ITIL V4 Online Test Home > Courses Questions on ITIL V4 1. Which value chain activity includes portfolio decisions for design and transition? Improve Deliver and support Plan Engage 2. Which term describes the functionality offered by a service? Risk Warranty Utility Cost 3. Which practice provides a single point of contact for users? Incident management Change control Service request management Service desk 4. Which describes outcomes? Tangible or intangible deliverables Functionality offered by a product or service Configuration of an organization’s resources Results desired by a stakeholder 5. What is the definition of warranty? A tangible or intangible deliverable that is produced by carrying out an activity The functionality offered by a product or service to meet a particular need A possible event that could cause harm or loss, or make it more difficult to achieve objectives The assurance that a product or service will meet agreed requirements 6. Which of the following statements is the correct definition of a service? A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to handle specific costs and risks A system for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress The way by which an organization is directed and controlled A set of specialized organizational capabilities for providing value to customers 7. Bond bank’s external router has recently malfunctioned and needs replacement. This means that bank’s Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated? Routine Standard Emergency Normal 8. Which is a purpose of the ‘service desk’ practice? To maximize the number of successful IT changes by ensuring risks are properly assessed To capture demand for incident resolution and service requests To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents To set clear business-based targets for service performance 9. Which incidents should be logged? Any incident that occurs more than once Only incidents that are not solved using self-help tools Every incident should be logged Only an incident that cannot be immediately resolved 10. Which practice is the responsibility of everyone in the organization? Continual improvement Problem management Service level management Change control Loading … Question 1 of 10
