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ITIL Practice Questions

ITIL Foundation (V4)

Last Update 5 days ago
Total Questions : 503

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Question # 11

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

Options:

A.  

Change enablement

B.  

Service level management

C.  

Service request management

D.  

Problem management

Discussion 0
Question # 12

Which practice provides users with a way to get various requests arranged, explained and coordinated?

Options:

A.  

Service level management

B.  

Relationship management

C.  

Continual improvement

D.  

Service desk

Discussion 0
Question # 13

Which statement about the ‘four Ps’ of service design is CORRECT?

Options:

A.  

Processes refers to skill and training

B.  

Partners refers to suppliers and vendors

C.  

People refers to technology and tools

D.  

Products refers to producers and metrics

Discussion 0
Question # 14

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Options:

A.  

Relationship management

B.  

IT asset management

C.  

Release management

D.  

Service desk

Discussion 0
Question # 15

Which practice identifies metrics that reflect the customer's experience of a service?

Options:

A.  

Continual improvement

B.  

Service desk

C.  

Service level management

D.  

Problem management

Discussion 0
Question # 16

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Options:

A.  

Service desk

B.  

Service request management

C.  

Service level management

D.  

Service configuration management

Discussion 0
Question # 17

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

Options:

A.  

'focus on value' guiding principle

B.  

service value system

C.  

'service request management' practice

D.  

four dimensions of service management

Discussion 0
Question # 18

Which role approves the cost of services?

Options:

A.  

User

B.  

Change authority

C.  

Sponsor

D.  

Customer

Discussion 0
Question # 19

Identify the missing work in the following sentence.

An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

Options:

A.  

Consider

B.  

Discard

C.  

Re-use

D.  

Improve

Discussion 0
Question # 20

Which statement about emergency changes is CORRECT?

Options:

A.  

Emergency changes are low risk and well understood

B.  

Authorization of emergency changes may be deferred until after implementation

C.  

It is necessary to complete all documentation before an emergency charge is implemented

D.  

Emergency changes are not usually recorded in the change schedule

Discussion 0
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