ITIL4 Test 3

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

Which directly assists with the diagnosis and resolution of simple incidents?

• • A. Scripts for collecting user information

• • B. Use of shift working patterns

• • C. Fulfilment of service requests

• • D. Creation of a temporary team

What are guiding principles?

• • A. A set of interconnected activities that help an organization deliver a valuable service

• • B. A description of one or more services that help address the needs of a target consumer group

• • C. A set of specialized organizational capabilities for enabling value for customers

• • D. Recommendations that help an organization when adopting a service management approach

What is the purpose of the 'problem management' practice?

• • A. To protect the information needed by the organization to conduct its business

• • B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

• • C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

• • D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Which practice forms a link between the service provider and the users of services?

• • A. Change enablement

• • B. Service level management

• • C. Problem management

• • D. Service desk

Which is a purpose of release management?

• • A. To protect the organization's information

• • B. To handle user-initiated service requests

• • C. To make new and changed services available for use

• • D. To move hardware and software to live environments

What is recommended by the guiding principle 'progress iteratively with feedback'?

• • A. A current state assessment that is carried out at the start of an improvement initiative

• • B. The identification of all interested parts at the start of an improvement initiative

• • C. An improvement initiative that is broken into a number of manageable sections

• • D. An assessment of how all the parts of an organization will affect an improvement initiative

Which guiding principle considers customer and user experience?

• • A. Collaborate and promote visibility

• • B. Focus on value

• • C. Start where you are

• • D. Keep it simple and practical

Which statement about problems is CORRECT?

• • A. Problems are not related to incidents

• • B. Problems must be resolved quickly in order to restore normal business activity

• • C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis

• • D. Problem prioritization involves risk assessment