Question 1

11. What practice ensures that the service provider has sufficient capacity to meet the agreed-upon service levels?

Options :

A : Service Desk Management

B : Capacity and Performance Management

C : Service Level Management

D : Change Management

Answer: B

Question 2

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 3

What is the primary goal of the service level management practice within ITIL 4?

Options :

A : To assist in the assessment, management, and successful execution of changes to IT services.

B : To define, agree, record, monitor, measure, report, and continually improve IT service achievements.

C : To standardize methods and procedures used for efficient and prompt handling of all changes.

D : To ensure that the organization-s capacity and resources are matched to the evolving demands for services.

Answer: B

Question 4

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 5

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