QUICK TEST ITIL4 – 20 Min – 15 Questions

Which practice is responsible for moving components to live environments?

Which practice includes the classification and ownership of queries and requests from users?

Which practice identifies metrics that reflect the customer’s experience of a service?

What is the PRIMARY use of a change schedule?

Which service management dimension is focused on activities and how these are coordinated?

How does categorization of incidents assist the ‘incident management’ practice?

Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [ ? ] that customers want to achieve.

Which is a recommendation of the ‘continual improvement’ practice?

Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?

Which role submits service requests?

Which practice provides a single point of contact for users?

Which guiding principle recommends that the four dimensions of service management are considered?

Which would be supported by the ‘service request management’ practice?

Which practice is the responsibility of everyone in the organization?

Identify the missing word in the following sentence. The purpose of the ‘information security management’ practice is to [ ? ] the organization’s information.