Free Access ITIL.ITIL-4-Foundation.v2022-06-21.q145 Practice Test (Page 15)

What is used to link activities within the service value chain?

A.Service level agreements

B.Service desk

C.Inputs, outputs and triggers

D.Opportunity, demand and value

Which practice provides support for managing feedback, compliments and complaints from users?

A.Service request management

B.Change control

C.Problem management

D.Incident management

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?

A.Supplier management

B.Service desk

C.Release management

D.Problem management

Which statement about output is correct?

A.They capture customer demand for services

B.They contribute to the achievement of outcomes

C.They consist of several outcomes.

D.They describes how the service performs.

Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

A.1 and 4

B.3 and 4

C.1 and 2

D.2 and 3

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