ITIL V4 - QUIZ 5

ITIL V4 - QUIZ 5

KG - Professional Development

62 Qs

quiz-placeholder

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ITIL V4 - QUIZ 5

ITIL V4 - QUIZ 5

Assessment

Quiz

Computers

KG - Professional Development

Practice Problem

Medium

Created by

Trent Trent

Used 20+ times

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62 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which should be handled by service request management ?

A request to implement a security patch
A request to provide a laptop
A request to resolve an error in a service
A request to change a target in a service level agreement

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What can help to reduce resistance to a planned improvement when applying the guiding principle collaborate and promote visibility ?

Restricting information about the improvement to essential stakeholders only.
Increasing collaboration and visibility for the improvement.
Involving customers after all planning has been complete
Engaging every stakeholder group in the same way, with the same communication.

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What can be described as an operating model for the creating and management of products and services?

Governance
Service value chain
Guiding principles
Practices

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is a definition of a problem?

An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of one or more incidents
An incident for which a full resolution is not yet available
Any change of state that has significance for the management of a configuration item (CI)

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which action is performed by a service provider?

Requesting required service actions
Authorizing budget for service consumption
Ensuring access to agreed resources
Receiving of the agreed goods

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which statement about continual improvement is CORRECT?

All improvement ideas should be logged in a single continual improvement register
A single team should carry out continual improvement across the organization
Continual improvement should have minimal interaction with other practices
Everyone in the organization is responsible for some aspects of continual improvement

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which step of the continual improvement model includes baseline assessments?

Did we get there?
Where are we now?
What is the vision?
Where do we want to be?

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