ISO 20000 Certification FREE ISO 20000 Certification ITIL Foundation 4 Questions and Answers 3

Question 1

Which ITIL 4 guiding principle states that no service or process should operate in isolation?

Accepted Answer

Think and work holistically

Answer

Progress iteratively with feedback

Answer

Optimize and automate

Answer

Collaborate and promote visibility

Question 2

In ITIL 4, what is the definition of a 'service'?

Accepted Answer

A means of enabling value co-creation by facilitating outcomes that customers want to achieve without managing specific costs and risks

Answer

A set of specialized organizational capabilities for enabling value for customers in the form of services

Answer

A documented agreement between a provider and customer

Answer

A repeatable procedure for handling service requests

Question 3

What is the purpose of the 'service desk' practice in ITIL 4?

Accepted Answer

To capture demand for incident resolution and service requests

Answer

To authorize and manage all changes in the IT environment

Answer

To identify the root cause of recurring incidents

Answer

To negotiate and document service level targets

Question 4

Which activity in the ITIL 4 Service Value Chain focuses on ensuring a shared understanding of the vision, current status, and improvement direction?

Accepted Answer

Plan

Answer

Deliver and support

Answer

Engage

Answer

Design and transition

Question 5

In ITIL 4, what distinguishes a 'problem' from an 'incident'?

Accepted Answer

A problem is the cause or potential cause of one or more incidents

Answer

A problem is always more urgent than an incident

Answer

A problem only occurs in production environments

Answer

An incident always leads to a problem record

Question 6

Which ITIL 4 guiding principle encourages making work visible, avoiding hidden agendas, and sharing information to the greatest extent possible?

Accepted Answer

Collaborate and promote visibility

Answer

Start where you are

Answer

Keep it simple and practical

Answer

Focus on value