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ITIL (4) Questions and Answers 100% Solved
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Exam of 8 pages for the course ITIL 4 at ITIL 4 (ITIL (4))
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ITIL (4)Which process is responsible for sourcing and delivering components of requested
standard services?
A. Request fulfillment
B. Service portfolio management
C. Service desk
D. IT finance - answer Correct Answer: A
Which of the following is the best definition of service management?
A. The ability to keep services highly available to meet the business needs
B. A set of specialized organizational capabilities for providing value to customers in the
form of services
C. A complete set of all the documentation required to deliver world class services to
customers
D. An internationally recognized methodology to provide valuable services to customers
- answerCorrect Answer: B
Which of the following CANNOT be provided by a tool?
A. Knowledge
B. Information
C. Wisdom
D. Data - answerC
Which one of the following is the purpose of service level management?
A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of
services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services -
answerD
What is a RACI model used for?
A. Performance analysis
B. Recording configuration items
C. Monitoring services
D. Defining roles and responsibilities - answerD
, The remediation plan should be evaluated at what point in the change lifecycle?
A. Before the change is approved
B. Immediately after the change has failed and needs to be backed out.
C. After implementation but before the post implementation review
D. After the post implementation review has identified a problem with the change -
answerA
Which of the following statements MOST ly identifies the scope of design coordination
activities?
A. Only changes that introduce new services
B. It is mandatory that all changes are subject to design coordination activity
C. Only changes to business critical systems
D. Any change that the organization believes could benefit - answerD
What is the PRIMARY process for strategic communication with the service provider's
customers?
A. Service catalogue management
B. Service portfolio management
C. Service desk
D. Business relationship management - answerD
Which one of the following is NOT an aim of the change management process?
A. To ensure the impact of changes are understood
B. To ensure that changes are recorded and evaluated
C. To ensure that all changes to configuration items (CIs) are recorded in the
configuration management system (CMS)
D. To deliver and manage IT services at agreed levels to business users - answerD
What are customers of IT services who work in the same organization as the service
provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers - answerD
Access management is closely related to which other process?
A. Capacity management only
B. 3rd line support
C. Information security management
D. Change management - answerC
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