ITIL V4 Online Test Home > Courses Questions on ITIL V4 1. 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 2. Which describes outcomes? Configuration of an organization’s resources Results desired by a stakeholder Tangible or intangible deliverables Functionality offered by a product or service 3. 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? Standard Emergency Normal Routine 4. What is the definition of warranty? 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 functionality offered by a product or service to meet a particular need The assurance that a product or service will meet agreed requirements 5. Which value chain activity includes portfolio decisions for design and transition? Engage Plan Deliver and support Improve 6. Which practice provides a single point of contact for users? Service desk Change control Service request management Incident management 7. 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 set clear business-based targets for service performance To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents 8. Which of the following statements is the correct definition of a service? A set of specialized organizational capabilities for providing value to customers 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 The way by which an organization is directed and controlled A system for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress 9. Which term describes the functionality offered by a service? Risk Utility Warranty Cost 10. Which practice is the responsibility of everyone in the organization? Continual improvement Service level management Problem management Change control Loading … Question 1 of 10
