ITIL General Practice 4

Question 1

An organization's service desk resolves 85% of incidents on first contact. Which metric does this represent?

Accepted Answer

First-contact resolution rate

Answer

First-contact resolution rate measures the percentage of incidents resolved during the initial interaction without escalation.

Question 2

Which ITIL practice is responsible for moving new or changed services into live operation?

Accepted Answer

Deployment management

Answer

Deployment management is specifically responsible for moving components to live environments, distinct from change enablement which authorizes changes.

Question 3

According to ITIL 4, what does 'warranty' of a service mean?

Accepted Answer

Assurance that the service will meet agreed requirements when needed

Answer

Warranty refers to 'fit for use' — the service performs reliably, is available, secure, and has adequate capacity.

Question 4

Which dimension of service management considers how different parts of the organization work together and with external parties to deliver value?

Accepted Answer

Value streams and processes

Answer

Value streams and processes define the activities, workflows, and procedures that create and deliver value across the organization.

Question 5

A service owner notices that an SLA is being met technically, but customers are still unhappy. What concept does this scenario highlight?

Accepted Answer

The difference between customer experience and service metrics

Answer

Metrics can be met while customer experience suffers, highlighting that measured performance does not always reflect perceived value.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL General Practice 4