ยินดีต้อนรับสู่แบบทดสอบ ITILv4 เมื่อทำข้อสอบทั้งหมดเรียบร้อยแล้วกด Submit เฉลยจะแสดงขึ้นมา
Welcome to the ITILv4 quiz. Once you have completed all the questions, click "Submit" and the answers will be displayed.
2. What is the definition of 'service management'?
3. Which of the following terms is more suitable to describe the functionality of a service?
4. Which of the following statements about 'outcomes' is TRUE?
5. What ensures that service providers and service consumers continue to create value together?
6. Which ITIL concept helps an organization to make good decisions?
7. A good way to apply the ITIL guiding principle 'focus on value' is to:
8. What are the KEY stakeholder groups that service providers should cooperate with?
9. A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
10. Which activity is NOT recommended by the 'start where you are' guiding principle?
11. Which is recommended as part of the 'progress iteratively with feedback' guiding principle?
12. When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
13. Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
14. Which is an input to the service value system?
15. Which service value chain activity relates with buying new products?
16. Which of the following statements is included in the 'improve' value chain activity's purpose?
17. Which statement about the purpose of the Monitoring and event management practice is TRUE?
18. Which practice has a purpose that involves creating closer, more collaborative relationships?
19. Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.
20. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
21. Identify the missing word(s) in the following sentence. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing [?] and known errors.
22. Which describes an unresolved problem which has been already analysed?
23. Which term is used to define "any component that needs to be managed in order to deliver an IT service"?
24. Which is the BEST type of resource for investigating complex incidents?
25. Which practice conducts reviews to validate that services are covering the needs of the customer?
26. What is the MOST LIKELY reason that incident management would need a temporary team to work together?
27. Which is an example of a service request?
28. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
29. Which practice needs the right culture to be embedded across the entire organization?
30. Which term is used to describe removing something that could have an effect on a service?
31. What is the CORRECT order for the three phases of problem management?
32. What is MOST LIKELY to be handled as a service request?
33. What is the difference between the 'incident management' and 'service desk' practices?
34. What is used as a tool to help define and measure performance?
35. Which of the following statements about change authorization is CORRECT?
36. Which practice guarantees that users have a range of access channels to choose from to report problems?
37. Which of the following is a necessity to a successful service level agreement (SLAs)?
38. Which is the MOST LIKELY way of resolving major incidents?
39. Which statement about a 'continual improvement register (CIR)' is TRUE?
40. A user wants to know how to create a report, so they come into contact with the service desk. Which practice is MOST LIKELY to help with the solution of this issue?
