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ITIL 4 Coursera Exam Questions and Answers 2024
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ITIL 4 Coursera Exam
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ITIL 4 Coursera Exam21) Which value chain activity ensures people understand the organization's vision?
A. Improve
B. Plan
C. Deliver and support
D. Obtain/build - answerB. Plan
22) Which statement about the value chain activities is CORRECT?
A. Every practice belongs to a specific value chain activity
B. A specific combination of value chain activities and practices forms a service
relationship
C. Service value chain activities form a single workflow that enables value creation
D. Each value chain activity contributes to the value chain by transforming specific
inputs into outputs - answerD. Each value chain activity contributes to the value chain
by transforming specific inputs into outputs
23) What is the purpose of the 'supplier management' practice?
A. To ensure that the organization's suppliers and their performance are managed
appropriately to support the seamless provision of quality products and services
B. To align the organization's practices and services with changing business needs
through the ongoing identification and improvement of services
C. To ensure that the organization's suppliers and their performance are managed
appropriately at strategic and tactical levels through coordinated marketing, selling, and
delivery activities
D. To ensure that accurate and reliable information about the configuration of suppliers'
services is available when and where it is needed - answerA. To ensure that the
organization's suppliers and their performance are managed appropriately
to support the seamless provision of quality products and services
24) What are the two types of cost that a service consumer should evaluate?
A. The price of the service, and the cost of creating the service
B. The costs removed by the service, and the costs imposed by the service
C. The cost of provisioning the service, and the cost of improving the service
D. The cost of software, and the cost of hardware - answerB. The costs removed by the
service, and the costs imposed by the service
25) Which is a purpose of the 'service desk' practice?
, A. To reduce the likelihood and impact of incidents by identifying actual and potential
causes of incidents
B. To maximize the number of successful IT changes by ensuring risks are properly
assessed
C. To capture demand for incident resolution and service requests
D. To set clear business-based targets for service performance - answerC. To capture
demand for incident resolution and service requests
26) How should an organization adopt continual improvement methods?
A. Use a new method for each improvement the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles - answerB.
Select a few key methods for the types of improvement that the organization handles
27) Which ITIL concept describes governance?
A. The seven guiding principles
B. The four dimensions of service management
C. The service value chain
D. The service value system - answerD. The service value system
28) Which is a recommendation of the 'service desk' practice?
A. Service desks should avoid the use of automation
B. Service desks should be highly technical
C. Service desks should understand the wider organization
D. Service desks should be a physical team in a single fixed location - answerC. Service
desks should understand the wider organization
29) Which guiding principle recommends organizing work into smaller, manageable
sections that can be executed and completed in a timely manner?
A. Focus on value
B. Start where you are
C. Progress iteratively with feedback
D. Collaborate and promote visibility - answerC. Progress iteratively with feedback
30) What is a standard change?
A. A change that is well understood, fully documented and pre-authorized
B. A change that needs to be assessed, authorized, and scheduled by a change
authority
C. A change that doesn't need a risk assessment because it is required to resolve an
incident
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