ITIL 4 Exam Questions With 100%
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2) Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk - CORRECT ANSWER-A. Incorrect. Cost is "The amount of money
spent on a specific activity or resource." Ref 2.5.2
B. Correct. Utility is "The functionality offered by a product or service."
Ref 2.5.4
C. Incorrect. Warranty is "Assurance that a product or service will meet
agreed requirements". Ref 2.5.4
D. Incorrect. A risk is "A possible event that could cause harm or loss, or
make it more difficult to achieve objectives". Ref 2.5.3
5) How do all value chain activities transform inputs to outputs?
A. By determining service demand
,B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation - CORRECT ANSWER-A.
Incorrect. Demand is the input to the service value chain. Value chain
activities "represent the steps an organization takes in the creation of
value. Each activity contributes to the value chain by transforming
specific inputs into outputs." Ref 4.5
B. Correct. "To convert inputs into outputs, the value chain activities use
different combinations of ITIL practices." Ref 4.5
C. Incorrect. It uses various resources from different practices when
needed. "To convert inputs into outputs, the value chain activities use
different combinations of ITIL practices (sets of resources for
performing certain types of work), drawing on internal or third-party
resources, processes, skills, and competencies as required. Ref 4.5
D. Incorrect. The 'optimize and automate' guiding principle
recommends that activities should be automated where this is practical
but the service value chain does not require automation. "Technology
should not always be relied upon without the capability of human
intervention, as automation for automation's sake can increase costs
and reduce organizational robustness and resilience." Ref 4.3.7
7) What is the starting point for optimization?
A. Securing stakeholder engagement
,B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services - CORRECT ANSWER-A.
Incorrect. This is step 4 of the principle 'optimize and automate':
"Ensure the optimization has the appropriate level of stakeholder
engagement and commitment." Ref 4.3.7.1
B. Correct. The first step of the principle 'optimize and automate' is:
"Understand and agree the context in which the proposed optimization
exists. This includes agreeing the overall vision and objectives of the
organization." Ref 4.3.7.1
C. Incorrect. This is step 2 of the principle 'optimize and automate':
"Assess the current state of the proposed optimization. This will help to
understand where it can be improved and which improvement
opportunities are likely to produce the biggest positive impact." Ref
4.3.7.1 D. Incorrect. This is step 3 of the principle 'optimize and
automate': "Agree what the future state and priorities of the
organization should be, focusing on simplification and value. This
typically also includes standardization of practices and services, which
will make it easier to automate or optimize further at a later point." Ref
4.3.7.1
8) Identify the missing words in the following sentence.
, The purpose of the [?] is to ensure that the organization continually co-
creates value with all stakeholders in line with the organization's
objectives.
A. 'focus on value' guiding principle
B. four dimensions of service management
C. service value system
D. 'service request management' practice - CORRECT ANSWER-A.
Incorrect. The 'focus on value' guiding principle guides an organization
to consider the needs of the service consumer. It cannot ensure that the
organization continually co-creates value with all stakeholders. Ref 4.3.1
B. Incorrect. The four dimensions "represent perspectives which are
relevant to the whole SVS, including the entirety of the service value
chain and all ITIL practices." They do not ensure that the organization
continually co-creates value with all stakeholders. Ref 3 C. Correct. "The
purpose of the SVS is to ensure that the organization continually co-
creates value with all stakeholders through the use and management of
products and services." Ref 4.1
D. Incorrect. The purpose of the 'service request management' practice
is to "support the agreed quality of a service by handling all pre-
defined, user-initiated service requests in an effective and user-friendly
manner." It doesn't ensure that the organization continually co-creates
value with all stakeholders. Ref 5.2.16
Complete Solutions| Latest Update
2) Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk - CORRECT ANSWER-A. Incorrect. Cost is "The amount of money
spent on a specific activity or resource." Ref 2.5.2
B. Correct. Utility is "The functionality offered by a product or service."
Ref 2.5.4
C. Incorrect. Warranty is "Assurance that a product or service will meet
agreed requirements". Ref 2.5.4
D. Incorrect. A risk is "A possible event that could cause harm or loss, or
make it more difficult to achieve objectives". Ref 2.5.3
5) How do all value chain activities transform inputs to outputs?
A. By determining service demand
,B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation - CORRECT ANSWER-A.
Incorrect. Demand is the input to the service value chain. Value chain
activities "represent the steps an organization takes in the creation of
value. Each activity contributes to the value chain by transforming
specific inputs into outputs." Ref 4.5
B. Correct. "To convert inputs into outputs, the value chain activities use
different combinations of ITIL practices." Ref 4.5
C. Incorrect. It uses various resources from different practices when
needed. "To convert inputs into outputs, the value chain activities use
different combinations of ITIL practices (sets of resources for
performing certain types of work), drawing on internal or third-party
resources, processes, skills, and competencies as required. Ref 4.5
D. Incorrect. The 'optimize and automate' guiding principle
recommends that activities should be automated where this is practical
but the service value chain does not require automation. "Technology
should not always be relied upon without the capability of human
intervention, as automation for automation's sake can increase costs
and reduce organizational robustness and resilience." Ref 4.3.7
7) What is the starting point for optimization?
A. Securing stakeholder engagement
,B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services - CORRECT ANSWER-A.
Incorrect. This is step 4 of the principle 'optimize and automate':
"Ensure the optimization has the appropriate level of stakeholder
engagement and commitment." Ref 4.3.7.1
B. Correct. The first step of the principle 'optimize and automate' is:
"Understand and agree the context in which the proposed optimization
exists. This includes agreeing the overall vision and objectives of the
organization." Ref 4.3.7.1
C. Incorrect. This is step 2 of the principle 'optimize and automate':
"Assess the current state of the proposed optimization. This will help to
understand where it can be improved and which improvement
opportunities are likely to produce the biggest positive impact." Ref
4.3.7.1 D. Incorrect. This is step 3 of the principle 'optimize and
automate': "Agree what the future state and priorities of the
organization should be, focusing on simplification and value. This
typically also includes standardization of practices and services, which
will make it easier to automate or optimize further at a later point." Ref
4.3.7.1
8) Identify the missing words in the following sentence.
, The purpose of the [?] is to ensure that the organization continually co-
creates value with all stakeholders in line with the organization's
objectives.
A. 'focus on value' guiding principle
B. four dimensions of service management
C. service value system
D. 'service request management' practice - CORRECT ANSWER-A.
Incorrect. The 'focus on value' guiding principle guides an organization
to consider the needs of the service consumer. It cannot ensure that the
organization continually co-creates value with all stakeholders. Ref 4.3.1
B. Incorrect. The four dimensions "represent perspectives which are
relevant to the whole SVS, including the entirety of the service value
chain and all ITIL practices." They do not ensure that the organization
continually co-creates value with all stakeholders. Ref 3 C. Correct. "The
purpose of the SVS is to ensure that the organization continually co-
creates value with all stakeholders through the use and management of
products and services." Ref 4.1
D. Incorrect. The purpose of the 'service request management' practice
is to "support the agreed quality of a service by handling all pre-
defined, user-initiated service requests in an effective and user-friendly
manner." It doesn't ensure that the organization continually co-creates
value with all stakeholders. Ref 5.2.16
