle?
a) Promote visibility
b) Think and work holistically
c) Progress iteratively with feedback
d) Keep it simple and practical
C
Failure to address ALL FOUR dimensions may lead to what
adverse impact to the business?
a) Suppliers not delivering the appropriate value for money.
b) Consumers and service providers unable to work together.
c) Services not being delivered within expectations of quality
or efficiency.
d) Technology not supporting the consumers requirements.
C
Which of the following options correctly defines the BEST
definition of the ITIL service value chain?
a) A set of activities that cover the end-to-end value of a service
b) A complete set of services that are managed by the
organization
questions and answers GRADE A+
GUARANTEED
An organization is planning to communicate information
about a new improvement initiative by providing information
on the IT portal, sending emails, and holding meetings with
affected groups. Which communication principle are they
applying?
a) Communication is a two way process
b) We are all communicating all the time
c) Timing and frequency matter
d) There is no single method of communicating
D
An organization is concerned about the possibility of IT
issues affecting their revenue. What IT measurement will
BEST help to manage this?
a) Service availability percentage
b) Impact and duration of incidents
c) Number and percentage of failed changes
d) Number of security compliance violations
B
'A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the
customer having to manage specific costs and risks." This
is the definition of which term?
a) Product
b) Output
c) Service
d) Organization
C
A mobile device that is supplied to a consumer who takes
ownership of future use is an example of which service
offering component?
a) Service
b) Service Actions
c) Goods
d) Access to Resources
C
, Acting as a service provider, an organization produces
outputs that help its consumers to achieve certain outcomes.
An outcome is defined as:
a) A result for a stakeholder
b) A tangible deliverable of an activity
c) An intangible delivery of an activity
d) Activities performed by the service consumer
A
The guiding principle 'Start Where You Are' suggests use of
which of these activities?
a) Observe directly
b) Iterative action
c) Project management
d) Improvement implementation
A
Understanding customer experience and user experience
should actively be managed. This is an element of which
guiding principle?
a) Focus on value
b) Start where you are
c) Think and work holistically
d) Collaborate and promote visibility
A
Understanding the minimum viable product of each iteration
when doing agile development is an application of which
guiding principle?
a) Promote visibility
b) Think and work holistically
c) Progress iteratively with feedback
d) Keep it simple and practical
C
Failure to address ALL FOUR dimensions may lead to what
adverse impact to the business?
a) Suppliers not delivering the appropriate value for money.
b) Consumers and service providers unable to work together.
c) Services not being delivered within expectations of quality
or efficiency.
d) Technology not supporting the consumers requirements.
C
Which of the following options correctly defines the BEST
definition of the ITIL service value chain?
a) A set of activities that cover the end-to-end value of a service
b) A complete set of services that are managed by the
organization
