ISO 20000 Certification ITIL Foundation 4 2

Question 1

Which ITIL 4 guiding principle recommends starting with what already exists rather than building from scratch?

Accepted Answer

Start where you are

Answer

'Start where you are' advises organizations to assess and leverage existing services, processes, and tools before creating new ones.

Question 2

In ITIL 4, what is the primary purpose of the 'Service Desk' practice?

Accepted Answer

Capture demand for incident resolution and service requests

Answer

The Service Desk practice serves as the single point of contact between the service provider and users, capturing and managing incidents and service requests.

Question 3

What does the ITIL 4 term 'warranty' refer to in the context of service value?

Accepted Answer

Assurance that a service will meet agreed requirements

Answer

Warranty assures that a service is fit for use by ensuring it meets agreed levels of availability, capacity, continuity, and security.

Question 4

Which component of the ITIL 4 Service Value System represents the governance body that directs the organization?

Accepted Answer

Governing body

Answer

The governing body provides direction and policies that ensure organizational activities align with overall objectives within the SVS.

Question 5

In ITIL 4, which activity in the service value chain is focused on ensuring that components meet specifications?

Accepted Answer

Obtain/Build

Answer

'Obtain/Build' ensures that service components are available when and where needed and meet agreed specifications.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ITIL Foundation 4 2