ITIL 4 Practice Exams Test Your Knowledge

LIMITS OF LIABILITY AND DISCLAIMER OF WARRANTY

The Author and Publisher of this book have tried their best to ensure that the programmes, procedures and functions described in the book are correct. However, the author and the publishers make no warranty of any kind, expressed or implied, with regard to these programmes or the documentation contained in the book. The author and publisher shall not be liable in any event of any damages, incidental or consequential, in connection with, or arising out of the furnishing, performance or use of these programmes, procedures and functions. Product name mentioned are used for identification purposes only and may be trademarks of their respective companies.

All trademarks referred to in the book are acknowledged as properties of their respective owners.

Dr Pratul Sharma

DEDICATION

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This book is dedicated to all the incredible professionals I have had the privilege to train in ITIL4 over the years. Your enthusiasm, curiosity, and dedication to mastering best practices in service management have been truly inspiring.

Each question in this book is a reflection of the insightful discussions, challenges, and shared learning experiences we’ve had together. Your commitment to continuous improvement and excellence in your field has been a driving force behind this work.

Thank you for your passion, perseverance, and the invaluable contributions you make to the world of IT service management. This book is for you.

CONTENTS

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ACKNOWLEDGMENTS

This book is the culmination of years of experience, learning, and collaboration, and it would not have been possible without the support and encouragement of many individuals.

First and foremost, I would like to express my deepest gratitude to the countless professionals I have had the privilege to train in ITIL4. Your dedication, insightful questions, and eagerness to learn have been a constant source of inspiration. This book is a reflection of our shared journey, and I sincerely thank you for being a part of it.

I am also immensely grateful to my seniors and colleagues from the industry who have guided and supported me throughout my career. Your wisdom, mentorship, and invaluable discussions have played a significant role in shaping my understanding of IT service management and best practices.

To my family and friends, your unwavering encouragement and patience have been my greatest strength. Your belief in me and my work has kept me motivated through every challenge, and for that, I am forever thankful.

Finally, I extend my appreciation to everyone who has contributed, directly or indirectly, to this endeavor. Your support has been instrumental in bringing this book to life.

Thank you all.

EXAM SET # 1

Question 1:

How does categorization of incidents assist incident management?

Option A: It helps direct the incident to the correct support area

Option B: It determines the priority assigned to the incident

Option C: It ensures that incidents are resolved in times agreed with the customer

Option D: It determines how the service provider is perceived

Hint for the Correct Answer:  More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team.

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Question 2:

Which value chain activity creates service components?

Option A: Improve

Option B: Engage

Option C: Obtain/build

Option D: Deliver and support

Hint for the Correct Answer:  The purpose of 'obtain/build' value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications. Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.

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Question 3:

What is the definition of warranty?

Option A: A tangible or intangible deliverable that is produced by carrying out an activity

Option B: The assurance that a product or service will meet agreed requirements

Option C: A possible event that could cause harm or loss, or make it more difficult to achieve objectives

Option D: The