ITIL V4 Online Test Home > Courses Questions on ITIL V4 1. 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? Emergency Routine Normal Standard 2. Which practice is the responsibility of everyone in the organization? Continual improvement Problem management Change control Service level management 3. What is the definition of warranty? The assurance that a product or service will meet agreed requirements 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 4. Which is a purpose of the ‘service desk’ practice? To capture demand for incident resolution and service requests To set clear business-based targets for service performance To maximize the number of successful IT changes by ensuring risks are properly assessed To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents 5. Which of the following statements is the correct definition of a service? The way by which an organization is directed and controlled 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 set of specialized organizational capabilities for providing value to customers A system for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress 6. Which incidents should be logged? Only incidents that are not solved using self-help tools Only an incident that cannot be immediately resolved Any incident that occurs more than once Every incident should be logged 7. Which describes outcomes? Tangible or intangible deliverables Configuration of an organization’s resources Functionality offered by a product or service Results desired by a stakeholder 8. Which value chain activity includes portfolio decisions for design and transition? Deliver and support Engage Plan Improve 9. Which term describes the functionality offered by a service? Warranty Cost Utility Risk 10. Which practice provides a single point of contact for users? Incident management Service request management Service desk Change control Loading … Question 1 of 10
