Axelos ITIL 4 Test

Question 1

What is the effect of increased automation on the ‘service desk’ practice?

Answer 1

Greater ability to focus on customer experience when personal contact is needed

Question 2

Which term describes the functionality offered by a service?

Answer 2

Utility

Question 3

Which is the purpose of the ‘monitoring and event management’ practice?

Answer 3

To systematically observe services and service components, and record and report selected changes of state

Question 4

What should all ‘continual improvement’ decisions be based on?

Answer 4

Accurate and carefully analysed data

Question 5

How do all value chain activities transform inputs to outputs?

Answer 5

By using a combination of practices

Question 6

How does customer engagement contribute to the ‘service level management’ practice?

1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions

Answer 6

1. It captures information that metrics can be based on

4. It supports progress discussions

Question 7

What is the starting point for optimization?

Answer 7

Understanding the vision and objectives of the organization

Question 8

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.

Answer 8

service value system

Question 9

Which practice provides support for managing feedback, compliments and complaints from users?

Answer 9

Service request management

Question 10

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Answer 10

Service relationship management

Question 11

Which practice may involve the initiation of disaster recovery?

Answer 11

Incident management

Question 12

What type of change is MOST likely to be managed by the ‘service request management’ practice?

Answer 12

A standard change

Question 13

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

Answer 13

Collaborate and promote visibility

Question 14

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

Answer 14

A service

Question 15

Which statement about change authorization is CORRECT?

Answer 15

A change authority should be assigned to each type of change and change model

Question 16

Which dimension of service management considers governance, management, and communication?

Answer 16

Organizations and people

Question 17

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

Answer 17

analysed

Question 18

Which statement about known errors and problems is CORRECT?

Answer 18

Known error is the status assigned to a problem after it has been analysed

Question 19

What does the ‘service request management’ practice depend on for maximum efficiency?

Answer 19

Processes and procedures

Question 20

Which statement about the ‘service desk’ practice is CORRECT?

Answer 20

It needs a practical understanding of the business processes

Question 21

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Answer 21

Service configuration management

Question 22

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Answer 22

Incident management

Question 23

Identify the missing word in the following sentence.

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Answer 23

outcomes

Question 24

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Answer 24

Progress iteratively with feedback

Question 25

What should be done for every problem?

Answer 25

It should be prioritized based on its potential impact and probability

Question 26

How should an organization include third-party suppliers in the continual improvement of services?

Answer 26

Ensure suppliers include details of their approach to service improvement in contracts

Question 27

What considerations influence the supplier strategy of an organization?

Answer 27

Corporate culture of the organization

Question 28

What is a problem?

Answer 28

A cause or potential cause of one or more incidents

Question 29

What is the purpose of the ‘relationship management’ practice?

Answer 29

To establish and nurture the links between the organization and its stakeholders at strategic
and tactical levels

Question 30

Which is intended to help an organization adopt and adapt ITIL guidance?

Answer 30

The guiding principles

Question 31

What is an output?

Answer 31

Something created by carrying out an activity

Question 32

What is the reason for using a balanced bundle of service metrics?

Answer 32

It provides an outcome-based view of services

Question 33

Why should incidents be prioritized?

Answer 33

To ensure that incidents with the highest business impact are resolved first

Question 34

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Answer 34

IT asset management

Question 35

Why should service desk staff detect recurring issues?

Answer 35

To help identify problems

Question 36

Which value chain activity communicates the current status of all four dimensions of service management?

Answer 36

Plan

Question 37

Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?

Answer 37

Focus on value

Question 38

Which practice provides visibility of the organization’s services by capturing and reporting on service performance?

Answer 38

Service level management

Question 39

Which is the BEST example of an emergency change?

Answer 39

The implementation of a security patch to a critical software application

Question 40

Which guiding principle recommends assessing the current state and deciding what can be reused?

Answer 40

Start where you are