ITIL 4 Coursera Exam UPDATED ACTUAL Questions and
CORRECT ANSWERS
1. 21) Which value chain activity ensures people under- B. Plan
stand the organization's vision?
A. Improve
B. Plan
C. Deliver and support
D. Obtain/build
2. 22) Which statement about the value chain activities is D. Each value chain activ-
CORRECT? ity contributes to the val-
ue chain by transforming
A. Every practice belongs to a specific value chain ac- specific inputs into outputs
tivity
B. A specific combination of value chain activities and
practices forms a service relationship
C. Service value chain activities form a single workflow
that enables value creation
D. Each value chain activity contributes to the value
chain by transforming specific inputs into outputs
3. 23) What is the purpose of the 'supplier management' A. To ensure that the or-
practice? ganization's suppliers and
their performance are
A. To ensure that the organization's suppliers and their managed appropriately
performance are managed appropriately to support to support the seamless
the seamless provision of quality products and ser- provision of quality prod-
vices ucts and services
B. To align the organization's practices and services
with changing business needs through the ongoing
identification and improvement of services
C. To ensure that the organization's suppliers and their
performance are managed appropriately at strategic
, ITIL 4 Coursera Exam UPDATED ACTUAL Questions and
CORRECT ANSWERS
and tactical levels through coordinated marketing,
selling, and delivery activities
D. To ensure that accurate and reliable information
about the configuration of suppliers' services is avail-
able when and where it is needed
4. 24) What are the two types of cost that a service con- B. The costs removed by
sumer should evaluate? the service, and the costs
imposed by the service
A. The price of the service, and the cost of creating the
service
B. The costs removed by the service, and the costs
imposed by the service
C. The cost of provisioning the service, and the cost of
improving the service
D. The cost of software, and the cost of hardware
5. 25) Which is a purpose of the 'service desk' practice? C. To capture demand
for incident resolution and
A. To reduce the likelihood and impact of incidents by service requests
identifying actual and potential causes of incidents
B. To maximize the number of successful IT changes by
ensuring risks are properly assessed
C. To capture demand for incident resolution and ser-
vice requests
D. To set clear business-based targets for service per-
formance
6. 26) How should an organization adopt continual im- B. Select a few key meth-
provement methods? ods for the types of im-
provement that the orga-
A. Use a new method for each improvement the orga- nization handles
nization handles
CORRECT ANSWERS
1. 21) Which value chain activity ensures people under- B. Plan
stand the organization's vision?
A. Improve
B. Plan
C. Deliver and support
D. Obtain/build
2. 22) Which statement about the value chain activities is D. Each value chain activ-
CORRECT? ity contributes to the val-
ue chain by transforming
A. Every practice belongs to a specific value chain ac- specific inputs into outputs
tivity
B. A specific combination of value chain activities and
practices forms a service relationship
C. Service value chain activities form a single workflow
that enables value creation
D. Each value chain activity contributes to the value
chain by transforming specific inputs into outputs
3. 23) What is the purpose of the 'supplier management' A. To ensure that the or-
practice? ganization's suppliers and
their performance are
A. To ensure that the organization's suppliers and their managed appropriately
performance are managed appropriately to support to support the seamless
the seamless provision of quality products and ser- provision of quality prod-
vices ucts and services
B. To align the organization's practices and services
with changing business needs through the ongoing
identification and improvement of services
C. To ensure that the organization's suppliers and their
performance are managed appropriately at strategic
, ITIL 4 Coursera Exam UPDATED ACTUAL Questions and
CORRECT ANSWERS
and tactical levels through coordinated marketing,
selling, and delivery activities
D. To ensure that accurate and reliable information
about the configuration of suppliers' services is avail-
able when and where it is needed
4. 24) What are the two types of cost that a service con- B. The costs removed by
sumer should evaluate? the service, and the costs
imposed by the service
A. The price of the service, and the cost of creating the
service
B. The costs removed by the service, and the costs
imposed by the service
C. The cost of provisioning the service, and the cost of
improving the service
D. The cost of software, and the cost of hardware
5. 25) Which is a purpose of the 'service desk' practice? C. To capture demand
for incident resolution and
A. To reduce the likelihood and impact of incidents by service requests
identifying actual and potential causes of incidents
B. To maximize the number of successful IT changes by
ensuring risks are properly assessed
C. To capture demand for incident resolution and ser-
vice requests
D. To set clear business-based targets for service per-
formance
6. 26) How should an organization adopt continual im- B. Select a few key meth-
provement methods? ods for the types of im-
provement that the orga-
A. Use a new method for each improvement the orga- nization handles
nization handles
