ITIL4 Pre-Test

Which practice is responsible for moving components to live environments?

• Change Control

• Release Management

• IT Asset Management

• Deployment Management

Which practice includes the classification and ownership of queries and requests from users?

• Service Desk

• Incident Management

• Change Control

• Service Level Management

Which practice identifies metrics that reflect the customer’s experience of a service?

• Continual Improvement

• Service Desk

• Service Level Management

• Problem Management

What is the PRIMARY use of a change schedule?

• To support 'incident management' and improvement planning

• To manage emergency changes

• To plan changes and help avoid conflicts

• To manage standard changes

Which service management dimension is focused on activities and how these are coordinated?

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

Which practice provides a single point of contact for users?

• Incident management

• Change control

• Service desk

• Service request management

Which practice is the responsibility of everyone in the organization?

• Service level management

• Change control

• Problem management

• Continual improvement

Which guiding principle recommends collecting data before deciding what can be re-used?

• Focus on value

• Start where you are

• Keep it simple and practical

• Progress iteratively with feedback

Which practice has the purpose of making new and changed services and features available for use?

• Change control

• Service request management

• Release management

• Deployment management

Which ITIL concept describes governance?

• The seven guiding principles

• The four dimensions of service management

• The service value chain

• The service value system