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ITIL 4 Exam Study Guide Questions and Answers
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ITIL 4 Exam Study Guide Questions and Answers
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ITIL 4 Exam Study Guide Questions andAnswers
What is the difference between an Incident and a Service Request?
A. Incidents are handled by expert teams, while Service Request are solved at the
Service Desk
B. Incidents are requests for solutions while Service Requests are requests for
information or other standard services.
C. Incidents are handled for free, while Service Requests are paid for
D. Incidents must be categorized, while Service Requests mustn't - Answer-B. Incidents
are requests for solutions while Service Requests are requests for information or other
standard services.
Which of the following is NOT a part of the Service Value System?
A. Management
B. Governance
C. The Practices
D. Continual Improvement - Answer-A. Management
How does the Configuration Management practice support the Deliver and Support
Service Value Chain activity?
A. It delivers essential information to planning activities related to the Service
Configurations of the organization
B. It provides financial information about the usage of services and CIs
C. For the effective solution of Incidents and Problems, information about CIs is
essential
D. Without a CMDB no ticketing system is able to function - Answer-C. For the effective
solution of Incidents and Problems, information about CIs is essential
The uncertainty of an outcome is called what? - Answer-risk
What are the two triggers for the service value system (SVS)?
A. Services and Value
B. Chances and Demand
C. Demand and Opportunities
D. Requirements and Opportunities - Answer-C. Demand and Opportunities
How does the Information Security Management Practice support the Design and
Transition Service Value Chain activity?
A. By handling all security related incidents
B. By enabling the CISO (Chief Information Security Officer) to prevent penetration
attacks
C. By ensuring that effective security controls are designed and transitioned into live
environments.
, D. By defining the priority of security related issues. - Answer-C. By ensuring that
effective security controls are designed and transitioned into live environments.
What is the goal of the Monitoring and Event Management practice?
A. To protect the information that an organizations needs for business
B. To restore normal service operations as soon as possible
C. To observe services and components, and to record any changes in their state
D. To provide accurate and reliable information about CIs when needed - Answer-C. To
observe services and components, and to record any changes in their state
You have been tasked with the setup of an internal service desk in the small company
you work for. Ensuring that the right tools and applications will be used by the team is a
consideration of which Service Management Dimension?
A. Information and Technology
B. Partners and Suppliers
C. Organization and People
D. Value Streams and Processes - Answer-A. Information and Technology
How does the Service Desk practice support the Deliver and Support Service Value
Chain activity?
A. By ensuring the correct categorization of all Change Requests
B. By enabling the organization to select the right vendors
C. By allowing the Service Desk Agents to handle all access requests
D. By acting as the central coordination point for the handling of Incidents and Service
Requests - Answer-D. By acting as the central coordination point for the handling of
Incidents and Service Requests
Why is customer engagement crucial for the Service Level Management practice?
A. It defines who is allowed to open Incident tickets from the customer organization
B. It ensures that we meet the agreed service levels
C. It captures information on which metrics can be based
D. It defines the workflow of Service Requests - Answer-C. It captures information on
which metrics can be based
The handling of user feedbacks, compliments and complaints is a responsibility of which
practice?
A. Service Desk
B. Service Request Management
C. Incident Management
D. Problem Management - Answer-B. Service Request Management
How does the Service Request Management practice support the Engage Service
Value Chain activity?
A. By providing regular communication to users to gather requirements, set
expectations and to provide updates
B. By handling all user-initiated Service Request and Incidents
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