ITIL 4 Practice Quiz: ITIL 4 Foundation Quiz 9

1. Dawn is looking at the projected costs for delivering a service in the coming year and determining if the organization will have a revenue shortfall. What financial management activity is Dawn engaged in?

• Budgeting
• Planning
• Accounting
• Charging

2. When developing a service catalog, which view contains information on services that enable customer-facing services?

• Transitional view
• Customer service view
• Technical view
• Business view

3. Brenda is testing a new IT service. What phase of the ITIL service lifecycle includes Brenda’s work?

• Service Operation
• Service Strategy
• Service Design
• Service Transition

4. The knowledge management process transforms [Fill in the blank] into [Fill in the blank].

• Information; data
• Knowledge; information
• Data; wisdom
• Wisdom; information

5. What component of the incident management process determines the impact of an incident?

• Incident categorization
• Initial diagnosis
• Incident prioritization
• Incident logging

6. What type of ITIL service provider is funded as part of business overhead?

• External service provider
• Core service provider
• Shared service unit
• Internal service provider

7. Which one of the following is not a core component of the value that services provide to the organization?

• Perceptions
• Business outcomes
• Preferences
• Reliability

8. Which one of the following statements is true about ITIL processes?

• ITIL processes are flexible and respond to different types of events.
• ITIL processes have different types of results depending upon the inputs.
• ITIL processes are strictly defined by global standards.
• ITIL processes are measurable.

9. Gwen is a senior technologist in an organization. She hears from a friend on another team that the friend’s team is having difficulty accessing a database. Where should Gwen refer her friend?

• Database team
• Gwen’s manager
• Database manager
• Service desk

10. Service management is a set of specialized capabilities that transform [Fill in the blank] into [Fill in the blank].

• Service assets; services
• Service stakeholders; service assets
• Services; service assets
• Service assets; service stakeholders