ITIL 4 Practice Quiz: ITIL 4 Foundation Quiz 4

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

• Integrators
• Users
• Customers
• Suppliers

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

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

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

• Practitioner
• Owner
• Customer
• Manager

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

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

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

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

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

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

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

• DML
• CMDB
• CMS
• XML

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

• Measurements
• Solutions
• Architectures
• Frameworks

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

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

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

• Perspective
• Position
• Patterns
• Plans