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- ITIL 4 Foundation – 1.0 Understand the key concepts of service management 0%
- ITIL 4 Foundation – 2.0 Understand how the ITIL guiding principles can help an organization adopt and adapt service management 0%
- ITIL 4 Foundation – 3.0 Understand the four dimensions of service management 0%
- ITIL 4 Foundation – 4.0 Understand the purpose and components of the ITIL service value system 0%
- ITIL 4 Foundation – 5.0 Understand the activities of the service value chain, and how they interconnect 0%
- ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practices 0%
- ITIL 4 Foundation – 7.0 Understand 7 ITIL practices 0%
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Question 1 of 25
1. Question
Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service managementWhich statement is CORRECT with regards to outcomes?
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Question 2 of 25
2. Question
Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practicesThe purpose of the “deployment management” practice is stated by which of the following?
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Question 3 of 25
3. Question
Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service managementA service consumer contributes to the reduction of risk in which way?
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Question 4 of 25
4. Question
Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practicesFill in the blank:
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their ________ are managed appropriately to support the seamless provision of quality products and services.
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Question 5 of 25
5. Question
Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service managementService provision includes:
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Question 6 of 25
6. Question
Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practicesFill in the blank:
________ is defined as a cause, or potential cause, of one or more incidents?
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Question 7 of 25
7. Question
Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service managementWhich is an action performed by a service provider when provisioning a service?
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Question 8 of 25
8. Question
Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practicesFill in the blank:
The definition of “change” is the addition, modification, or removal of anything that could have a direct or indirect effect on ________.
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Question 9 of 25
9. Question
Category: ITIL 4 Foundation – 2.0 Understand how the ITIL guiding principles can help an organization adopt and adapt service managementWhat application do ITIL guiding principles have within an organization?
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Question 10 of 25
10. Question
Category: ITIL 4 Foundation – 7.0 Understand 7 ITIL practicesThe classification, ownership and communication of service requests and incidents coordinates with which practice?
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Question 11 of 25
11. Question
Category: ITIL 4 Foundation – 2.0 Understand how the ITIL guiding principles can help an organization adopt and adapt service managementUsing existing services, processes, people, and tools when improving services is a recommendation of which ITIL guiding principle?
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Question 12 of 25
12. Question
Category: ITIL 4 Foundation – 7.0 Understand 7 ITIL practicesFill in the blank:
The management of major incidents and the management of information security incidents usually require ________.
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Question 13 of 25
13. Question
Category: ITIL 4 Foundation – 2.0 Understand how the ITIL guiding principles can help an organization adopt and adapt service managementEliminating activities that do not contribute to the creation of value is a recommendation of which guiding principle?
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Question 14 of 25
14. Question
Category: ITIL 4 Foundation – 7.0 Understand 7 ITIL practicesA service request may include which of the following?
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Question 15 of 25
15. Question
Category: ITIL 4 Foundation – 3.0 Understand the four dimensions of service managementHow knowledge assets should be protected is a consideration of which dimension of service management?
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Question 16 of 25
16. Question
Category: ITIL 4 Foundation – 3.0 Understand the four dimensions of service managementA workflow management system is included in which dimension of service management?
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Question 17 of 25
17. Question
Category: ITIL 4 Foundation – 4.0 Understand the purpose and components of the ITIL service value systemWhich of the following is NOT an ITIL service value system component?
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Question 18 of 25
18. Question
Category: ITIL 4 Foundation – 4.0 Understand the purpose and components of the ITIL service value systemThe service value system describes which of the following?
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Question 19 of 25
19. Question
Category: ITIL 4 Foundation – 5.0 Understand the activities of the service value chain, and how they interconnectThe service value chain facilitates which of the following outcomes?
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Question 20 of 25
20. Question
Category: ITIL 4 Foundation – 5.0 Understand the activities of the service value chain, and how they interconnectActivities within the service value chain are interconnected by which of the following?
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Question 21 of 25
21. Question
Category: ITIL 4 Foundation – 5.0 Understand the activities of the service value chain, and how they interconnect“Plan”, “improve”, and “engage” are best categorized by which of the following?
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Question 22 of 25
22. Question
Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service managementWhat statement defines a warranty?
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Question 23 of 25
23. Question
Category: ITIL 4 Foundation – 5.0 Understand the activities of the service value chain, and how they interconnectThe purpose of the “design and transition” value chain activity includes which of the following?
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Question 24 of 25
24. Question
Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service managementWhat is defined as 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?
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Question 25 of 25
25. Question
Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practicesTo support the agreed quality of the service by handling all user-initiated service requests is the purpose of which practice?
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