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ITIL 4 EXAM STUDY GUIDE QUESTIONS AND ANSWERS
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ITIL 4 EXAM STUDY GUIDE QUESTIONS AND ANSWERS
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ITIL 4 EXAM STUDY GUIDE QUESTIONSAND ANSWERS
A service provider suggests that their service recovery will be within 24 hours in the
event of a disaster. What is that an example of? - Answer-Warranty of a service
"A set of specialized organizational capabilities for enabling value for customers in the
form of services" is the ITIL definition of? - Answer-· Service management
A service provider suggests that their service will have 99.9% availability. What is this
an example of? - Answer-· Warranty of a service
Which describes outputs? - Answer-· Tangible or intangible deliverables
Which is the best definition of a customer? - Answer-· A person who defines the
requirements for a service and takes responsibility for the outcomes of service
consumption
Which describes products? - Answer-· Configuration of an organizations resources
Identify the missing word(s) in the following sentence: An organization is a person or a
group of people that has its own functions with _____________ to achieve its
objectives? - Answer-· Responsibilities, Authorities and Relationships
"A means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific cost or risk." What ITIL
definition is this? - Answer-· Service
Which is NOT a benefit of adopting ITIL practices? - Answer-· Demonstrate compliance
with a standard
Which of the following could be parts of service offering? Select the correct answer.
1. Goods
2. Policies
3. Access to resources
4. Service actions - Answer-· 1, 3, 4
What is the utility of a service? - Answer-· Service functionality
What is defined as "perceived benefits, usefulness and importance of something"? -
Answer-Value
Which guiding principle begins with assessing who the customers and stakeholders
are? - Answer-· Focus on Value
, Which is NOT one of the "optimization" steps in "optimize and automate?" - Answer-·
Customer Preparation
Which guiding principle recommends an investigation of existing capabilities before
starting a practice over? - Answer-· Start where you are
Which of the following are tools for collaborating and promoting visibility? - Answer-·
Kanban board
Which describes the "focus on value" principle? - Answer-· Investigating why the
customers uses the services and how the service helps them meet their goals
In which of the guiding principles is theory of constraints highlighted? - Answer-· Think
and work holistically
Which describes the principle "start where you are"? - Answer-· Conducting a review of
existing service management practices and deciding what to keep and what to discard
Which service management dimension is focused on third parties and how they are
managed? - Answer-· Partners and suppliers
Which is a key focus of the "value streams and processes" dimension? - Answer-·
Activity workflows
Which is a focus of the "suppliers and partners" dimension? - Answer-· Relationships
with providers
Which of these are dimensions of service management? Select the correct answer.
o 1. Organizations and People
o 2. Hardware and Software
o 3. Information and Technology
o 4. Value Streams and Processes - Answer-· 1, 3, 4
What is the key focus of the "organizations & people" dimension? - Answer-· Roles &
responsibilities
Which value chain activity produces requirements and specifications? - Answer-·
Design and transition
Which value chain activity includes providing components? - Answer-· Obtain/build
Which value chain activity provides information about service improvements to all value
chain activities? - Answer-· Improve
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