ITIL V4 Online Test Home > Courses Questions on ITIL V4 1. Which incidents should be logged? Any incident that occurs more than once Only an incident that cannot be immediately resolved Only incidents that are not solved using self-help tools Every incident should be logged 2. 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 3. Which practice is the responsibility of everyone in the organization? Problem management Service level management Change control Continual improvement 4. Which of the following statements is the correct definition of a service? The way by which an organization is directed and controlled 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 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 5. Which practice provides a single point of contact for users? Service request management Service desk Change control Incident management 6. What is the definition of warranty? The functionality offered by a product or service to meet a particular need A tangible or intangible deliverable that is produced by carrying out an activity 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 7. Which value chain activity includes portfolio decisions for design and transition? Plan Deliver and support Improve Engage 8. Which term describes the functionality offered by a service? Utility Risk Cost Warranty 9. 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? Normal Emergency Routine Standard 10. Which is a purpose of the ‘service desk’ practice? To set clear business-based targets for service performance 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 maximize the number of successful IT changes by ensuring risks are properly assessed Loading … Question 1 of 10
