ISO 20000 Certification ITIL Foundation 4 5

Question 1

In ITIL 4, which guiding principle warns against adding steps or metrics that do not add value?

Accepted Answer

Keep it simple and practical

Answer

'Keep it simple and practical' means using the minimum number of steps necessary to achieve objectives and avoiding unnecessary complexity.

Question 2

What is the ITIL 4 definition of 'continual improvement'?

Accepted Answer

A recurring organizational activity to align performance with changing needs

Answer

Continual improvement is an ongoing practice that aligns an organization's services and practices with evolving business needs through incremental improvements.

Question 3

Which ITIL 4 practice manages the movement of hardware, software, or other components to live environments?

Accepted Answer

Deployment Management

Answer

Deployment Management moves new or changed components to live environments, distinct from Release Management which packages and coordinates releases.

Question 4

In ITIL 4, which dimension focuses on how different parts of an organization work together to enable value creation?

Accepted Answer

Organizations and people

Answer

The 'Organizations and people' dimension addresses roles, responsibilities, organizational culture, and staffing needed to create and deliver services.

Question 5

What is a 'service request' in ITIL 4?

Accepted Answer

A formal demand from a user for something provided as standard by the service provider

Answer

A service request is a request from a user for information, advice, a standard change, or access to a service, handled through the Service Request Management practice.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

ISO 20000 Certification ITIL Foundation 4 5