ITIL 4 Mock Test 01 Questions and Answers

ITIL 4 Mock Test 01 Questions and Answers What is a configuration item? Any component that needs to be manager in order to deliver a service What is co-created through active collaboration between providers and consumers? Value: (increasingly, organizations recognize that value is co-created through an active collaboration between providers and consumers, as well as other organizations that are part of the relevant service relationship.) Previous Play Next Rewind 10 seconds Move forward 10 seconds Unmute 0:00 / 0:15 Full screen Brainpower Read More Which phase of 'problem management' includes analysing incident trends? Problem identification Which GUIDING PRINCIPLE considers how the four dimensions of service management work together to create value? Think and work holistically Which PRACTICE enables users to ask for help and information? Service desk: (Service desk provide a clear path for users to report issues, queries and requests) Which is a recommendation of the 'service desk' practice? Service desks should understand the business: (Another key aspect of a good service desk is it practical understanding of the wider organization, the business processes, and the users.) Which term describes what a service does? Utility Which source of information for 'service level management' includes asking questions such as "What are your goals?", and "How can we help you more?"? Customer engagement: (This involves initial listening, discovery and information capture on which to base metrics, measurement and ongoing progress discussions. Consider asking customers some simple open questions such as ... "What are your goals, objectives, and measurements for this year?, How can we help you more?" Which would be supported by the 'service request management' PRACTICE? A request from a user for something which is a normal part of service delivery. Which PRACTICE has a purpose to encourage links between the organization and its stakeholders? Relationship management What is the definition of an event? Any change of state that has significance for the management of a service or other configuration item (CI). Which PRACTICE includes the assessment and authorization of an update to an application that is needed to resolve an incident? Change control What is the purpose of the 'supplier management' PRACTICE? To ensure that the organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services Why does a change authority need to communicate widely? 2) To gather input for use in risk assessment. 3) To ensure people in IT and the business are fully prepared. Identify the missing word in the following sentence. The purpose of the 'information security management practice' is to [?] the organization's information. Protect Which statement about incident escalation and resolution is CORRECT? Some incidents should be resolved by the users themselves using self-help What is the starting point for optimization? Understanding the vision and objectives of the organization Which is a key activity in the 'continual improvement' PRACTICE? Creating business cases Which is the purpose of the 'monitoring and event management' PRACTICE? To systematically observe services and service components, and record and report selected changes of state A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of? A service offering: (define combinations of goods, access to resources and service actions, to address the needs of different consumer groups. These combinations are called service offerings.) What are the key inputs to the ITIL service value system? Opportunity and demand Which is the BEST example of an emergency change? The implementation of a security patch to a critical software application: (Emergency changes are "Changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch.) Which statement about change authorization is CORRECT? A change authority should be assigned to each type of change and change model: (It is essential that the correct change authority is assigned to each type of change to ensure that change control is both efficient and effective.) Why should service desk staff detect recurring issues? To help identify problems: (Problem identification activities identify and log problems. These include.. detection of duplicate and recurring issues by users, service desk, and technical support staff.) What does the 'improve' value chain activity ensure continual improvement of? Products, services, and practices Which value chain activity ensures people understand the organization's vision? Plan: (The purpose of the 'plan' value chain activity is "to ensure a shared understanding of the vision, current status, and improvement direction for all FOUR DIMENSIONS and all products and services across the organization.) Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved. analysed Which dimension of service management includes an integrated and coordinated way to deliver services? Value streams and processes What role do service providers and service consumers have in relation to risk? Service providers should manage the detailed level of risk on behalf of the consumer Which of these includes managing resources that are configured to deliver a service? Service provision: (refers to the "activities performed by an organization to provide services. Service provision includes... management of the provider's resources, configured to deliver the service.") Which statement about the value chain activities is CORRECT? Each value chain activity contributes to the value chain by transforming specific inputs into outputs.: (Each activity transforms inputs into outputs. These inputs can be demand from outside the value chain or outputs of other activities. All the activities are interconnected, with each activity receiving and providing triggers for further action.) Which GUIDING PRINCIPLE emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? Collaborate and promote visibility Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve. outcomes How do all value chain activities transform inputs to outputs? By using a combination of practices: (To convert inputs into outputs, the value chain activities use different combinations of ITIL practices.) Which is included in the purpose of the plan value chain activity? Ensuring people understand the improvement direction for all services: (ensure a shared understanding of the vision, current status, and improvement direction for all FOUR DIMENSIONS and all products and services across the organization.)