ITIL 4 Exam Practice ACTUAL
QUESTIONS AND CORRECT ANSWERS
Which practice is responsible for moving components to live environments?
A. Change enablement
B. Release management
C. IT asset management
D. Deployment management - CORRECT ANSWERS D
Which practice includes the classification and ownership of queries and requests
from users?
A. Service desk
B. Incident management
C. Change enablement
D. Service level management - CORRECT ANSWERS A
Which practice identifies metrics that reflect the customer's experience of a
service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management - CORRECT ANSWERS C
What is the PRIMARY use of a change schedule?
,A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes - CORRECT ANSWERS C
Which service management dimension is focused on activities and how are
these coordinated?
A. Organisations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - CORRECT ANSWERS D
How does categorisation of incidents assist the 'incident management' practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived - CORRECT ANSWERS
A
A service is a means of enabling value co-creation by facilitating [?] that
customers want to achieve.
A. The warranty
B. Outcomes
C. The utility
D. Outputs - CORRECT ANSWERS B
, Which is a recommendation of the 'continual improvement' practice?
A. There should be at least a small team dedicated to leading 'continual
improvement' efforts
B. All improvements should be managed as multi-phase projects
C. 'Continual improvement' should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives -
CORRECT ANSWERS A
Which is a potential benefit of using an IT service management tool to support
the 'incident management' practice?
A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service
provider
It may provide automated resolution and closure of complex incidents -
CORRECT ANSWERS B
Which role submits service requests?
A. The user, or their authorised representative
B. The customer, or their authorised representative
C. The sponsor, or their authorised representative
D. The supplier, or their authorised representative - CORRECT ANSWERS
A
Which practice provides a single point of contact for users?
QUESTIONS AND CORRECT ANSWERS
Which practice is responsible for moving components to live environments?
A. Change enablement
B. Release management
C. IT asset management
D. Deployment management - CORRECT ANSWERS D
Which practice includes the classification and ownership of queries and requests
from users?
A. Service desk
B. Incident management
C. Change enablement
D. Service level management - CORRECT ANSWERS A
Which practice identifies metrics that reflect the customer's experience of a
service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management - CORRECT ANSWERS C
What is the PRIMARY use of a change schedule?
,A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes - CORRECT ANSWERS C
Which service management dimension is focused on activities and how are
these coordinated?
A. Organisations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - CORRECT ANSWERS D
How does categorisation of incidents assist the 'incident management' practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived - CORRECT ANSWERS
A
A service is a means of enabling value co-creation by facilitating [?] that
customers want to achieve.
A. The warranty
B. Outcomes
C. The utility
D. Outputs - CORRECT ANSWERS B
, Which is a recommendation of the 'continual improvement' practice?
A. There should be at least a small team dedicated to leading 'continual
improvement' efforts
B. All improvements should be managed as multi-phase projects
C. 'Continual improvement' should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives -
CORRECT ANSWERS A
Which is a potential benefit of using an IT service management tool to support
the 'incident management' practice?
A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service
provider
It may provide automated resolution and closure of complex incidents -
CORRECT ANSWERS B
Which role submits service requests?
A. The user, or their authorised representative
B. The customer, or their authorised representative
C. The sponsor, or their authorised representative
D. The supplier, or their authorised representative - CORRECT ANSWERS
A
Which practice provides a single point of contact for users?
