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  1. ITIL 4 Foundation – 1.0 Understand the key concepts of service management 0%
  2. ITIL 4 Foundation – 2.0 Understand how the ITIL guiding principles can help an organization adopt and adapt service management 0%
  3. ITIL 4 Foundation – 3.0 Understand the four dimensions of service management 0%
  4. ITIL 4 Foundation – 4.0 Understand the purpose and components of the ITIL service value system 0%
  5. ITIL 4 Foundation – 5.0 Understand the activities of the service value chain, and how they interconnect 0%
  6. ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practices 0%
  7. ITIL 4 Foundation – 7.0 Understand 7 ITIL practices 0%
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  1. Question 1 of 25
    1. Question
    Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service management

    Which statement is CORRECT with regards to outcomes?

    Correct
    Incorrect
  2. Question 2 of 25
    2. Question
    Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practices

    The purpose of the “deployment management” practice is stated by which of the following?

    Correct
    Incorrect
  3. Question 3 of 25
    3. Question
    Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service management

    A service consumer contributes to the reduction of risk in which way?

    Correct
    Incorrect
  4. Question 4 of 25
    4. Question
    Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practices

    Fill 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.

    Correct
    Incorrect
  5. Question 5 of 25
    5. Question
    Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service management

    Service provision includes:

    Correct
    Incorrect
  6. Question 6 of 25
    6. Question
    Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practices

    Fill in the blank:

    ________ is defined as a cause, or potential cause, of one or more incidents?

    Correct
    Incorrect
  7. Question 7 of 25
    7. Question
    Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service management

    Which is an action performed by a service provider when provisioning a service?

    Correct
    Incorrect
  8. Question 8 of 25
    8. Question
    Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practices

    Fill in the blank:

    The definition of “change” is the addition, modification, or removal of anything that could have a direct or indirect effect on ________.

    Correct
    Incorrect
  9. 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 management

    What application do ITIL guiding principles have within an organization?

    Correct
    Incorrect
  10. Question 10 of 25
    10. Question
    Category: ITIL 4 Foundation – 7.0 Understand 7 ITIL practices

    The classification, ownership and communication of service requests and incidents coordinates with which practice?

    Correct
    Incorrect
  11. 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 management

    Using existing services, processes, people, and tools when improving services is a recommendation of which ITIL guiding principle?

    Correct
    Incorrect
  12. Question 12 of 25
    12. Question
    Category: ITIL 4 Foundation – 7.0 Understand 7 ITIL practices

    Fill in the blank:

    The management of major incidents and the management of information security incidents usually require ________.

    Correct
    Incorrect
  13. 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 management

    Eliminating activities that do not contribute to the creation of value is a recommendation of which guiding principle?

    Correct
    Incorrect
  14. Question 14 of 25
    14. Question
    Category: ITIL 4 Foundation – 7.0 Understand 7 ITIL practices

    A service request may include which of the following?

    Correct
    Incorrect
  15. Question 15 of 25
    15. Question
    Category: ITIL 4 Foundation – 3.0 Understand the four dimensions of service management

    How knowledge assets should be protected is a consideration of which dimension of service management?

    Correct
    Incorrect
  16. Question 16 of 25
    16. Question
    Category: ITIL 4 Foundation – 3.0 Understand the four dimensions of service management

    A workflow management system is included in which dimension of service management?

    Correct
    Incorrect
  17. Question 17 of 25
    17. Question
    Category: ITIL 4 Foundation – 4.0 Understand the purpose and components of the ITIL service value system

    Which of the following is NOT an ITIL service value system component?

    Correct
    Incorrect
  18. Question 18 of 25
    18. Question
    Category: ITIL 4 Foundation – 4.0 Understand the purpose and components of the ITIL service value system

    The service value system describes which of the following?

    Correct
    Incorrect
  19. Question 19 of 25
    19. Question
    Category: ITIL 4 Foundation – 5.0 Understand the activities of the service value chain, and how they interconnect

    The service value chain facilitates which of the following outcomes?

    Correct
    Incorrect
  20. Question 20 of 25
    20. Question
    Category: ITIL 4 Foundation – 5.0 Understand the activities of the service value chain, and how they interconnect

    Activities within the service value chain are interconnected by which of the following?

    Correct
    Incorrect
  21. 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?

    Correct
    Incorrect
  22. Question 22 of 25
    22. Question
    Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service management

    What statement defines a warranty?

    Correct
    Incorrect
  23. Question 23 of 25
    23. Question
    Category: ITIL 4 Foundation – 5.0 Understand the activities of the service value chain, and how they interconnect

    The purpose of the “design and transition” value chain activity includes which of the following?

    Correct
    Incorrect
  24. Question 24 of 25
    24. Question
    Category: ITIL 4 Foundation – 1.0 Understand the key concepts of service management

    What 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?

    Correct
    Incorrect
  25. Question 25 of 25
    25. Question
    Category: ITIL 4 Foundation – 6.0 Know the purpose and key terms of 15 ITIL practices

    To support the agreed quality of the service by handling all user-initiated service requests is the purpose of which practice?

    Correct
    Incorrect

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