ISO 20000 Certification ITIL Foundation 4 4

Question 1

In ITIL 4, which practice manages the handling of pre-approved, low-risk changes that follow a documented procedure?

Accepted Answer

Standard changes via Change Enablement

Answer

Standard changes are pre-authorized, low-risk, and well-understood, following an established procedure within the Change Enablement practice.

Question 2

What is the role of a 'sponsor' in ITIL 4 service relationships?

Accepted Answer

The person who authorizes the budget for the service

Answer

A sponsor authorizes the budget and resources for service consumption and is typically an executive or business owner, distinct from the user.

Question 3

Which ITIL 4 practice is primarily concerned with maintaining accurate information about all IT assets?

Accepted Answer

IT Asset Management

Answer

IT Asset Management plans and manages the full lifecycle of all IT assets to maximize value, control costs, and ensure compliance.

Question 4

In ITIL 4, what does 'focus on value' mean when applied to internal service teams?

Accepted Answer

Ensure all activities contribute to value for stakeholders

Answer

'Focus on value' means every activity, whether internal or customer-facing, should ultimately contribute to outcomes that stakeholders value.

Question 5

Which ITIL 4 SVS component contains the activities an organization performs to create value?

Accepted Answer

Service value chain

Answer

The service value chain is an operating model comprising six interconnected activities that enable value creation through service delivery.

ISO 20000 Certification Practice Test