Value Insights ITIL4 Practice Exam - Multiple Choice
What is the effect of increased Greater ability to focus on customer experience when personal contact
automation on the 'service is needed
desk' practice? 3 multiple choice options
Which term describes the Utility 3 multiple choice
functionality offered by a options
service?
To systematically observe services and service components, and
Which is the purpose of the
record and report selected changes of state
'monitoring and event
management' practice? 3 multiple choice options
What should all 'continual Accurate and carefully analyzed data 3 multiple choice
improvement' decisions be options
based on?
How do all value chain By using a combination of practices 3 multiple choice
activities transform inputs to options
outputs?
How does customer 1 and 4 3 multiple choice
engagement contribute to options
the 'service level
management' practice?
1. It captures
information that metrics can
be based on
2. It ensures the
organization meets defined
service levels
3. It defines the workflows
for service requests
4. It supports progress discussions
What is the starting point for Understanding the vision and objectives of 3 multiple choice
optimization? the organization options
, Identify the missing words in service value system 3 multiple choice
the following sentence. options
The purpose of the [?] is to
ensure that the organization
continually co-creates value
with all stakeholders in line
with the organization's
objectives.
Which practice provides Service request management 3 multiple choice
support for managing options
feedback, compliments and
complaints from users?
Which joint activity performed Service relationship management 3 multiple choice
by a service provider and options
service consumer ensures
continual value co-creation?
Which practice may involve the Incident management 3 multiple choice
initiation of disaster options
recovery?
What type of change is MOST A standard change 3 multiple choice
likely to be managed by the options
'service request
management' practice?
Which guiding principle Collaborate and promote visibility 3 multiple choice
emphasizes the need to options
understand the flow of work
in progress, identify
bottlenecks, and uncover
waste?
What is a means of enabling A service 3 multiple choice
value co- creation by options
facilitating outcomes that
customers want to achieve?
Which statement about change A change authority should be assigned to each type of change and
authorization is CORRECT? change model
What is the effect of increased Greater ability to focus on customer experience when personal contact
automation on the 'service is needed
desk' practice? 3 multiple choice options
Which term describes the Utility 3 multiple choice
functionality offered by a options
service?
To systematically observe services and service components, and
Which is the purpose of the
record and report selected changes of state
'monitoring and event
management' practice? 3 multiple choice options
What should all 'continual Accurate and carefully analyzed data 3 multiple choice
improvement' decisions be options
based on?
How do all value chain By using a combination of practices 3 multiple choice
activities transform inputs to options
outputs?
How does customer 1 and 4 3 multiple choice
engagement contribute to options
the 'service level
management' practice?
1. It captures
information that metrics can
be based on
2. It ensures the
organization meets defined
service levels
3. It defines the workflows
for service requests
4. It supports progress discussions
What is the starting point for Understanding the vision and objectives of 3 multiple choice
optimization? the organization options
, Identify the missing words in service value system 3 multiple choice
the following sentence. options
The purpose of the [?] is to
ensure that the organization
continually co-creates value
with all stakeholders in line
with the organization's
objectives.
Which practice provides Service request management 3 multiple choice
support for managing options
feedback, compliments and
complaints from users?
Which joint activity performed Service relationship management 3 multiple choice
by a service provider and options
service consumer ensures
continual value co-creation?
Which practice may involve the Incident management 3 multiple choice
initiation of disaster options
recovery?
What type of change is MOST A standard change 3 multiple choice
likely to be managed by the options
'service request
management' practice?
Which guiding principle Collaborate and promote visibility 3 multiple choice
emphasizes the need to options
understand the flow of work
in progress, identify
bottlenecks, and uncover
waste?
What is a means of enabling A service 3 multiple choice
value co- creation by options
facilitating outcomes that
customers want to achieve?
Which statement about change A change authority should be assigned to each type of change and
authorization is CORRECT? change model
