ITIL FOUNDATION 4 - PRACTICE EXAM
What is the effect of increased automation on the 'service desk' practice? - Answers
:Greater ability to focus on customer experience when personal contact is needed
Which term describes the functionality offered by a service? - Answers :Utility
Which is the purpose of the 'monitoring and event management' practice? - 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? - Answers :Accurate
and carefully analysed data
How do all value chain activities transform inputs to outputs? - Answers :By using a
combination of practices
Which joint activity performed by a service provider and service consumer ensures
continual value co-creation? - Answers :Service relationship management
Which practice may involve the initiation of disaster recovery? - Answers :Incident
management
What type of change is MOST likely to be managed by the 'service request
management' practice? - Answers :A standard change
Which guiding principle emphasizes the need to understand the flow of work in
progress, identify bottlenecks, and uncover waste? - Answers :Collaborate and promote
visibility
What is a means of enabling value co-creation by facilitating outcomes that customers
want to achieve? - Answers :A service
Which statement about change authorization is CORRECT? - Answers :A change
authority should be assigned to each type of change and change model
Which dimension of service management considers governance, management, and
communication? - Answers :Organizations and people
A known error is a problem that has been __________ and has not been resolved. -
Answers :analysed
How does customer engagement contribute to the 'service level management' practice?
- Answers :It captures information that metrics can be based on & supports progress
discussions
What is the effect of increased automation on the 'service desk' practice? - Answers
:Greater ability to focus on customer experience when personal contact is needed
Which term describes the functionality offered by a service? - Answers :Utility
Which is the purpose of the 'monitoring and event management' practice? - 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? - Answers :Accurate
and carefully analysed data
How do all value chain activities transform inputs to outputs? - Answers :By using a
combination of practices
Which joint activity performed by a service provider and service consumer ensures
continual value co-creation? - Answers :Service relationship management
Which practice may involve the initiation of disaster recovery? - Answers :Incident
management
What type of change is MOST likely to be managed by the 'service request
management' practice? - Answers :A standard change
Which guiding principle emphasizes the need to understand the flow of work in
progress, identify bottlenecks, and uncover waste? - Answers :Collaborate and promote
visibility
What is a means of enabling value co-creation by facilitating outcomes that customers
want to achieve? - Answers :A service
Which statement about change authorization is CORRECT? - Answers :A change
authority should be assigned to each type of change and change model
Which dimension of service management considers governance, management, and
communication? - Answers :Organizations and people
A known error is a problem that has been __________ and has not been resolved. -
Answers :analysed
How does customer engagement contribute to the 'service level management' practice?
- Answers :It captures information that metrics can be based on & supports progress
discussions
