ISO 20000 Certification ITIL Foundation 1

Question 1

Which of the four dimensions of service management in ITIL 4 addresses the roles, responsibilities, and systems of authority within an organization?

Accepted Answer

Organizations and people

Answer

Information and technology

Answer

Partners and suppliers

Answer

Value streams and processes

Question 2

In ITIL 4, which activity in the Service Value Chain is responsible for ensuring that service components are available when and where they are needed?

Accepted Answer

Obtain/build

Answer

Improve

Answer

Deliver and support

Answer

Engage

Question 3

What term does ITIL 4 use to describe anything that might cause harm, loss, or make achieving objectives more difficult?

Accepted Answer

Risk

Answer

Issue

Answer

Incident

Answer

Problem

Question 4

Which ITIL 4 guiding principle advises that work should be divided into smaller, manageable sections that can be executed and completed in a timely manner?

Accepted Answer

Progress iteratively with feedback

Answer

Focus on value

Answer

Think and work holistically

Answer

Collaborate and promote visibility

Question 5

In ITIL 4, which practice is primarily concerned with identifying the root causes of recurring incidents to prevent future occurrences?

Accepted Answer

Problem management

Answer

Incident management

Answer

Change enablement

Answer

Service level management

Question 6

Which of the following best describes a 'service offering' in ITIL 4?

Accepted Answer

A specific combination of goods, service actions, and access to resources designed for a target consumer group

Answer

A formal agreement between a service provider and a customer

Answer

The total revenue generated by a service over its lifecycle

Answer

A set of specialized organizational capabilities for delivering value to customers