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 Normal Standard Routine 2. 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 3. Which practice is the responsibility of everyone in the organization? Service level management Continual improvement Problem management Change control 4. Which incidents should be logged? Only incidents that are not solved using self-help tools Every incident should be logged Any incident that occurs more than once Only an incident that cannot be immediately resolved 5. 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 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 6. Which is a purpose of the ‘service desk’ practice? 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 To set clear business-based targets for service performance To capture demand for incident resolution and service requests 7. Which value chain activity includes portfolio decisions for design and transition? Deliver and support Engage Plan Improve 8. Which practice provides a single point of contact for users? Service request management Change control Incident management Service desk 9. Which describes outcomes? Tangible or intangible deliverables Results desired by a stakeholder Functionality offered by a product or service Configuration of an organization’s resources 10. Which term describes the functionality offered by a service? Cost Warranty Utility Risk Loading … Question 1 of 10
