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ITIL V4 EXAM QUESTIONS AND 100% CORRECT ANSWERS
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ITIL V4 EXAM QUESTIONS AND 100% CORRECT ANSWERS...
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ITIL V4 EXAM QUESTIONS AND 100%CORRECT ANSWERS
How does categorization of incidents assist incident management? - Answer It helps
route the incident to the appropriate support group
What value chain activity creates service components? - Answer Acquire/Build
What is warranty? - Answer The assurance that a product or service will meet agreed
requirements
Identify the missing word in the following sentence. The purpose of the information
security management practice is to [?] to organization's information - Answer Protect
Which two needs should 'change control' balance? 1. the need to assess risks and
expected benefits 2. the need to manage a change schedule 3. the need to make
beneficial changes 4. the need to protect customers and users - Answer 3 and 4
Identify the missing word(s) in the following sentence, A service is a means of enabling
value co-creation by facilitating [?] that customers want to achieve - Answer outcomes
which value chain activity includes negotiation of contracts and agreements with
suppliers and partners? - Answer Engage
Which is a purpose of the 'service desk' practice - Answer to capture demand for
incident resolution and service requests
Which of the following ITIL concepts refers to governance? Answer The service value
system
, Which practice is everyone's responsibility within the organization? Answer Continual
improvement
How does 'service request management' contribute to 'obtain/build' value chain
activity? Answer It obtains pre-approved service components to help fulfill service
requests
A service provider describes a package including a laptop with software, licences and
support. Which of the following best describes this? - Answer A service offering
What would you expect to see included in every service level agreement - Answer
Clearly defined service outcomes
There are two kinds of cost that the service consumer should consider. What are they -
Answer The cost removed by the service, and the cost imposed by the service
Which of the following is a benefit of using of IT service management tool to support
incident management? ANS It can provide an automated matching of incidents to
problems or known errors
What is the first step of the guiding principle 'focus on value'? ANS Identify who is the
service consumer in each circumstance?
Which practice provides a single point of contact for users? ANS Service desk
What is a standard change? Answer A change that does not require risk analysis since
the process has been pre-approved
Which guiding principle advocates for breaking the work down into smaller,
manageable chunks and that can be carried out and accomplished on time? -Answer
progress iteratively with feedback
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