ITIL Practice Exam: Chapters 1-4
UPDATED Study Guide QUESTIONS
AND CORRECT ANSWERS
Which Guiding Principle considers the following aspects: understand who is a
service consumer, know their perspectives about value, and improve the
customer experience? - CORRECT ANSWERS Focus on Value
Which Guiding Principle suggests collecting data from the source to avoid
assumptions; making decisions based on accurate information and measuring
the importance of the data? - CORRECT ANSWERS Start Where You
Are
A continuous cycle of monitoring, getting comments and improving in order to
make effective decisions is an example of which Guiding Principle? -
CORRECT ANSWERS Progress Iteratively with Feedback
Which Guiding Principle discourages people from working in isolation? -
CORRECT ANSWERS Collaborate and Promote Visibility
Which Guiding Principle encourages working together on initiatives in a
collaborative way to provide more relevance and better understanding and to
build trust? - CORRECT ANSWERS Collaborate and Promote Visibility
________________ is the role that approves budget and provides resources. -
CORRECT ANSWERS The sponsor
______________ focuses on eliminating process(es), service(s), action(s),
and/or metric(s) that do not contribute to adding any value. - CORRECT
ANSWERS Outcome-based thinking
, Which statement is NOT true about Warranty? - CORRECT ANSWERS
Warranty is "fit for purpose"
For which Guiding Principle are the following statements true? - CORRECT
ANSWERS Collaborate and Promote Visibility
_____________is defined as what the organization produces,
and_____________is the level of performance or achievement that occurred
because of the activity provided. - CORRECT ANSWERS
Output/outcome
Which one of the Four Dimensions addresses roles and responsibilities,
organizational culture, staffing and
competence? - CORRECT ANSWERS Organization and People
Which one of the Four Dimensions considers the information and data created,
managed, and used for the provisioning of services? - CORRECT ANSWERS
Information and Technology
Which one of the Four Dimensions addresses how different levels of
organizations may involve different levels of integration and formality, ranging
from formal contracts with clear separation of responsibilities to
flexible arrangements with groups who share common goals and risks? -
CORRECT ANSWERS Partners and suppliers
______________ includes the organization's vision, values, norms, systems,
beliefs and habits. Fill in the blank. - CORRECT ANSWERS Culture
The purpose of this Value Chain Activity is to ensure products and services
continually meet stakeholders' expectations for quality, costs and time to
market.
UPDATED Study Guide QUESTIONS
AND CORRECT ANSWERS
Which Guiding Principle considers the following aspects: understand who is a
service consumer, know their perspectives about value, and improve the
customer experience? - CORRECT ANSWERS Focus on Value
Which Guiding Principle suggests collecting data from the source to avoid
assumptions; making decisions based on accurate information and measuring
the importance of the data? - CORRECT ANSWERS Start Where You
Are
A continuous cycle of monitoring, getting comments and improving in order to
make effective decisions is an example of which Guiding Principle? -
CORRECT ANSWERS Progress Iteratively with Feedback
Which Guiding Principle discourages people from working in isolation? -
CORRECT ANSWERS Collaborate and Promote Visibility
Which Guiding Principle encourages working together on initiatives in a
collaborative way to provide more relevance and better understanding and to
build trust? - CORRECT ANSWERS Collaborate and Promote Visibility
________________ is the role that approves budget and provides resources. -
CORRECT ANSWERS The sponsor
______________ focuses on eliminating process(es), service(s), action(s),
and/or metric(s) that do not contribute to adding any value. - CORRECT
ANSWERS Outcome-based thinking
, Which statement is NOT true about Warranty? - CORRECT ANSWERS
Warranty is "fit for purpose"
For which Guiding Principle are the following statements true? - CORRECT
ANSWERS Collaborate and Promote Visibility
_____________is defined as what the organization produces,
and_____________is the level of performance or achievement that occurred
because of the activity provided. - CORRECT ANSWERS
Output/outcome
Which one of the Four Dimensions addresses roles and responsibilities,
organizational culture, staffing and
competence? - CORRECT ANSWERS Organization and People
Which one of the Four Dimensions considers the information and data created,
managed, and used for the provisioning of services? - CORRECT ANSWERS
Information and Technology
Which one of the Four Dimensions addresses how different levels of
organizations may involve different levels of integration and formality, ranging
from formal contracts with clear separation of responsibilities to
flexible arrangements with groups who share common goals and risks? -
CORRECT ANSWERS Partners and suppliers
______________ includes the organization's vision, values, norms, systems,
beliefs and habits. Fill in the blank. - CORRECT ANSWERS Culture
The purpose of this Value Chain Activity is to ensure products and services
continually meet stakeholders' expectations for quality, costs and time to
market.
