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Updated Jul 22, 2025 12 Questions 1 Pages

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Question 1 Selectable Answer

Which of the four dimensions is concerned with service integration and management?

A. Partners and suppliers
B. Value streams and processes
C. Organizations and people
D. Information and technology

Answer:

Question 2 Selectable Answer

What is the definition of 'service management?

A. A result for a stakeholder enabled by one or more outputs
B. A formal description of one or more services, designed to address the needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D. A set of specialized organizational capable s for enabling value for customers in the form of services

Answer:

Question 3 Selectable Answer

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

A. Change enablement
B. IT asset management
C. Deployment management
D. Service configuration management

Answer:

Question 4 Selectable Answer

Which practice has a purpose that includes managing authentication and non-repudiation?

A. Information security management
B. IT asset management
C. Service configuration management
D. Change enablement

Answer:

Question 5 Selectable Answer

What is the customer of a service responsible for?

A. Provisioning the service
B. Defining the requirements for the service
C. Using the service
D. Authorizing the budget for the service

Answer:

Question 6 Selectable Answer

What is included in the purpose of the IT asset management' practice?

A. Making new and changed assets available for use
B. Supporting decision-making about purchase, re-use, retirement, and disposal of assets
C. Providing information on how assets are configured and the relationships between them
D. Moving assets to live or other environments for testing or staging

Answer:

Question 7 Selectable Answer

What is CORRECT about service request management?

A. A new procedure is required for each new service request
B. Complex service request procedures should be avoided
C. Service requests can be used to restore service
D. Compliments can be handled as service requests

Answer:

Question 8 Selectable Answer

What is used as a tool to help define and measure performance?

A. An incident record
B. A continual improvement register
C. A service level agreement
D. A change schedule

Answer:

Question 9 Selectable Answer

Which practice ensures that service actions, that area normal part of service delivery, are effectively handled?

A. Service level management
B. Problem management
C. Service request management
D. Incident management

Answer:

Question 10 Selectable Answer

Which step of the 'continual improvement model' defines measurable targets?

A. Where do we want to be?
B. What is the vision?
C. How do we get there?
D. Where are we now?

Answer:

Question 11 Selectable Answer

Which is described by the 'organizations and people' dimension of service management?

A. Communication and collaboration
B. Inputs and outputs
C. Contracts and agreements
D. Workflows and controls

Answer:

Question 12 Selectable Answer

Which practice needs the right culture to be embedded across the entire organization?

A. Service request management
B. Continual improvement
C. Change enablement
D. Service level management

Answer:

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ITILFND_V4

ITIL
ITIL 4 Foundation

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