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

The 'Think and work holistically' principle recognizes that services and components are interconnected and must be managed as a whole.

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

ITIL 4 defines a service as a means of enabling value co-creation by facilitating desired outcomes without the customer managing certain costs and risks.

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

The service desk serves as the single point of contact to capture demand for incident resolution and service requests from users.

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

The Plan activity ensures a shared understanding of the vision, current status, and improvement direction for all products and services.

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 defined as a cause or potential cause of one or more incidents, while an incident is an unplanned interruption to a service.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

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