Free Access ITIL.ITIL-4-Foundation.v2023-10-18.q236 Practice Test (Page 35)

Which is a description of service provision?

A.A formal description of one or more services, designed to address the needs of a service consumer

B.Activities that an organization performs to deliver services

C.A way to help create value by facilitating outcomes that service consumers need

D.Cooperation between two organizations to ensure that a service delivers value

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A.outcomes

B.costs

C.outputs

D.risks

Which practice is most likely to benefit from the use of chatbots?

A.Change enablement

B.Service level management

C.Service desk

D.Continual improvement

Which describes a standard change?

A.A change that is typically implemented as a service request

B.A high-risk change that needs very thorough assessment

C.A change that needs to be scheduled, assessed and authorized following a defined process

D.A change that must be implemented as soon as possible

For which purpose would the continual improvement practice use a SWOT analysis?

A.Understanding the current state

B.Defining the future desired state

C.Tracking and managing ideas

D.Ensuring everyone actively participates

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