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ITIL 4 PRACTICE EXAM 5 QUESTIONS WITH CORRECT ANSWERS
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ITIL 4 PRACTICE EXAM 5 QUESTIONS WITH CORRECT ANSWERS
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ITIL 4 PRACTICE EXAM 5 QUESTIONSWITH CORRECT ANSWERS
What is the BEST definition of an UC (underpinning Contract)? - Answer-A contract
defining the services a vendor has to provide to the service provider organization
The Service Value Chain activity "Design and Transition" ensures ___. - Answer-That
services and products continually meet stakeholder expectations for time to market,
cost and quality
"A set of organizational resources designed to perform work or accomplish an objective"
is the definition of what? - Answer-Practices
A customer bought an application from a global service provider and started using it.
After some time, the users started reporting slowness and unavailability of the
application.
This is an example for bad ____. - Answer-Warranty
Executing the improvement plan is done in which Continual Improvement Model step? -
Answer-Take action
The goal of Value Stream mapping is to ____. - Answer-Find and remove waste from
procedures
Checking the progress of the improvement initiative is done in the ___ Continual
Improvement Model step. - Answer-Did we get there?
A service provider recognizes the fact that for a better management of configuration
items a CMDB (Configuration Management Database) should be implemented.
Which Service Management Dimension is most related to this consideration? - Answer-
Information and technology
The ITIL 4 Guiding principle ____ tells us that no service, process or department ever
stands alone. - Answer-Think and work holistically
The Service Management Dimension "Partners and Suppliers" incorporates the
consideration of ____ and ____ . - Answer-Contracts, agreements
The definition of SLAs (Service Level Agreements), OLAs (Operational Level
Agreements) and UCs (Underpinning Contracts) is a task of which Practice? - Answer-
Service Level Management
Which guiding principle helps us move away from "silo activities"? - Answer-Collaborate
and promote visibility
, Which of the following statements is FALSE for Standard Changes? - Answer-Standard
Changes need to be executed by the Service Desk
Reporting the performance of services against the expected service levels to customers
us done by which Practice? - Answer-Service Level Management
What are the three stages of the Problem Management Practices? - Answer-- Problem
Identification
- Problem Control
- Error Control
What is the BEST definition of a Value Stream? - Answer-A series of steps and
organization undertakes to create and deliver products and services to customers
The analysis of a Problem takes place in which Problem Management phase? -
Answer-Problem Control
Which of the following options are TRUE for Service Requests?
1. They should be as standardized as possible for better automation
2. Existing Service Requests Models should be reused for the definition of new ones
3. Steps to fulfill Service Requests should be well-known and proven
4. They need to be escalated to experts if they cannot be fulfilled within the time frame
defined in the SLA (Service Level Agreement) - Answer-1. They should be as
standardized as possible for better automation
2. Existing Service Requests Models should be reused for the definition of new ones
3. Steps to fulfill Service Requests should be well-known and proven
A small electronics store offers their customers a repair service for TVs and other
electronics devices they sell.
This is a good example for which type of Service Offering? - Answer-Service Actions
The ITIL 4 Guiding Principle are applicable in which of the following situations?
1. A service provider upgrades the operating systems on its servers to "Windows Server
2019"
2. A company has decided to adopt Scrum in the development department
3. The IT Support organization of a large enterprise wants to implement a new ITSM
ticketing tool
4. A CIO decides that ITIL 4 should be implemented in the whole IT organization -
Answer-All of the above
Service Offerings may include ___ .
1. Goods
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