ITIL 4 Test
ITIL 4 Mastery Quiz
Test your knowledge of ITIL 4 principles, practices, and concepts with this comprehensive quiz! Whether you're preparing for certification or looking to brush up on service management frameworks, this quiz is designed for you.
- 94 challenging questions
- Multiple choice format
- Instant feedback on your answers
Service management is a set of specialised organization _______ for enabling value for customers in the form of services.
Functions
Assets
Services
Capabilities
Which stakeholder authorizes budget for service consumptions?
Customer
User
Sponsor
Service Provider
In which component of a service is ownership transferred to the consumer?
Service relationship
Goods
Service Actions
Access to Resources
What is the definition of utility?
Assurance that a product or service will meet agreed requirements
The functionality offered by a product or service to meet a particular need.
The amount of money spent on a specific activity or resource.
A result for a stakeholder enabled by one or more outputs.
Which describes outputs?
A result for a stakeholder enabled by one or more outputs.
The amount of money spent on a specific activity or resources.
Tangible or intangible deliverables of an activity.
A person who authorises budget for service consumptions.
Which service management dimension focuses on the relationship with other organizations that involved in the design and development of services?
Organization and People
Information and Technology
Partners and Suppliers
Value stream and processes
Which is a key principle of the “Organization and People” dimension?
Does technology introduce new constraints?
Staffing and competencies
Demand Patterns
Values streams
Which is a component of the service value system?
Opportunities
Demand
Governance
Value
Which guiding principle recommends elimination of things with no value?
Think and work holistically.
Collaborate and promote visibility.
Start where you are.
Keep it simple and practical.
Which are elements of the principle ‘collaborate and promote visibility’?
- Involve the right people
- Minimal number of steps
- Try not to do everything at once
- Inclusion is better than exclusion
1 and 2
2 and 3
3 and 4
1 and 4
1 and 3
2 and 4
ITIL [?] are recommendations that can guide an organization in all circumstances, regardless of changes in it goals, strategies, type of work, or management structure.
Guiding principles
Value stream
Four Dimensions
Practice
What is the purpose of problem management?
Helps direct the incident to the correct support area
Reduces the likelihood and impact of incidents
Ensures services are restored as soon as possible
Determines how the service provider is perceived
What is the definition of utility?
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
All of above
None of above
Which activity captures the demand for incident resolution and service requests?
Change control
Problem management
Service desk
Service catalogue management
Which value chain activity ensures the availability of service components?
Improve
Engage
Obtain/build
Deliver and support
Which of the following is an example of incident?
A user wants to reset the password of a server
A user has requested access to a shared repository
A backup server is being rebooted while services are running on the primary server
An application is not available during the business hours
New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?"
Phased deployment
Continuous delivery
Big bang deployment
Pull deployment
What is an event?
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Any change of state that has significance for the management of a service or other configuration item
Cause of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service
Which of the following is a standard change?
Resolving an incident or implementing a security patch
Moving a desktop for a single user
Increasing the memory of a server to avoid an incident
Uninstalling a new patch that has caused a high-priority incident
What are the types of asset management?
IT asset management and software asset management
IT asset management and technical management
Operational management and IT asset management
Operational and technical management
Which of the following are problem control activities?
1. Performing trend analysis of incident records
2. Prioritizing problems for analysis based on the risk
3. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
4. Preassessing the status of known errors that have not been resolved
1. Performing trend analysis of incident records
2. Prioritizing problems for analysis based on the risk
3. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
4. Preassessing the status of known errors that have not been resolved
1 and 2
1 and 3
1 and 4
2 and 3
3 and 4
What is the best way to track and manage improvements?
Use a structured document called a continual improvement register
Appoint a leader for managing the improvements
Ask everyone to track and manage improvements initiated by them
Don't track and manage improvements
Which ITIL concept describes governance?
The seven guiding principles
The four dimensions of service management
The service value chain
The service value system
Which practice ensures that stakeholders' needs are understood and product and services are prioritized appropriately?
Continual improvement
Relationship management
Change control
Service desk
Which of the following is NOT a key skillset required for service desk agents?
Effective communication
Empathy
Customer service skills
Technical skills
Which of the following can be used to access service desks?
Phone calls
Email
Text
Social media messaging
All of the above
Which of the following is an example of workaround?
Server memory is increased when the server is unresponsive
A defective network switch is replaced with a new one
A server is restarted to resolve an incident
An email server is restored after an incident is reported
What is the purpose of service level management?
To ensure that all current and planned IT services are delivered to agreed achievable targets.
To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
Which of the following is NOT an activity of supplier management?
Contract negotiation and agreement.
To deliver and manage IT services at agreed levels to business users.
To deliver and manage IT services at agreed levels to business users.
To ensure service levels are met and breaches of agreements are avoided.
All of Above
Arrange the following steps of software lifecycle
Retire, Test, Operate, Deploy, Ideation, Develop, Design
Ideation, Design, Develop, Deploy, Test, Operate, Retire
Ideation, Test, Develop, Deploy, Design, Operate, Retire
None of the above
Ideation, Design, Develop, Test, Deploy, Operate, Retire
What is a workaround?
A tangible or intangible deliverable that is produced by carrying out an activity.
Temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus Problems) for which a full resolution is not yet available.
A possible event that could cause harm or loss or make it more difficult to achieve objectives
Problem control activities that includes problem analysis and documenting workarounds and known errors.
Which practice identifies metrics that reflect a customer experience of a service?
Continual improvement.
Service desk
Service level management
Problem management
How does categorization of incidents assist the incident management practice?
It helps direct the incident to the correct support area.
It determines the priority assigned to the incident.
It ensures that incidents are resolved in timescales agreed with the customer.
It determines how the service provider is perceived.
Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?
It may ensure that the cause of incidents is identified within agreed times.
It may provide automated matching of incidents to problems or known errors.
It may ensure that supplier contracts are aligned with the needs of the service provider.
It may provide automated resolution and closure of complex incidents.
Which practice provides a single point of contact for users?
Incident management.
Change control.
Service desk.
Service request management.
Which of the following is concerned with policy and direction?
Capacity Management
Governance
Service design
Service Level Management
Software and technology are examples of which of the four Ps?
Processes
Performance
Products
Partners
Who normally chairs a change advisory board?
Change initiator
Service owner
Change manager
Business relationship manager
Which process will regularly analyze incident data to identify discernable trends?
Service level management
Problem management
Change management
Event management
What is the MAIN reason for a service provider to understand the five aspects of service design?
To prevent security breaches in mission critical services
To ensure a holistic, results-driven approach
To allow service design to cut costs
To prevent breaches of service level agreements (SLAs)
Which value chain activity includes presenting workarounds to users via a service portal?
Plan
Improve
Engage
Obtain or build
What is the purpose of IT asset management?
Plan and manage the full lifecycle of all IT assets
Move new or changed hardware, software, documentation, processes, or any other component to live environments
Ensure that accurate and reliable information about the configuration of services, and the CIs, is available when and where it is needed
Restore normal operation as quickly as possible
Who authorizes the budget for service consumption?
Customer
User
Sponsor
Service provider
A service is a means of enabling value co-creation by facilitating _________ that customers want to achieve.
The warranty
Outcomes
The utility
Outputs
Which practice provides support for managing feedback, compliments and complaints from users?
Change control
Service request management
Problem management
Incident management
Which is the BEST example of an emergency change?
A scheduled major hardware and software implementation
A low-risk computer upgrade implemented as a service
The implementation of a security patch to a critical software application
The implementation of a planned new release of a software application
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Focus on value
Progress iteratively with feedback
Keep it simple and practical
Optimize and automate
Why should service desk staff detect recurring issues?
To help identify problems
To engage the correct change authority
To ensure effective handling of a service requests
To escalate incidents to the correct support team
Why should incidents be prioritized?
To encourage a high level of collaboration within and between teams
To identify which support team the incident should be escalated to
To Help automated matching of incidents to problems or known errors
To ensure that incidents with the highest business impact are resolved first
What is an output?
A result for a stakeholder
A possible event that could cause harm or loss
Something created by carrying out an activity
A change of state that has significance for the management of a configuration item
What is the purpose of the 'relationship management' practice?
To minimize the negative impact of incidents by retoring normal service operation as quickly as possible
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
To reduce the likelihood and impact of incidents by identifying actual and potential cause s of incidents, and managing workaround and known errors
To align the organization's practices and services with changing business needs
None of the above
What consideration influence the supplier strategy of an organization
Type of cooperation with suppliers
Level of formality
Corporate culture of the organization
Contracts and agreements
None of the above
Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?
Start where you are
Optimize and automated
Focus on value
Progress iteratively with feedback
None of the above
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Outputs
Risks
Outcomes
Costs
Which practice ensures that accurate and reliable information is available about configuration items and the relationships betweehn them?
Service configuration management
Monitoring and Event Management
IT Assets Management
Service Desk
None of the above
What does the 'service request management' practice depend on for maximum efficiency?
Incident management
Self-service tools
Compliments and complaints
Processes and procedures
A known error is a problem that has been [?] and has not been resolved.
Escalated
Logged
Analysed
Closed
Which statement about change authorization is CORRECT?
Centralizing change authorization to a single person is the most effective means of authorization
Standard changes are high risk and should be authorized by the highest level of change authority
A change authority should be assigned to each type of change and change model
The authorization of normal changes should be expedited to ensure they can be implemented quickly
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
Focus on value
Collaborate and promote visibility
Keep it simple and practical
Think and work holistically
Which practice may involve the initiation of disaster recovery?
Service level management
Service request management
Incident Management
IT asset management
Which practice provides support for managing feedback, compliments and complaints from users?
Service request management
Problem management
Incident management
Change enablement
What is the starting point for optimization?
Securing stakeholder engagement
Determining where the most positive impact would be
Understanding the vision and objectives of the organization
Standardizing practices and services
How do all value chain activities transform inputs to outputs?
By using a single functional team
By determining service demand
By implementing process automation
By using a combination of practices
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
Why should some service requests be fulfilled with no additional approvals?
To ensure that spending is properly accounted for
O ensure that information security requirements are met
To streamline the fulfilment workflow
To set user expectations for fulfilment times
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
Which statement about managing incidents is CORRECT?
Low impact incidents should be resolved efficiently, making logging unnecessary
The 'incident management' practice should use a single process regardless of the impact of the incident
Low impact incidents should be resolved efficiently so the resource required is reduced
Incidents with the lowest impact should be resolved first
Which statement about the service value chain is CORRECT?
The service value chain converts value into demand
Each value chain activity uses different combinations of practices to convert inputs into outputs
Each value chain activity identifies a requirement for resources from an external supplier
The service value chain uses value streams to describe a combination of consumers and providers
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 practice involves the management of vulnerabilities that were not identified before the service went live?
Service request management
Problem management
Change control
Service level management
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
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Service desk
Service request management
Service level management
Service configuration management
What should be considered as part of the 'partners and suppliers' dimension?
The level of integration and formality involved in the relationships between organizations
The activities, workflows, controls and procedures needed to achieve the agreed objectives
The information created, managed and used in the course of service provision and consumption
The required skills and competencies of teams and individual members of the organization
Which practice makes new services available for use?
Change enablement
Release management
Deployment management
IT asset management
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
Executing improvement actions
Performing baseline assessments
Defining the improvement plan
Understanding the business mission
Which guiding principle considers the importance of customer loyalty?
Progress iteratively with feedback
Focus on value
Optimize and automate
Start where you are
Which is a recommendation of the guiding principle 'think and work holistically'?
Conduct a review of existing service management practices and decide what to keep and what to discard
Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
Review service management practices and remove any unnecessary complexity
Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Which statement about 'continual improvement' is CORRECT?
All improvement ideas should be logged in a single 'continual improvement register'
A single team should carry out 'continual improvement' across the organization
'Continual improvement' should have minimal interaction with other practices
Everyone in the organization is responsible for some aspects of 'continual improvement'
What impact does automation have on a service desk?
Less low level work and a greater ability to focus on user experience
Increased phone contact and a reduced ability to focus on user experience
Ability to work from multiple locations, geographically dispersed
Ability to work from a single centralized location
The service desk should be the entry point and single point of contact for the [?] with all of its users.
Service consumer
Service provider
Customer
Supplier
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Customer engagement
Operational metrics
Business metrics
Customer feedback
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
The ability to discover and respond to failure earlier
Standardization of practices and services
Understanding the customer's perception of value
Understanding the current state and identifying what can be reused
What can be used to determine if a service is 'fit for purpose'?
Availability
Warranty
Outcome
Utility
In service relationships, what is a benefit of identifying consumer roles?
It enables effective stakeholder management
It provides shared service expectations
It removes constraints from the customer
It enables a common definition of value
Which is an external input to the service value chain?
The 'improve' value chain activity
An overall plan
Customer requirements
Feedback loops
What term is used to describe whether a service will meet availability, capacity and security requirements?
Outcomes
Value
Utility
Warranty
What is the purpose of the 'incident management' practice?
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To capture demand for incident resolution and service requests
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To support the agreed service quality by effective handling of all agreed user-initiated service requests
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
Restricting information about the improvement to essential stakeholders only
Increasing collaboration and visibility for the improvement
Involving customers after all planning has been completed
Engaging every stakeholder group in the same way, with the same communication
What varies in size and complexity, and uses functions to achieve its objectives?
A risk
An organization
A practice
An outcome
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Deployment management
Release management
Change Control Management
Service configuration management
Which of the following ensures that a service provider and a service consumer continually co-create value?
Service consumption
Service offerings
Service level management
Service relationship management
What type of change is often used for resolving incidents or implementing security patches?
Standard change
Normal change
Emergency change
Change model
Which statement about outcomes is CORRECT?
Outcomes enable products to be delivered to a stakeholder
An outcome defines the amount of money spent on technology for a service
An outcome depends on at least one output to deliver a result
Outcomes provide assurance to stakeholders on how a service performs
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