ITIL V4 题库资料2022

1. Which guiding principle helps to ensure that better information is available for decision making?

A. Keep it simple and practical

B. Think and work holistically

C. Optimize and auto………….

D. Collaborate a……… …….isibility

Answer: D

2. Which practice has a purpose that includes observing a service to report selected changes of state

identified as events?

E. Information security management

B. A change that is typically implemented as a service request

C. A high-risk change that needs very thorough assessment

D. A change that must be implemented as soon as possible

Answer: B

4. How does information about problems and known errors contribute to ‘incident management’?

A. It enables quick and efficient diagnosis of incidents

B. It removed the need for regular customer updates

C. It removes the need for collaboration during incident resolution

D. It enables the reassessment of known errors

Answer: A

6. What defines the requirements for a service and takes responsibility for the outcomes of service

consumption?

A. An IT asset

B. A customer

C. A configuration item (CI)

D. A user

Answer: B

7. Which stakeholders co-create value in a service relationship?

A. Investor and supplier

B. Changes that need to be scheduled and assessed following a process

C. Changes that are typically initiated as service requests

D. Changes that must be implemented as soon as possible

Answer: B

9. What is the expected outcome from using a service value chain?

A. Service value streams

B. Customer engagement

C. Value realization

D. The application of practices

Answer: C

11. Which skill is an essential part of the ‘Service level management’ practice?

A. Technical knowledge

B. Listening

C. Diagnosis

D. Problem analysis

Answer: B

12. What are the three phases of ‘problem management’?

A. Problem logging, problem classification, problem resolution

B. Incident management, problem management, change control

Answer: C

13. Which is a purpose of the ‘engage’ value chain activity?

A. Meeting expectations for quality, costs and time-to-market

C. Ensuring the continual improvement of services

D. Ensuring that the organization’s vision is understood

Answer: B

14. Identify the missing word in the following sentence.

C. Customers

Answer: B

A. How all the components and activities of the organization work together as a system to

enable value creation

consumer group

C. Joint activities performed by a service provider and a service consumer to ensure

continual value co-creation