ITIL 4 Mock Test 01 Questions and Answers
What is a configuration item?
Any component that needs to be manager in order to deliver a service
What is co-created through active collaboration between providers and consumers?
Value:
(increasingly, organizations recognize that value is co-cre...
ITIL 4 Mock Test 01 Questions and
Answers
What is a configuration item? - answer Any component that needs to be manager in
order to deliver a service
What is co-created through active collaboration between providers and consumers? -
answer Value:
(increasingly, organizations recognize that value is co-created through an active
collaboration between providers and consumers, as well as other organizations that are
part of the relevant service relationship.)
Which phase of 'problem management' includes analysing incident trends? - answer
Problem identification
Which GUIDING PRINCIPLE considers how the four dimensions of service
management work together to create value? - answer Think and work holistically
Which PRACTICE enables users to ask for help and information? - answer Service
desk:
(Service desk provide a clear path for users to report issues, queries and requests)
Which is a recommendation of the 'service desk' practice? - answer Service desks
should understand the business:
(Another key aspect of a good service desk is it practical understanding of the wider
organization, the business processes, and the users.)
Which term describes what a service does? - answer Utility
Which source of information for 'service level management' includes asking questions
such as "What are your goals?", and "How can we help you more?"? - answer
Customer engagement:
(This involves initial listening, discovery and information capture on which to base
metrics, measurement and ongoing progress discussions. Consider asking customers
some simple open questions such as ... "What are your goals, objectives, and
measurements for this year?, How can we help you more?"
Which would be supported by the 'service request management' PRACTICE? - answer
A request from a user for something which is a normal part of service delivery.
Which PRACTICE has a purpose to encourage links between the organization and its
stakeholders? - answer Relationship management
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