ITIL 004

Which usually requires a team of representatives from many stakeholder groups?

• A.  Fulfilling a service request
• B.  Authorizing an emergency change
• C.  Logging a new problem
• D.  Investigating a major incident

Which value chain activity ensures that service components meet agreed specifications?

• A.  Plan
• B.  Design and transition
• C.  Obtain/build
• D.  Deliver and support

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

• A.  Supplier management
• B.  Change enablement
• C.  Relationship management
• D.  Service desk

What includes governance as a component?

• A.  Practices
• B.  The service value chain
• C.  The service value system
• D.  The guiding principles

Which practice needs people who understand complex systems and have creative and analytical skills?

• A.  Change enablement
• B.  Service level management
• C.  Service request management
• D.  Problem management

What is the definition of a known error?

• A.  An unplanned interruption to a service, or reduction in the quality of a service
• B.  A cause, or potential cause, of one or more incidents
• C.  A problem that has been analyzed and has not been resolved
• D.  Any change of state that has significance for the management of a service or other configuration item (CI)

Which will NOT be handled as a service request?

• A.  The degradation of a service
• B.  The replacement of a toner cartridge
• C.  The provision of a laptop
• D.  A complaint about a support team

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

• A.  Incidents
• B.  Problems
• C.  Events
• D.  Requests

Which dimension considers data security and privacy?

• A.  Organizations and people
• B.  Information and technology
• C.  Partners and suppliers
• D.  Value streams and processes

Which term relates to service levels aligned with the needs of service consumers?

• A.  Service management
• B.  Warranty
• C.  Cost
• D.  Utility