WGU D336 ITIL 4 QUESTIONS &
ANSWERS SOLVED 100% CORRECT!!
1 of 86
Term
Which ITIL concept describes continual improvement?
Give this one a try later!
Focus on value Service value system
Service consumption Service request management
, Don't know?
2 of 86
Term
What is a service level agreement used for?
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To measure the performance
To establish the pricing model for
of services from a
services regardless of performance
customer's point of view
To outline the technical To define the internal processes of
specifications of services without service delivery without customer
customer input feedback
Don't know?
3 of 86
Term
What is the definition of an IT asset?
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, A document outlining the terms of A strategy for reducing it
service agreements operational costs
A process for evaluating Any valuable component that
employee performance can contribute to delivery of
an IT product or service
Don't know?
4 of 86
Term
You are attempting to print a document from your workstation to
the network printer in your office. The print job failed when you
attempted to print, so you called the service desk for assistance.
What term best describes your issue?
Give this one a try later!
Problem Known Error
Incident Emergency
Don't know?
5 of 86
, Term
What is defined as the addition, modification, or removal of anything
that could have a direct or indirect effect on services?
Give this one a try later!
Known Error Problem
Incident Emergency
Don't know?
6 of 86
Term
Dion Training Solutions has created an automated system that allows
students to purchase their ITIL 4 Foundation exam vouchers at a
discount through the Dion Training website. To accomplish this, the
company sets up a 9-step automated series of activities that occurs
once the student orders the voucher on the website. When this
occurs, the automation selects a voucher for the student, emails them
their unique voucher code and exam scheduling instructions, logs
the purchase, remove the voucher from the inventory, and notifies
the staff if the voucher inventory gets below a certain
threshold. Which dimension of service management best represents
this series of actions that is occurring through automation?
Give this one a try later!
ANSWERS SOLVED 100% CORRECT!!
1 of 86
Term
Which ITIL concept describes continual improvement?
Give this one a try later!
Focus on value Service value system
Service consumption Service request management
, Don't know?
2 of 86
Term
What is a service level agreement used for?
Give this one a try later!
To measure the performance
To establish the pricing model for
of services from a
services regardless of performance
customer's point of view
To outline the technical To define the internal processes of
specifications of services without service delivery without customer
customer input feedback
Don't know?
3 of 86
Term
What is the definition of an IT asset?
Give this one a try later!
, A document outlining the terms of A strategy for reducing it
service agreements operational costs
A process for evaluating Any valuable component that
employee performance can contribute to delivery of
an IT product or service
Don't know?
4 of 86
Term
You are attempting to print a document from your workstation to
the network printer in your office. The print job failed when you
attempted to print, so you called the service desk for assistance.
What term best describes your issue?
Give this one a try later!
Problem Known Error
Incident Emergency
Don't know?
5 of 86
, Term
What is defined as the addition, modification, or removal of anything
that could have a direct or indirect effect on services?
Give this one a try later!
Known Error Problem
Incident Emergency
Don't know?
6 of 86
Term
Dion Training Solutions has created an automated system that allows
students to purchase their ITIL 4 Foundation exam vouchers at a
discount through the Dion Training website. To accomplish this, the
company sets up a 9-step automated series of activities that occurs
once the student orders the voucher on the website. When this
occurs, the automation selects a voucher for the student, emails them
their unique voucher code and exam scheduling instructions, logs
the purchase, remove the voucher from the inventory, and notifies
the staff if the voucher inventory gets below a certain
threshold. Which dimension of service management best represents
this series of actions that is occurring through automation?
Give this one a try later!
