ITIL-4 Certification Question and Answers
1) Which practice identifies metrics that reflect the customer's experience of a service?
a) Continual improvement
b) Service Desk
c) Service level management
d) Problem management
2) Which practice provides procedures for the initiation, approval, and fulfillment of service delivery actions, such as providing access to a folder?
a) Continual improvement
b) Incident management
c) Service level management
d) Service request management
3)What does the "service request management" practice depend on for maximum efficiency?
a) Compliments and complaints
b) Self-service tools
c) Processes and procedures
d) Incident management
4)What practice provides visibility of the organization's services by capturing and reporting service performance?
a) Service Desk
b) Service level management
c) Service request management
d)Service configuration management
5)Which role is MOST likely to contact service desk to ask for help?
a) A customer
b) A sponsor
c) A user
d) A supplier
6)What should be the steps for fulfilling every service request be?
a) Simple
b) Complex
c) Automated
d) Well-known
7)Which practice uses models and techniques in the support of the overall organization strategy?
a) Change control
b) Service Desk
c) Continual improvement
d) Service request management
8)Why should service level agreements include bundles of metrics, rather than individual metrics?
a) To ensure they are easy to understand, and use, for all parties
b) To ensure services continue to meet the needs of the organization
c) To help focus on defined outcomes and not just operational metrics
d) To help the organization achieve agreement with their suppliers
9)What type of change is most likely to be managed by the service request practice?
a) A normal change
b) An emergency change
c) A standard change
d) An application change
10)How does customer engagement contribute to the "service level management" practice?
1. It captures information that metrics can be used on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
a) 1 and 2
b) 2 and 3
c) 3 and 4
d) 1 and 4
11) Which practice provides self-service logging for users?
a) Service Desk
b) Problem management
c) Incident management
d)Change control
12)What is the effect on increased automation on "service desk" practice?
a) Greater ability to focus on customer experience when personal contact is needed
b) Decrease in self-service incident logging and resolution
c)increased ability to focus on fixing technology instead of supporting people
d)Elimination of the need to escalate incidents to support teams
13)Which practice includes classification and ownership of queries and requests from users?
a) Service Desk
b) Problem management
c) Incident management
d)Service level management
14)Which is NOT an example of a service?
a) A request for information about how to create a document
b) A request for access to a file location
a) A request to resolve an unplanned interruption to a service
a) A request to provide a laptop to a user
15)Which practice includes carrying out services reviews?
a) Service request management
b) Service level management
c) Problem management
d) Incident management
16) Which practice enables users to ask for help and information?
a) Change control
b) Service Desk
c) Problem management
d) Incident management
17)Which is the key activity in the "continual improvement" practice?
a) Resolving incidents
b) Conducting services reviews
c)Creating business cases
d)Authorizing changes
18)Which practice provides support for managing feedback, compliments, and complaint from users?
a) Change control
b) Service request management
c) Problem management
d) Incident management
19)Which other practices make use of the "service desk" practice to capture demand?
a) Problem management and incident management
b) Incident management and request management
c)Request management and change management
d)change control and problem management
20)Which should be handled using the "service request management" practice?
a) A request for a technology change that will be assessed by a technical team
b) A request to resolve the underlying cause of an incident
c)A request from a customer to develop a new IT service
d)A request from a user for provision of a pre-defined resource
