ITIL Foundation 4 Flashcards
7 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 7 ITIL Foundation 4 flashcards as text
Which ITIL 4 guiding principle recommends starting with what already exists rather than building from scratch?
Answer: Start where you are
'Start where you are' advises organizations to assess and leverage existing services, processes, and tools before creating new ones.
In ITIL 4, what is the primary purpose of the 'Service Desk' practice?
Answer: Capture demand for incident resolution and service requests
The Service Desk practice serves as the single point of contact between the service provider and users, capturing and managing incidents and service requests.
What does the ITIL 4 term 'warranty' refer to in the context of service value?
Answer: Assurance that a service will meet agreed requirements
Warranty assures that a service is fit for use by ensuring it meets agreed levels of availability, capacity, continuity, and security.
Which component of the ITIL 4 Service Value System represents the governance body that directs the organization?
Answer: Governing body
The governing body provides direction and policies that ensure organizational activities align with overall objectives within the SVS.
In ITIL 4, which activity in the service value chain is focused on ensuring that components meet specifications?
Answer: Obtain/Build
'Obtain/Build' ensures that service components are available when and where needed and meet agreed specifications.
Which ITIL 4 practice is responsible for setting clear business-based targets for service performance?
Answer: Service Level Management
Service Level Management negotiates and monitors Service Level Agreements (SLAs) to ensure service performance meets business expectations.
What is the meaning of 'shift-left' in the context of ITIL 4 service management?
Answer: Transferring more support capabilities to users and lower support tiers
Shift-left means moving knowledge and resolution capability closer to the user, enabling self-service and first-contact resolution at lower support levels.