ITIL 4 Foundations Practice Exam #2
Questions and Answers
The purpose of the supplier management practice is to ensure that the organization's
suppliers and their _____________ are managed appropriately to support the
seamless provision of quality products and services - Answer-performances
What is a CORRECT statement about the 'service request management' practice -
Answer-Financial authorization is sometimes required for service requests
What is an external input to the service value chain? - Answer-Customer requirements
Which practice has a purpose to support the quality of the service by handling all
agreed user initiated service requests? - Answer-Service request management
What does 'change enablement' PRIMARILY focus on? - Answer-Changes to products
and services
Which benefit is MOST aligned with the guiding principle 'progress iteratively with
feedback'? - Answer-Service providers are able to respond more quickly to customer
needs
What are 'engage', 'plan', and 'improve' examples of? - Answer-Service value chain
activities
Which statement about a 'continual improvement register' is CORRECT? - Answer-It
should be re-prioritized as ideas are documented
Which statement about standard changes is CORRECT? - Answer-The change does
not require additional authorization
A change is defined as the addition, modification, or removal of anything that could have
a direct or indirect effect on ________________ - Answer-services
Which activity is part of the 'continual improvement' practice? - Answer-Prioritizing and
creating business cases for improvement initiatives
Which practice owns and manages issues, queries, and request from users? - Answer-
Service desk
Which statement BEST describes the value of service strategy to the business? -
Answer-It enables the service provider to understand what levels of service will make
their customers successful
Questions and Answers
The purpose of the supplier management practice is to ensure that the organization's
suppliers and their _____________ are managed appropriately to support the
seamless provision of quality products and services - Answer-performances
What is a CORRECT statement about the 'service request management' practice -
Answer-Financial authorization is sometimes required for service requests
What is an external input to the service value chain? - Answer-Customer requirements
Which practice has a purpose to support the quality of the service by handling all
agreed user initiated service requests? - Answer-Service request management
What does 'change enablement' PRIMARILY focus on? - Answer-Changes to products
and services
Which benefit is MOST aligned with the guiding principle 'progress iteratively with
feedback'? - Answer-Service providers are able to respond more quickly to customer
needs
What are 'engage', 'plan', and 'improve' examples of? - Answer-Service value chain
activities
Which statement about a 'continual improvement register' is CORRECT? - Answer-It
should be re-prioritized as ideas are documented
Which statement about standard changes is CORRECT? - Answer-The change does
not require additional authorization
A change is defined as the addition, modification, or removal of anything that could have
a direct or indirect effect on ________________ - Answer-services
Which activity is part of the 'continual improvement' practice? - Answer-Prioritizing and
creating business cases for improvement initiatives
Which practice owns and manages issues, queries, and request from users? - Answer-
Service desk
Which statement BEST describes the value of service strategy to the business? -
Answer-It enables the service provider to understand what levels of service will make
their customers successful
