ITIL 4 Practice Quiz: ITIL 4 Foundation Quiz 5

1. Which one of the following statements about ITIL processes is incorrect?

• Processes respond to general circumstances.
• Processes are measurable.
• Processes have specific results.
• Processes provide results to customers or stakeholders.

2. Emily is the CIO of an ITIL-focused organization. She is working with her senior team to define the broad goals that the organization has for IT service. What term describes these goals?

• Process metrics
• Critical success factors
• Key performance indicators
• Key risk indicators

3. What type of ITIL event occurs during regular service operation?

• Exception
• Alarm
• Informational
• Warning

4. What group is responsible for approving change requests in an ITIL service management process?

• Change Advisory Board
• Change Authorization Board
• Change Approval Board
• Change Assessment Board

5. Which stage of the IT Service Continuity Management process conducts business impact assessments?

• Requirements and strategy
• Initiation
• Ongoing operation
• Implementation

6. What process determines the value of a service?

• Business Relationship Management
• Service Portfolio Management
• Service Financial Management
• IT Financial Management

7. What component of service strategy identifies how an organization intends to be successful in the marketplace?

• Patterns
• Position
• Plans
• Perspective

8. Which one of the following is not a risk management action under the ITIL framework?

• Risk acceptance
• Risk mitigation
• Risk avoidance
• Risk deterrence

9. In an ITIL organization, who carries out process activities by working directly with stakeholders?

• Practitioner
• Customer
• Manager
• Owner

10. Beverly is a desktop support technician. In which one of the following IT service organizations would Beverly reside?

• Service Desk
• Technical Management
• Application Management
• IT Operations Management