Exam (elaborations)
ITIL 4 RATED A+ QUESTIONS AND ANSWERS 2024
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Exam of 5 pages for the course ITIL 4 at ITIL 4 (ITIL 4 RATED A+)
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ITIL 4 RATED A+Which of the following statements about Continual Improvement is true?
- Continual Improvement is optional in ITIL
- Continual Improvement is a practice that drives day-to-day improvement efforts
- Continual Improvement is a procedure that drives day-to-day improvement efforts
- Continual Improvement is one of the Guiding Principles - answer Continual
Improvement is a practice that drives day-to-day improvement efforts
ITIL is a framework that [?]
- Provides a holistic approach to service management
- Is built around a Service Management System
- Remains constant and unaffected by the digital transformation in the service industry
- Its Service Management concepts can only be applied to IT businesses - answer
Which Guiding Principle ensures that organizations focus on how the entire system
creates value for the customer?
- Optimize and Automate
- Focus On Value
- Keep It Simple and Practical
- Think and Work Holistically - answer
Service level targets best represent which of the following?
- Configuration audit accuracy
- Change success rates
- IT operations metrics
- Utility and Warranty - answerUtility and Warranty
ITIL is a framework that [?]
- Provides a holistic approach to service management
- Is built around a Service Management System
- Remains constant and unaffected by the digital transformation in the service industry
- Its Service Management concepts can only be applied to IT businesses -
answerProvides a holistic approach to service management
Which service concept describes a service consumer taking resources and becoming
the service provider when offering those services downstream to their customers?
- Service Relationship Model
- Service Consumption
- Service Model
, - Service Management Model - answerService Relationship Model
Which of the following are components of the Service Value System?
1. Plan2. Governance3. Practices4. Continual Improvement
- 1, 2, & 4
- 2, 3, & 4
- 1, 2, & 3
- 1, 2, 3, & 4 - answer2, 3, & 4
Which is true about applying the Collaborate and Promote Visibility Guiding Principle?
- Everyone is aware
- Vote when we can't agree
- Majority wins
- Reach consensus - answerEveryone is aware
Which Guiding Principle ensures that organizations focus on how the entire system
creates value for the customer?
- Optimize and Automate
- Focus On Value
- Keep It Simple and Practical
- Think and Work Holistically - answerThink and Work Holistically
Which Service Value Chain Activity requires performance information from all aspects of
the service value chain and in turn, provides output to all other value chain activities?
- Plan
- Improve
- Engage
- Deliver and Support - answerImprove
The [?] Governance activity sets Strategies and Policies?
- Evaluate
- Monitor
- Direct
- Review - answerDirect
Which skills do Service Desk personnel need to possess a balance of?
1. Communication skills2. Emotional Intelligence skills3. Incident analysis skills4.
Customer service skills
- 1, 2, 3, & 4
- 1, 2, & 4
- 1, 3, & 4
- 1, 2, & 3 - answer1, 2, 3, & 4
In which practice are customer requirements assessed, targets negotiated, and service
performance reviewed?
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