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ITIL 4 Exam Questions with Verified Answers
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ITIL 4 Exam Questions with Verified Answers
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ITIL 4 Exam Questions with VerifiedAnswers
Which ITIL guiding principle recommends using existing services, processes and tools
when improving services? - Answer-Start where you are
Which practice has a purpose that includes ensuring that risks have been properly
assessed? - Answer-Change control
When should a full risk assessment and authorization be carried out for a standard
change? - Answer-When the procedure for the standard change is created
Which statement about emergency changes is CORRECT? - Answer-The assessment
and authorization of emergency changes is expedited to ensure they can be
implemented quickly
Which practice coordinates the classification, ownership and communication of service
requests and incidents? - Answer-Service desk
What is warranty? - Answer-Assurance that a product or service will meet agreed
requirements
Which is part of service provision? - Answer-The management of resources configured
to deliver the service
Which statement about a continual improvement register is CORRECT? - Answer-It
should be re-prioritized as ideas are documented
What are engage, plan and improve examples of? - Answer-Service value chain
activities
Which statement about outcomes is CORRECT? - Answer-An outcome can be enabled
by more than one output
Which statement about service desks is CORRECT? - Answer-The service desk should
work in close collaboration with support and development teams
Which practice updates information relating to symptoms and business impact? -
Answer-Incident management
Which is included in the purpose of the design and transition value chain activity? -
Answer-Continually meeting stakeholder expectations for costs
, Which practice has a purpose to support the quality of the service by handling all
agreed user initiated service requests? - Answer-Service request management
Which is NOT a component of the service value system? - Answer-The four dimensions
of service management
Which statement about the steps to fulfill a service request is CORRECT? - Answer-
They should be well-known and proven
What is defined as a cause, or potential cause, of one or more incidents? - Answer-
Problem
Which guiding principle recommends eliminating activities that do not contribute to the
creation of value? - Answer-Keep it simple and practical
When should the effectiveness of a problem workaround be assessed? - Answer-
Whenever the workaround is used
Identify the missing word in the following sentence. - Answer-services
Which dimension considers how knowledge assets should be protected? - Answer-
Information and technology
What is a means of enabling value co-creation by facilitating outcomes that customers
want to achieve, without the customer having to manage specific costs and risks? -
Answer-A service
Identify the missing words in the following sentence.The management of information
security incidents usually requires [?]. - Answer-A separate process
What are the ITIL guiding principles used for? - Answer-To help an organization make
good decisions
Which is the CORRECT approach for managing a large improvement initiative as
smaller iterations? - Answer-Each iteration should be continually re-evaluated based on
feedback
What is the purpose of the deployment management practice? - Answer-To move new
or changed components to live environments
Which is a service request? - Answer-Requesting information about how to create a
document
Identify the missing word in the following sentence.
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