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