Quiz | Croma Campus

Which guiding principle recommends working closely with stakeholders and sharing information openly?

Focus on value
Start where you are
Collaborate and promote visibility
Optimize and automate

Mark for review

Which practice is responsible for ensuring that services achieve agreed and expected performance levels?

Service level management
Incident management
Problem management
Availability management

Mark for review

Which ITIL 4 practice aims to align the organization?s practices and services with changing business needs?

Continual improvement
Change control
Incident management
Problem management

Mark for review

Which practice manages service requests and incidents?

Incident management
Service desk
Service request management
Problem management

Mark for review

Which practice is responsible for managing incidents throughout their lifecycle?

Service desk
Problem management
Incident management
Change control

Mark for review

Which practice ensures that the organization?s suppliers and their performance are managed appropriately?

Supplier management
Service level management
Service request management
Problem management

Mark for review

Which practice is responsible for managing risks that could seriously impact services?

Service request management
Incident management
Information security management
Problem management

Mark for review

Which guiding principle emphasizes working with existing resources?

Collaborate and promote visibility
Progress iteratively with feedback
Start where you are
Focus on value

Mark for review

Which ITIL 4 practice helps to restore normal service operation as quickly as possible?

Incident management
Change control
Problem management
Service request management

Mark for review

What is the focus of the 'value streams and processes' dimension?

The organization?s technology
The workflow of activities
The relationships with other organizations
The people involved in the delivery of services

Mark for review

Which role is responsible for controlling the lifecycle of all changes?

Service Desk
Change Control
Incident Manager
Problem Manager

Mark for review

Which practice involves handling and solving customer queries efficiently?

Incident management
Service desk
Service request management
Change control

Mark for review

What is the purpose of the 'improve' value chain activity?

To ensure continual improvement
To plan changes to services
To manage changes to services
To ensure that IT services remain aligned with changing business needs

Mark for review

What is the key focus of the 'plan' value chain activity?

To ensure continual improvement
To understand stakeholder needs
To ensure a shared understanding of the vision and status of services
To ensure services are designed to meet needs

Mark for review

Which practice focuses on analyzing patterns in incidents to prevent future occurrences?

Problem management
Change control
Service request management
Incident management

Mark for review

Which practice manages the availability of services?

Incident management
Availability management
Change control
Problem management

Mark for review

Which practice would you use to handle a service request for a new laptop?

Service request management
Change control
Incident management
Problem management

Mark for review

Which guiding principle encourages a focus on simplicity?

Start where you are
Keep it simple and practical
Focus on value
Collaborate and promote visibility

Mark for review

What is the purpose of the service desk practice?

To ensure that the organization's suppliers meet the agreed-upon service levels
To capture demand for incident resolution and service requests
To make new and changed services available
To ensure the availability of services

Mark for review

What is 'output' as defined in ITIL 4?

The result of carrying out an activity
The value delivered to the customer
The cost incurred in delivering a service
A result for a stakeholder enabled by one or more outputs

Mark for review

What are the four dimensions of service management?

Organizations, Information, Partners, Technology
Information, Technology, Culture, Governance
Culture, Process, Technology, Partners
Organizations, Information, Technology, Partners

Mark for review

Which practice is responsible for managing incidents to minimize their impact?

Change control
Problem management
Incident management
Service request management

Mark for review

What is the purpose of the 'deliver and support' value chain activity?

To ensure that services are delivered and supported as agreed
To plan services
To improve services
To manage service components

Mark for review

Which ITIL guiding principle recommends using the minimum steps to achieve objectives?

Keep it simple and practical
Focus on value
Progress iteratively with feedback
Optimize and automate

Mark for review

Which ITIL 4 dimension considers the information and technologies used to deliver services?

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

Mark for review

What is the purpose of the 'obtain/build' value chain activity?

To ensure that service components are available when needed
To ensure the continual improvement of services
To ensure that services meet agreed-upon specifications
To ensure that the organization's strategy is achieved

Mark for review

Which practice provides a single point of contact for users?

Service request management
Service desk
Incident management
Change control

Mark for review

Which practice ensures that accurate information about services is available when and where it is needed?

Service configuration management
Knowledge management
Change control
Incident management

Mark for review

Which ITIL 4 dimension focuses on relationships with other organizations?

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

Mark for review

Which guiding principle emphasizes the need to understand the services being provided and ensure that they deliver value?

Start where you are
Focus on value
Progress iteratively with feedback
Collaborate and promote visibility

Mark for review

Online Exam Quiz

Online

Did you like this Question

Get a 1:1 Mentorship call with our Career Advisor