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ITIL 4 Exam Practice Questions with Correct Answers
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ITIL 4 Exam Practice Questions with Correct Answers
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ITIL 4 Exam Practice Questions withCorrect Answers
Which practice is responsible for moving components to live environments?
A. Change enablement
B. Release management
C. IT asset management
D. Deployment management - Answer-D
Which practice includes the classification and ownership of queries and requests from
users?
A. Service desk
B. Incident management
C. Change enablement
D. Service level management - Answer-A
Which practice identifies metrics that reflect the customer's experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management - Answer-C
What is the PRIMARY use of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes - Answer-C
Which service management dimension is focused on activities and how are these
coordinated?
A. Organisations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - Answer-D
How does categorisation of incidents assist the 'incident management' practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
, C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived - Answer-A
A service is a means of enabling value co-creation by facilitating [?] that customers want
to achieve.
A. The warranty
B. Outcomes
C. The utility
D. Outputs - Answer-B
Which is a recommendation of the 'continual improvement' practice?
A. There should be at least a small team dedicated to leading 'continual improvement'
efforts
B. All improvements should be managed as multi-phase projects
C. 'Continual improvement' should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives - Answer-A
Which is a potential benefit of using an IT service management tool to support the
'incident management' practice?
A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service
provider
It may provide automated resolution and closure of complex incidents - Answer-B
Which role submits service requests?
A. The user, or their authorised representative
B. The customer, or their authorised representative
C. The sponsor, or their authorised representative
D. The supplier, or their authorised representative - Answer-A
Which practice provides a single point of contact for users?
A. Incident management
B. Change enablement
C. Service desk
D. Service request management - Answer-C
Which guiding principle recommends that the four dimensions of service management
are considered?
A. Think and work holistically
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