ITIL® 4 Digital and IT Strategy Quiz Questions and Answers

What should be the main objective of an organization?

Answer :
  • Create Value

What are the activities that are performed by an organization to provide services called?

Answer :
  • Service Provision

Collaborate and promote visibility is____.

Answer :
  • A guiding principle

What impact does automation have on a service desk?

Answer :
  • Less low-level work and greater ability to focus on user experience.

Which ITIL practice recommends performing service reviews to ensure that service continues to meet the needs of the organization?

Answer :
  • Service level management

Which practice needs people who understand complex systems and have creative and analytical skills?

Answer :
  • Problem management

What includes governance as a component?

Answer :
  • The service value system

What is the definition of a known error?

Answer :
  • A problem that has been analyzed and has not been resolved

Which guiding principle uses experience from one improvement activity to improve the next activity?

Answer :
  • Progress iteratively with feedbacks

A service offering may include goods, access to resources, and service actions. Which of these is an example of service action?

Answer :
  • A service desk agent provides support to a user.