ITIL 4 Practice Quiz: ITIL 4 Foundation Quiz 3

1. Which one of the following statements best describes service management?

• A set of generalized best practices for providing value to suppliers
• A set of specialized organizational capabilities for providing value to customers
• A set of coordinated activities that produce an outcome
• A set of generalized best practices for providing value to customers

2. Victor accesses a web-based e-mail service on a daily basis as part of his work. The e-mail account is provided by a cloud service provider under contract to Victor’s company.

In this scenario, how would Victor be described in the ITIL framework?

• Function
• User
• Supplier
• Customer

3. Victor accesses a web-based e-mail service on a daily basis as part of his work. The e-mail account is provided by a cloud service provider under contract to Victor’s company.

In this scenario, how would the cloud service provider be described under the ITIL framework?

• User
• Function
• Supplier
• Customer

4. Brenda is reviewing customer invoices to ensure that all of the customers served by her business unit were invoiced for those services. What ITIL activity is Brenda engaged in?

• Budgeting
• Accounting
• Reconciling
• Charging

5. What component of availability is typically measured using the Mean Time Between Failures (MTBF)?

• Elasticity
• Reliability
• Maintainability
• Serviceability

6. What type of change can take place without obtaining approval from some or all of the CAB each time?

• Emergency change
• Standard change
• Request for change
• Normal change

7. Response time for a server is an example of what type of metric?

• Process metric
• Service metric
• Critical success factor
• Technology metric

8. What part of an ITIL-focused service portfolio includes services that are under development or undergoing changes?

• Service pipeline
• Design services
• Retired services
• Service catalog

9. What value criterion do customers usually rely upon when choosing a service?

• Mission
• Warranty
• Price
• Utility

10. When using the RACI framework, what does the C stand for?

• Competent
• Confirmed
• Consulted
• Concerned