ITIL 4 Practice Test UPDATED Study
Guide QUESTIONS AND CORRECT
ANSWERS
Which type of stakeholder would most likely derive value through financial
benefits, dividends, and a sense of assurance and stability?
a) Shareholders
b) Service provider employees
c) Charitable organizations
d) Partners and suppliers - CORRECT ANSWERS c) Shareholders
What is a description of one or more services, designed to address the needs of a
target consumer group?
a) Service offering
b) Product
c) Service action
d) Service - CORRECT ANSWERS a) Service offering
Which statements represent an activity of service provision as opposed to
service consumption? - CORRECT ANSWERS Service performance
management and continual improvement
Management of provider resources configured to deliver the services
What term represents joint activities performed by a service provider and a
service consumer to ensure continual value co-creation based on agreed and
available service offerings?
,a) Service relationship management
b) Service consumption
c) Service actions
d) Service provisioning - CORRECT ANSWERS a) Service
Relationship Management
What term refers to the amount of money spent on a specific activity or
resource?
a) Outcomes
b) Risks
c) Costs
d) Outputs - CORRECT ANSWERS c) Costs
What term characterizes the statement: "A service may be said to provide
acceptable assurance if all defined and agreed upon conditions are met".
a) Warranty
b) Utility
c) Value
d) Purposeful - CORRECT ANSWERS a) Warranty
ITIL 4 has moved away from the term and concept of unidirectional "delivering
value" to a bidirectional value proposition. What term best describes this
change?
a) Service offerings
b) Co-creation
, c) Service consumption
d) Service actions - CORRECT ANSWERS b) Co-creation
What is a configuration of resources, created by the organization that will be
potentially valuable for their customers?
a) Packages
b) Services
c) Products
d) Portfolios - CORRECT ANSWERS c) Products
What term refers to possible events that could cause harm or loss, or make it
difficult to achieve objectives?
a) Utility
b) Risk
c) Cost
d) Warranty - CORRECT ANSWERS b) Risk
Who assumes the role of a person who authorizes the budget for service
consumption?
a) Customer
b) Sponsor
c) User
d) Stakeholder - CORRECT ANSWERS c) Sponsor
Guide QUESTIONS AND CORRECT
ANSWERS
Which type of stakeholder would most likely derive value through financial
benefits, dividends, and a sense of assurance and stability?
a) Shareholders
b) Service provider employees
c) Charitable organizations
d) Partners and suppliers - CORRECT ANSWERS c) Shareholders
What is a description of one or more services, designed to address the needs of a
target consumer group?
a) Service offering
b) Product
c) Service action
d) Service - CORRECT ANSWERS a) Service offering
Which statements represent an activity of service provision as opposed to
service consumption? - CORRECT ANSWERS Service performance
management and continual improvement
Management of provider resources configured to deliver the services
What term represents joint activities performed by a service provider and a
service consumer to ensure continual value co-creation based on agreed and
available service offerings?
,a) Service relationship management
b) Service consumption
c) Service actions
d) Service provisioning - CORRECT ANSWERS a) Service
Relationship Management
What term refers to the amount of money spent on a specific activity or
resource?
a) Outcomes
b) Risks
c) Costs
d) Outputs - CORRECT ANSWERS c) Costs
What term characterizes the statement: "A service may be said to provide
acceptable assurance if all defined and agreed upon conditions are met".
a) Warranty
b) Utility
c) Value
d) Purposeful - CORRECT ANSWERS a) Warranty
ITIL 4 has moved away from the term and concept of unidirectional "delivering
value" to a bidirectional value proposition. What term best describes this
change?
a) Service offerings
b) Co-creation
, c) Service consumption
d) Service actions - CORRECT ANSWERS b) Co-creation
What is a configuration of resources, created by the organization that will be
potentially valuable for their customers?
a) Packages
b) Services
c) Products
d) Portfolios - CORRECT ANSWERS c) Products
What term refers to possible events that could cause harm or loss, or make it
difficult to achieve objectives?
a) Utility
b) Risk
c) Cost
d) Warranty - CORRECT ANSWERS b) Risk
Who assumes the role of a person who authorizes the budget for service
consumption?
a) Customer
b) Sponsor
c) User
d) Stakeholder - CORRECT ANSWERS c) Sponsor
