ITIL 4-Practice Test 1

Which is a financially valuable component that can contribute to the delivery of a service?

• Sponsor

• IT asset

• Configuration item

• Service offering

Which of the four dimensions contributes MOST to

defining activities needed to deliver service?

• Partners and Suppliers

• Organizations and people

• Value streams and processes

• Information and technology

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate?

• Direct observation

• Minimum viable product

• Analysis paralysis

• Feedback loop

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

• Service desk

• Problem management

• Continual improvement

• Service request management

What is the definition of "service management"?

• A formal description of one or more services, designed to address the needs of a target consumer group

• A set of specialized organizational capabilities for enabling value for customers in the form of services

• A result for a stakeholder enabled by one or more outputs

• Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Which is a description of service provision?

• A formal description of one or more services, designed to address the needs of a service consumer

• Activities that an organization performs to deliver services

• A way to help create value by facilitating outcomes that service consumers need

• Cooperation between two organizations to ensure that a service delivers value

How is a continual improvement register" used?

• To record requests for provision of a resource or service

• To organize past, present, and future improvement ideas

• To authorize changes to implement improvement initiatives

• To provide a structured approach to implementing improvements

Which is an input to the service value system?

• A need from consumers for new or changed services

• Recommendations to help an organization in all aspects of its work

• A model to help meet stakeholders" expectations

• The system of directing and controlling an organization

Which organization delivers outputs or outcomes of a service?

• A service consumer delivers outputs of the service

• A service consumer delivers outcomes of the service

• A service provider delivers outcomes of the service

• A service provider delivers outputs of the service

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

• Service level management

• Supplier management

• Service request management

• Service desk