Exam (elaborations)
ITIL® 4 Foundation - Practice Exam -2 Questions and Answers
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ITIL® 4 Foundation - Practice Exam -2
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ITIL® 4 Foundation - Practice Exam #2c - answer What is the definition of utility?
a) The assurance that a product or service will meet agreed requirements
b) A possible event that could cause harm or loss, or make it more difficult to achieve
objectives
c) The functionality offered by a product or service to meet a particular need
d) A tangible or intangible deliverable that is produced by carrying out an activity
a - answer Identify the missing word(s) in the following sentence. A customer is a
person who defines the requirements for a service and takes responsibility for the [?] of
service consumption.
a) Outcomes
b) Cost
c) Outputs
d) Benefits
b - answerWhat is the definition of an IT asset?
a) A particular set of settings or options on a given piece of equipment
b) Any valuable component that can contribute to the delivery of an IT product or
service
c) 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
d) Any component that needs to be managed in order to deliver an IT service
d - answerIdentify the missing word(s) in the following sentence. A(n) [?] is any
component that needs to be managed in order to deliver an IT service.
a) Product
, b) Outputs
c) Asset
d) Configuration item
a - answerWhat is the purpose of the 'relationship management' practice?
a) Establishing and nurturing links between an organization and its stakeholders at
strategic and tactical levels
b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
c) Setting clear business-based targets for service performance so that the delivery of a
service can be properly assessed, monitored, and managed against these targets
d) Ensuring that an organization's suppliers and their performance levels are managed
appropriately to support the provision of seamless quality products and services
d - answerWhat is the purpose of the 'problem management' practice?
a) Ensuring that services deliver agreed levels of availability or that change can be
assessed
b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated
service requests in an effective and user-friendly manner
c) Minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible
d) Reducing the likelihood and impact of incidents by identifying actual and potential
causes of incidents, and managing workarounds and known errors
c - answerIdentify the missing word in the following sentence. [?] management is the
practice of minimizing the negative impact of incidents by restoring normal service
operation as quickly as
possible.
a) Availability
b) Event
c) Incident
d) Problem
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