FREE ISO 20000 Certification ITIL Foundation 4 Questions and Answers Flashcards
6 cards from real ISO 20000 Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 FREE ISO 20000 Certification ITIL Foundation 4 Questions and Answers flashcards as text
Which ITIL 4 guiding principle states that no service or process should operate in isolation?
Answer: Think and work holistically
The 'Think and work holistically' principle recognizes that services and components are interconnected and must be managed as a whole.
In ITIL 4, what is the definition of a 'service'?
Answer: A means of enabling value co-creation by facilitating outcomes that customers want to achieve without managing specific costs and risks
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.
What is the purpose of the 'service desk' practice in ITIL 4?
Answer: To capture demand for incident resolution and service requests
The service desk serves as the single point of contact to capture demand for incident resolution and service requests from users.
Which activity in the ITIL 4 Service Value Chain focuses on ensuring a shared understanding of the vision, current status, and improvement direction?
Answer: Plan
The Plan activity ensures a shared understanding of the vision, current status, and improvement direction for all products and services.
In ITIL 4, what distinguishes a 'problem' from an 'incident'?
Answer: A problem is the cause or potential cause of one or more incidents
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.
Which ITIL 4 guiding principle encourages making work visible, avoiding hidden agendas, and sharing information to the greatest extent possible?
Answer: Collaborate and promote visibility
The 'Collaborate and promote visibility' principle advocates transparency, sharing information, and working together across boundaries.