ITIL Foundation 4 - Practice Exam questions
with answers
What is the effect of increased automation on the 'service desk' practice?
- ....🔰VERIFIED ANSWERS.... ✔✔Greater ability to focus on customer
experience when personal contact is needed
Which term describes the functionality offered by a service? - ....🔰VERIFIED
ANSWERS.... ✔✔Utility
Which is the purpose of the 'monitoring and event management' practice?
- ....🔰VERIFIED ANSWERS.... ✔✔To systematically observe services and
service components, and record and report selected changes of state
What should all 'continual improvement' decisions be based on? - ....🔰
VERIFIED ANSWERS.... ✔✔Accurate and carefully analysed data
How do all value chain activities transform inputs to outputs? - ....🔰
VERIFIED ANSWERS.... ✔✔By using a combination of practices
How does customer engagement contribute to the 'service level management'
practice? - ....🔰VERIFIED ANSWERS.... ✔✔It captures information that
metrics can be based on & supports progress discussions
What is the starting point for optimization? - ....🔰VERIFIED ANSWERS....
✔✔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.
- ....🔰VERIFIED ANSWERS.... ✔✔service value system
Which practice provides support for managing feedback, compliments and
complaints from users? - ....🔰VERIFIED ANSWERS.... ✔✔Service request
management
Which joint activity performed by a service provider and service consumer
ensures continual value co-creation? - ....🔰VERIFIED ANSWERS....
✔✔Service relationship management
Which practice may involve the initiation of disaster recovery? - ....🔰
VERIFIED ANSWERS.... ✔✔Incident management
What type of change is MOST likely to be managed by the 'service request
management' practice? - ....🔰VERIFIED ANSWERS.... ✔✔A standard change
Which guiding principle emphasizes the need to understand the flow of work
in progress, identify bottlenecks, and uncover waste? - ....🔰VERIFIED
ANSWERS.... ✔✔Collaborate and promote visibility
What is a means of enabling value co-creation by facilitating outcomes that
customers want to achieve? - ....🔰VERIFIED ANSWERS.... ✔✔A service
with answers
What is the effect of increased automation on the 'service desk' practice?
- ....🔰VERIFIED ANSWERS.... ✔✔Greater ability to focus on customer
experience when personal contact is needed
Which term describes the functionality offered by a service? - ....🔰VERIFIED
ANSWERS.... ✔✔Utility
Which is the purpose of the 'monitoring and event management' practice?
- ....🔰VERIFIED ANSWERS.... ✔✔To systematically observe services and
service components, and record and report selected changes of state
What should all 'continual improvement' decisions be based on? - ....🔰
VERIFIED ANSWERS.... ✔✔Accurate and carefully analysed data
How do all value chain activities transform inputs to outputs? - ....🔰
VERIFIED ANSWERS.... ✔✔By using a combination of practices
How does customer engagement contribute to the 'service level management'
practice? - ....🔰VERIFIED ANSWERS.... ✔✔It captures information that
metrics can be based on & supports progress discussions
What is the starting point for optimization? - ....🔰VERIFIED ANSWERS....
✔✔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.
- ....🔰VERIFIED ANSWERS.... ✔✔service value system
Which practice provides support for managing feedback, compliments and
complaints from users? - ....🔰VERIFIED ANSWERS.... ✔✔Service request
management
Which joint activity performed by a service provider and service consumer
ensures continual value co-creation? - ....🔰VERIFIED ANSWERS....
✔✔Service relationship management
Which practice may involve the initiation of disaster recovery? - ....🔰
VERIFIED ANSWERS.... ✔✔Incident management
What type of change is MOST likely to be managed by the 'service request
management' practice? - ....🔰VERIFIED ANSWERS.... ✔✔A standard change
Which guiding principle emphasizes the need to understand the flow of work
in progress, identify bottlenecks, and uncover waste? - ....🔰VERIFIED
ANSWERS.... ✔✔Collaborate and promote visibility
What is a means of enabling value co-creation by facilitating outcomes that
customers want to achieve? - ....🔰VERIFIED ANSWERS.... ✔✔A service
