Question 1

What is the key objective of the ITIL 4 practice of "service configuration management" within the context of service delivery?

Options :

A : To manage and control service configuration items

B : To maintain an inventory of IT assets

C : To document approved changes

D : To optimize resource allocation

Answer: A

Question 2

What is the purpose of creating a service value stream in ITIL 4?

Options :

A : To facilitate efficient delivery of services

B : To improve customer satisfaction

C : To optimize resource allocation

D : To enhance the quality of services

Answer: A

Question 3

How does Change Control contribute to the creation, delivery, and support across the SVS and value streams?

Options :

A : It helps in processing payments

B : It helps in managing changes to the infrastructure

C : It helps in developing new services

D : It helps in creating IT policies

Answer: B

Question 4

How does the ITIL practice of Incident Management contribute to the creation, delivery, and support across the SVS and value streams?

Options :

A : By managing user feedback and satisfaction surveys

B : By ensuring the continuous improvement of service quality

C : By identifying and resolving underlying problems

D : By managing the lifecycle of all incidents to resolution

Answer: D

Question 5

What role does continuous improvement play in planning and building a service value stream?

Options :

A : It is irrelevant to the process

B : It is optional and depends on the organization-s preference

C : It is crucial for optimizing the service delivery process

D : It is only necessary during the initial design phase

Answer: C