Practice Free ITIL 4 Specialist Collaborate Assure and Improve Exam Online Questions
Which of the following is an example of a process maturity assessment metric?
- A . Change adoption rate
- B . Number of documented procedures
- C . Customer satisfaction score
- D . Employee attrition rate
Which method is effective in assessing stakeholder satisfaction regarding co-created value?
- A . Employee performance reviews
- B . Surveys and feedback mechanisms
- C . Internal audits
- D . Financial reports
Which concept focuses on the tools and techniques that help integrate practices to deliver value?
- A . Value Creation
- B . Practice Alignment
- C . Service Design
- D . Value Stream Mapping
How can a business effectively communicate its strategic goals to stakeholders?
- A . By holding quarterly financial reviews
- B . By sending out newsletters
- C . By conducting stakeholder workshops
- D . By requiring stakeholders to sign contracts
Which of the following is a critical factor when integrating ITIL practices into value streams?
- A . Resistance to change
- B . Lack of documentation
- C . Clear communication of goals
- D . Insufficient training for staff
In ITIL, what does the term "key performance indicator" (KPI) refer to?
- A . A tool to measure customer feedback
- B . A metric that is crucial for understanding performance
- C . A report showing financial performance
- D . A method for conducting process audits
Which metric would be an example of customer satisfaction in ITIL?
- A . Net Promoter Score (NPS)
- B . Incident Resolution Time
- C . Change Success Rate
- D . Service Availability Percentage
What is the primary benefit of integrating different management practices into an organization’s value streams?
- A . Improved customer satisfaction
- B . Increased operational costs
- C . Reduced workforce productivity
- D . Decreased collaboration among teams
What is a value stream in the context of ITIL 4?
- A . A marketing strategy
- B . A sequence of activities that delivers value to stakeholders
- C . A financial auditing process
- D . A technology deployment plan
In the context of ITIL, what does the term "practice success factors" refer to?
- A . Components necessary to ensure market competitiveness
- B . Elements that contribute to the successful operation of management practices
- C . Financial resources allocated to IT services
- D . User satisfaction rates