ITIL 4

What is warranty?

• Assurance that a product or service will meet agreed requirements

• The amount of money spent on a specific or resource

• The functionality offered by a product or service to meet a particular need

• The perceived benefits, usefulness and importance of something

How are target resolution times used in the 'incident management' practice?

• They are agreed, documented, and communicated to help set user expectations

• They are established, reviewed, and reported to ensure that customers are happy with the service

• They are initiated, approved, and managed to ensure that predictable responses are achieved

• They are scheduled, assessed and authorized to reduce the risk of service failures

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

• Service offering

• Service provision

• Service management

• Service consumption

Which gives a user access to a system?

• Service requirement

• Service agreement

• Service consumption

• Service provision

What describes how components and activities work together to facilitate value creation?

• The ITIL service value system

• The ITIL guiding principles

• The four dimensions of service management

• A service relationship

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

• It should always be used to support direct observation

• It should always be used instead of direct observation

• Measured data is always more accurate than direct observation

• The act of measuring always positively impacts results

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

Answer explanation

Which is a purpose of the 'service desk' practice?

• To reduce the likelihood and impact of incident by identifying actual and potential causes of incidents

• To maximize the number of successful IT changes by ensuring risks are properly assessed

• To capture demand for incident resolution and service request

• To set clear business-based targets for service performance

Answer explanation

What should be done first when applying the 'focus on value' guiding principle?

• Determine the cost of providing the service

• Identify all suppliers and partners involved in the service

• Determine who the service consumer is in each situation

• Identify the outcomes that the service facilitates

Answer explanation

Which describes the 'think and work holistically' guiding principle?

• Conducting a review of existing service management practices and decide what to keep and what to discard

• Reviewing service management practices and removing any unnecessary complexity

• Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

• Reviewing how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner