ITIL 4 Exam 3 Questions with Complete
Answers
Which is a recommendation of the guiding principle 'think and work holistically'?
A. Conduct a review of existing service management practices and decide what to keep
and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable
sections that can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all
aspects of an improvement initiative - Answer-D. Use the four dimensions of service
management to ensure coordination of all aspects of an improvement initiative
What role would be MOST suitable for someone with tots of experience working in IT
and business roles? They also have experience of managing relationships with various
stakeholders, including suppliers and business managers.
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst - Answer-A. Service level manager
Which practice involves the management of vulnerabilities that were not identified
before the service went live?
A. Service request management
B. Problem management
C. Change control
D. Service level management - Answer-B. Problem management
What is a configuration item?
A. Any financially valuable component that can contribute to delivery of an IT product or
service
B. Any component that needs to be managed in order to deliver an IT service
C. Any change of state that has significance for the management of a service
D. A problem that has been analyzed but has not been resolved - Answer-B. Any
component that needs to be managed in order to deliver an IT service
Which TWO are inputs to the service value system?
* 1 Demand
* 2 Products
* 3 Value
* 4 Opportunity
A. 1 and 2
B. 2 and 3
C. 3 and 4
,D. 1 and 4 - Answer-D. 1 and 4
Which is a recommendation for applying the guiding principle 'keep it simple and
practical? A. Communicate in a way the audience can hear
B. Sometimes nothing from the current state can be re used
C. If a practice is easier to follow it is more likely to be adopted
D. Fast does not mean incomplete - Answer-C. If a practice is easier to follow it is more
likely to be adopted
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or
indirect effect on services
A. problem
B. risk
C. change
D. configuration item - Answer-C. change
Which dimension is MOST concerned with skills, competencies, roles and
responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - Answer-D. Value streams and processes
Which is a use of a continual improvement register?
A. Planning changes, assisting in communication, avoiding conflicts, and assigning
resources
B. Selecting the right method, model or technique for identifying improvements
C. Tracking and managing improvement ideas from identification through to final action
D. Describing the services designed to meet the needs of a consumer group - Answer-
C. Tracking and managing improvement ideas from identification through to final action
Which statement about service offerings is CORRECT?
A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the prowler
C. Service offerings describe how providers and consumers cooperate to co-create
value D. Each service should be described to consumers as a single service offering -
Answer-A. The same product can be used as a basis for more than one service offering
dentify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that
accurate and reliable information about the [?], and the CIs that support them, is
available when and where it is needed.
A. relationships with suppliers
B. configuration of services
C. skills of people
, D. authorization of changes - Answer-B. configuration of services
A user contacts the service desk to ask how they can create a report. Which practice is
MOST LIKELY to contribute to resolving this issue?
A. Incident management
B. Service level management
C. Service request management
D. Change enablement - Answer-C. Service request management
Which is an example are problem control activity?
A. Reviewing incident records to identify trends
B. Implementing a technical fix to resolve an issue
C. Re-assessing a known error to understand the ongoing impact
D. Documenting the steps in a workaround - Answer-D. Documenting the steps in a
workaround
Which guiding principle recommends consideration of the four dimensions in order to
make something as effective and as useful as it needs to be?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate - Answer-D. Optimize and automate
What role would be MOST suitable for a new graduate with great levels of empathy and
understanding of business issues? They also have good communication skills, high
emotional intelligence, and a broad understanding of IT technology.
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst - Answer-B. Service desk agent
Which guiding principle considers how the steps of a process can be performed as
efficiently as possible?
A. Start where you are
B. Focus on value
C. Think and work holistically
D. Optimize and automate - Answer-D. Optimize and automate
Which of the following is NOT recommended by the guiding principle 'start where you
are? A. Asking questions that appear to be stupid
B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source - Answer-C. Building something completely
new
Explanation:
Answers
Which is a recommendation of the guiding principle 'think and work holistically'?
A. Conduct a review of existing service management practices and decide what to keep
and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable
sections that can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all
aspects of an improvement initiative - Answer-D. Use the four dimensions of service
management to ensure coordination of all aspects of an improvement initiative
What role would be MOST suitable for someone with tots of experience working in IT
and business roles? They also have experience of managing relationships with various
stakeholders, including suppliers and business managers.
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst - Answer-A. Service level manager
Which practice involves the management of vulnerabilities that were not identified
before the service went live?
A. Service request management
B. Problem management
C. Change control
D. Service level management - Answer-B. Problem management
What is a configuration item?
A. Any financially valuable component that can contribute to delivery of an IT product or
service
B. Any component that needs to be managed in order to deliver an IT service
C. Any change of state that has significance for the management of a service
D. A problem that has been analyzed but has not been resolved - Answer-B. Any
component that needs to be managed in order to deliver an IT service
Which TWO are inputs to the service value system?
* 1 Demand
* 2 Products
* 3 Value
* 4 Opportunity
A. 1 and 2
B. 2 and 3
C. 3 and 4
,D. 1 and 4 - Answer-D. 1 and 4
Which is a recommendation for applying the guiding principle 'keep it simple and
practical? A. Communicate in a way the audience can hear
B. Sometimes nothing from the current state can be re used
C. If a practice is easier to follow it is more likely to be adopted
D. Fast does not mean incomplete - Answer-C. If a practice is easier to follow it is more
likely to be adopted
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or
indirect effect on services
A. problem
B. risk
C. change
D. configuration item - Answer-C. change
Which dimension is MOST concerned with skills, competencies, roles and
responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - Answer-D. Value streams and processes
Which is a use of a continual improvement register?
A. Planning changes, assisting in communication, avoiding conflicts, and assigning
resources
B. Selecting the right method, model or technique for identifying improvements
C. Tracking and managing improvement ideas from identification through to final action
D. Describing the services designed to meet the needs of a consumer group - Answer-
C. Tracking and managing improvement ideas from identification through to final action
Which statement about service offerings is CORRECT?
A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the prowler
C. Service offerings describe how providers and consumers cooperate to co-create
value D. Each service should be described to consumers as a single service offering -
Answer-A. The same product can be used as a basis for more than one service offering
dentify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that
accurate and reliable information about the [?], and the CIs that support them, is
available when and where it is needed.
A. relationships with suppliers
B. configuration of services
C. skills of people
, D. authorization of changes - Answer-B. configuration of services
A user contacts the service desk to ask how they can create a report. Which practice is
MOST LIKELY to contribute to resolving this issue?
A. Incident management
B. Service level management
C. Service request management
D. Change enablement - Answer-C. Service request management
Which is an example are problem control activity?
A. Reviewing incident records to identify trends
B. Implementing a technical fix to resolve an issue
C. Re-assessing a known error to understand the ongoing impact
D. Documenting the steps in a workaround - Answer-D. Documenting the steps in a
workaround
Which guiding principle recommends consideration of the four dimensions in order to
make something as effective and as useful as it needs to be?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate - Answer-D. Optimize and automate
What role would be MOST suitable for a new graduate with great levels of empathy and
understanding of business issues? They also have good communication skills, high
emotional intelligence, and a broad understanding of IT technology.
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst - Answer-B. Service desk agent
Which guiding principle considers how the steps of a process can be performed as
efficiently as possible?
A. Start where you are
B. Focus on value
C. Think and work holistically
D. Optimize and automate - Answer-D. Optimize and automate
Which of the following is NOT recommended by the guiding principle 'start where you
are? A. Asking questions that appear to be stupid
B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source - Answer-C. Building something completely
new
Explanation:
