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AXELOS ITIL V4 EXAM FLASHCARDS EXAM STUDY MATERIALS QUESTION AND ANSWERS (VERIFIED ANSWERS)
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AXELOS ITIL V4 EXAM FLASHCARDS EXAM STUDY MATERIALS QUESTION AND ANSWERS (VERIFIED ANSWERS)
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ESTUDYAXELOS ITIL V4 EXAM FLASHCARDS EXAM STUDY MATERIALS
QUESTION AND ANSWERS (VERIFIED ANSWERS)
1. **Define Service**
- a) 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.
- b) A method for tracking service requests.
- c) A technique for developing new products.
- d) A process for managing IT infrastructure.
- **Answer:** a) 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.
2. **Utility is the __________ offered by a product or service to meet a particular need.**
- a) Cost
- b) Functionality
- c) Design
- d) Brand
- **Answer:** b) Functionality
3. **_____________________ is the practice of 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.**
- a) Incident management
- b) Change enablement
- c) Problem management
- d) Release management
- **Answer:** b) Change enablement
,ESTUDY
4. **An event is any change of state that has significance for the management of a _____________ or
other configuration items.**
- a) Product
- b) Process
- c) Service
- d) System
- **Answer:** c) Service
5. **What is the purpose of the 'information security management' practice?**
- a) Developing new security tools
- b) Protecting an organization by understanding and managing risks to the confidentiality, integrity,
and availability of information.
- c) Monitoring network traffic
- d) Managing user permissions
- **Answer:** b) Protecting an organization by understanding and managing risks to the
confidentiality, integrity, and availability of information.
6. **What is the purpose of the 'monitoring and event management' practice?**
- a) Performing routine maintenance
- b) Systematically observing services and service components and recording and reporting selected
changes of state identified as events.
- c) Implementing security patches
- d) Training staff
- **Answer:** b) Systematically observing services and service components and recording and
reporting selected changes of state identified as events.
, ESTUDY
7. **What is the purpose of the 'incident management' practice?**
- a) Minimizing the negative impact of incidents by restoring normal service operation as quickly as
possible.
- b) Developing new incident handling processes
- c) Scheduling maintenance tasks
- d) Creating incident reports
- **Answer:** a) Minimizing the negative impact of incidents by restoring normal service operation as
quickly as possible.
8. **What is defined as the practice of ensuring that accurate and reliable information about the
configuration of services, and the configuration of items that support them, is available when and where
needed?**
- a) Service Configuration Management
- b) Incident Management
- c) Change Management
- d) Problem Management
- **Answer:** a) Service Configuration Management
9. **Identify the missing word in the following sentence. The ___________ is the practice of capturing
demand for incident resolution and service requests.**
- a) Service Management
- b) Service Desk
- c) Service Level Management
- d) Service Delivery
- **Answer:** b) Service Desk
10. **Which describes outputs?**
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