ITIL V4 Online Test Home > Courses Questions on ITIL V4 1. Which is a purpose of the ‘service desk’ practice? 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 To set clear business-based targets for service performance 2. What is the definition of warranty? 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 A tangible or intangible deliverable that is produced by carrying out an activity 3. Which practice is the responsibility of everyone in the organization? Service level management Problem management Change control Continual improvement 4. Which incidents should be logged? Every incident should be logged Any incident that occurs more than once Only incidents that are not solved using self-help tools Only an incident that cannot be immediately resolved 5. 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 Standard Routine Emergency 6. Which describes outcomes? Results desired by a stakeholder Configuration of an organization’s resources Functionality offered by a product or service Tangible or intangible deliverables 7. Which value chain activity includes portfolio decisions for design and transition? Engage Plan Improve Deliver and support 8. Which practice provides a single point of contact for users? Service desk Change control Service request management Incident management 9. Which term describes the functionality offered by a service? Utility Cost Warranty Risk 10. 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 Loading … Question 1 of 10
