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

The 'Organizations and people' dimension covers the structure, culture, staffing, and responsibilities required to deliver services effectively, including how roles and authority are defined.

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

'Obtain/build' ensures that service components — whether acquired externally or built internally — are available as required to meet demand and agreed specifications.

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

A 'risk' is defined in ITIL 4 as a possible event that could cause harm or loss, or affect the ability to achieve objectives. Managing risk is a core concern across all ITIL practices.

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

'Progress iteratively with feedback' encourages breaking work into smaller iterations, allowing teams to incorporate feedback quickly and reduce the risk of large, costly failures.

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

Problem management focuses on identifying, analyzing, and resolving the underlying causes of incidents. It aims to reduce both the likelihood and impact of incidents by addressing root causes permanently.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ITIL Foundation 1