ITIL 4 questions with complete solutions

ITIL 4 questions with complete solutionsWhat is ITIL4? ITIL 4 is a best practice framework for IT service management (ITSM). The purpose of the service value system to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services. For service management to function properly, it needs to work as a system. 00:38 01:29 The Components of the Service Value System 1. Guiding Principles 2. Governance 3. Service Value Chain 4. Practices 5. Continual Improvement What should be done to determine the appropriate metrics for measuring a new service? Using operational data to provide detailed service reports. What should be used to set user expectations for request fulfillment times? The time needed to realistically deliver the service. Which is one of the five aspects of service design? Management information systems and tools. Which statement about IT service management is CORRECT? It is performed by IT service providers using a mix of people, processes, and technology. Which is the CORRECT explanation of the "r" role in RACI matrix The role has ownership of the end result. Which statement about change management is CORRECT It measures that all changes are authorized by the change advisory board (CAB). Which statement about the "four Ps" of service design is CORRECT Partners refers to suppliers and vendors. What is the primary focus of business capacity management? Future business requirements for IT services are quantified, designed, planned, and implemented in a timely fashion. Which is NOT a structure of service desk that is described in the ITIL service operation guidance? Outsourced 00:03 01:29 What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction? A standard change. which service transition process provides guidance about converting data into information? Knowledge management. Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements Supporting services view. Service transition contains a detailed description of which processes Change management, service asset and configuration management, release and deployment management. Which is an objective of the design coordination process? To produce service design packages and ensure they are handed over to service transition. What MAIN factors are considered to assess the priority of an incident? The urgency and impact. Which term is used to describe prediction and control of income and expenditure within an organization? Budgeting Where should all master copies of controlled software and documentation be stored In the definitive media library. Which stage of the service lifecycle has the purpose of looking for ways to improve efficiency and cost effectiveness? Continued service improvement. Which of the following should IT service continuity strategy be based on? Business continuity strategy/ Business impact analysis (BIA)/Risk management. What is NOT within the scope of service catalogue management Fulfilment of business service requests. What three elements make up the Service Portfolio Service pipeline, service catalogue, and retired service Who is responsible for defining metrics for change management? The change management process owner. What is a supplier category? Resource Which process is used to compare the value that new services offer with the value of the services they have replaced? Service portfolio management. Which is an important principle of communication in service operation It has an intended purpose or a resultant action. What do customer perceptions and business outcomes help to define? The value of a service. Which statement about metrics is CORRECT? Technology metrics can be used to measure component performance and availability. What takes place in the "did we get there" step of the continual service improvement (CSI) approach? Verifying that improvement targets have been achieved. Which is an example of improving service utility using service management automation? Faster resource allocation. What is the CORRECT definition of service management? A set of specialized organizational capabilities for delivering value to customers in the form of services. Which is the correct combination of items that makes up an IT service? Information technology, people, and processes. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? Categorization What can be used to help determine the impact level of a problem? Configuration management system (CMS). Which are phases of the release and deployment process Release build and test/review and close/Categorize and record. Which function is responsible for the management of a data center? Facilities management. Which are the elements of process control? Process owner, policy and objectives. Which processes are responsible for the regular review of underpinning contracts Supplier management and service level management. Which statement BEST describes the value of service strategy to the business It enables the service provider to