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ITIL 4 Practice Test 6 Exam Questions with Complete Answers
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ITIL 4 Practice Test 6 Exam Questions with Complete Answers
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ITIL 4 Practice Test 6 Exam Questionswith Complete Answers
How does 'service request management' contribute to the 'deliver and support' value
chain activity? - Answer-It ensures that users continue to be productive when they need
assistance from the service provider
Which is a recommendation of the 'service desk' practice? - Answer-Service desks
should have a practical understanding of the wider business
What does a centralized service desk require? - Answer-Good workflow systems for
routing and escalation
How does 'service level management' contribute to the 'deliver and support' value chain
activity? - Answer-Collects feedback during interactions and communicates service
performance objectives to the operations and support teams
What is a documented agreement between a service provider and a customer that
identifies both the services required and the expected level of service? - Answer-
Service level agreement
Your company has five branch offices located across the country. To support each of
these branch offices, a small service desk has been created for each office and it is co-
located with the users to whom they are providing service and support. What model of
service desk is your company using? - Answer-Local
What is the definition of a sponsor? - Answer-A person who authorizes budget for
service consumption
Warranty is the assurance that a product or service will meet _______________
requirements. - Answer-Agreed
What is the definition of an incident? - Answer-An unplanned interruption to a service or
reduction in the quality of a service
A known error is a(n) ________________ that has been analyzed but has not been
resolved. - Answer-Problem
What is the purpose of the 'release management' practice? - Answer-Making new and
changed services and features available for use
What is the purpose of the 'change enablement' practice? - Answer-Ensuring that risks
are properly assessed, authorizing changes to proceed and managing a change
schedule in order to maximize the number of successful IT changes
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