ITIL 4 Practice Quiz: ITIL 4 Foundation Quiz 4

1. Which one of the following groups is not a stakeholder under the ITIL process?

• Users
• Suppliers
• Integrators
• Customers

2. Dave is a software developer at Acme Corporation. In which one of the following IT service organization functions would Dave reside?

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

3. Under the ITIL framework, who is responsible for the operational management of a process or service?

• Manager
• Owner
• Practitioner
• Customer

4. What is the first step in the ITIL Continual Service Improvement process?

• Gather the data
• Process the data
• Define what you will measure
• Identify the strategy for improvement

5. Which one of the following types of access request would be handled through an ITIL Access Management process?

• Granting access to a building
• Granting access to a remote facility
• Granting access to the IT ticketing system
• Granting access to a secured data center

6. Which one of the following functions is NOT part of the ITIL service operation stage?

• Technical Management
• IT Operations
• Service Desk
• Information Security Management

7. What repository stores digital and physical copies of configuration items in the ITIL service management framework?

• CMS
• CMDB
• DML
• XML

8. Which one of the following items is not designed during the Service Design phase of ITSM?

• Architectures
• Measurements
• Solutions
• Frameworks

9. What are the three components of value provided by a service?

• Business outcomes, profit, and perceptions
• Profit, perceptions, and preferences
• Business outcomes, perceptions, and preferences
• Business outcomes, profit, and perceptions

10. What component of service strategy identifies the vision of an organization?

• Patterns
• Plans
• Perspective
• Position