ITIL at WCUSD

What is positive risk also known as?

• Opportunity

• Change

• Demand

• Chance

Which of the following is not one of the four dimensions of service

management?

• Partners and Suppliers

• Information and Technology

• Organizations and People

• Value Streams and Practices

Answer explanation

Value streams and practices. This should be value streams and processes, not practices.

In the context of ITIL 4, what does the 'Four Dimensions' model include?

• Processes, Products, Partners, and People

• Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes

• Services, Systems, Softwares, and Solutions

• Customers, Contracts, Competitors, and Capabilities

Which ITIL 4 practice focuses on reducing the likelihood of incidents through the identification and management of risks?

• Change Control

• Incident Management

• Problem Management

• Service Level Management

What is the primary purpose of the 'Service Request Management' practice in ITIL 4?

• To ensure service failures are quickly restored

• To support the agreed quality of a service

• To handle pre-defined, user-initiated demands

• To manage changes to products or services

In ITIL 4, which practice includes the assessment and improvement of technological capabilities?

• Continual Improvement

• Information Security Management

• IT Asset Management

• Technology Management

What is the main objective of the 'Incident Management' practice in ITIL 4?

• To manage the lifecycle of all incidents

• To ensure that normal service operation is restored as quickly as possible

• To minimize the negative impact of incidents by restoring normal service operation

• To identify, assess, and control incidents

What is the main purpose of the 'Problem Management' practice in ITIL 4?

• To quickly restore service after an incident

• To manage changes in services or products

• To prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented

• To handle user-initiated demands and service requests

In ITIL 4, which dimension focuses on roles, competencies, and organizational structures?

• Information and Technology

• Organizations and People

• Partners and Suppliers

• Value Streams and Processes

What is a service desk?

• The tools required to execute maintenance on a system.

• The main contact point to get IT support.

• A hardware part of a system’s infrastructure.

• The unit that is solely responsible for system maintenance.