PeopleCert ITIL-4-Foundation ITIL 4 Exam Practice Test Instant Access

Question 1

Which statement about service relationship management is CORRECT?

AIt focuses on the service actions performed by users

BIt requires the service consumer to create resources for the service provider

CIt requires co-operation of both the service provider and service consumer

DIt focuses on the fulfilment of the agreed service actions

Answer : C

Question 2

Which term describes the functionality offered by a service?

Acost

BUtility

CWarranty

DRisk

Answer : B

Question 3

Which is an external input to the service value chain?

AThe 'improve' value chain activity

BAn overall plan

CCustomer requirements

DFeedback loops

Answer : C

Question 4

Which practice provides a single point of contact for users?

AIncident management

BChange control

CService desk

DService request management

Answer : C

Question 5

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

AService relationship management

BService consumption

CThe service value system

DThe release management' practice

Answer : C

Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to:

Achieve its goals in delivering quality and cost effective services

Meet the needs of its customers

Satisfy the requirements of its stakeholders

https://www.bmc.com/blogs/itil-service-value-system/

Question 6

What should a release policy include?

AThe process owner and process manager for each type of release

BThe roles and responsibilities for incident and problem resolution

CThe naming convention and expected frequency of each type of release

DThe naming convention for all configuration items (CI) recorded in the configuration management system
(CMS)

Answer : C

Question 7

What is a definition of a service improvement plan (SIP)?

AA formal plan to implement improvements to a customer's business processes

BAn input from availability management to service level management, detailing the service design plan

CA formal plan to implement improvements to a service or process

DAn input from financial management for IT services to service level management, detailing the budget plan

Answer : C

D18912E1457D5D1DDCBD40AB3BF70D5D

PeopleCert ITIL 4 Foundation ITIL-4-Foundation ITIL 4 Exam Practice Test