ITIL® 4 Foundation Quiz Questions and Answers

Answer :
  • They are critical pillars of an organization and may interact in unpredictable ways

Explanation :

The four dimensions of service management in ITIL 4 are considered critical pillars of an organization and may interact in unpredictable ways, depending on the complexity and uncertainty in which an organization operates.
Answer :
  • By implementing SIAM (Service Integration and Management)

Explanation :

Organizations can effectively address the dimension of partners and suppliers in service management by implementing SIAM, which helps in managing multiple service providers and ensuring seamless service delivery.
Answer :
  • Achieving organizational objectives through well-defined structure and culture

Explanation :

The organizations and people dimension in service management focuses on achieving organizational objectives through a well-defined organizational structure, healthy culture, updated skills, and common objectives.
Answer :
  • 7

Explanation :

The Continual Improvement Model consists of 7 steps: What is the vision, Where are we now, Where do we want to be, How do we get there, Take action, Did we get there, How do we keep the momentum going.
Answer :
  • Need for faster, cheaper, greener, and easier services

Explanation :

The passage on Page 22 mentions that Axle Car Hire is facing challenges such as the need to be faster, cheaper, greener, and easier, prompting them to consider updating their approach through ITIL 4.
Answer :
  • Organizational structure and culture

Explanation :

The organizations and people dimension in ITIL service management focuses on having a well-defined organizational structure, healthy culture, updated skills and competencies, and common objectives.
Answer :
  • By protecting, managing, archiving, and disposing of information assets

Explanation :

Organizations should have a strategy to protect, manage, archive, and dispose of information assets to effectively address the information aspect of the Information and Technology dimension.
Answer :
  • By protecting, managing, and archiving information assets

Explanation :

Organizations should address information security concerns by protecting, managing, archiving, and disposing of information and knowledge assets in the information and technology dimension.
Answer :
  • By emphasizing the human side and inclusive relationships

Explanation :

The passage on Page 22 highlights that ITIL 4 enables Axle Car Hire to have a balanced focus on technology, people, and practices, emphasizing the human side and inclusive relationships.
Answer :
  • Improves performance and productivity

Explanation :

A value stream, which combines an organization's value chain activities, helps to improve performance, increase productivity, and support continual improvement in IT service management.