Practice Free ITIL 4 Specialist Collaborate Assure and Improve Exam Online Questions
In the context of ITIL 4, which term refers to the capacity to deliver services and outcomes?
- A . Service value
- B . Service capability
- C . Service resources
- D . Service operation
Which of the following is a characteristic of a Level 2 (Managed) maturity?
- A . Informal processes
- B . Defined roles and responsibilities
- C . Unpredictable outcomes
- D . Absence of metrics
When developing capabilities using the ITIL Maturity Model, which of the following should be prioritized?
- A . Increasing the number of ITIL certifications in the organization
- B . Achieving alignment between IT practices and business objectives
- C . Purchasing new technology solutions
- D . Reducing costs across all departments
Which of the following best defines stakeholder engagement?
- A . Informing stakeholders about company policies
- B . Understanding stakeholder needs and expectations
- C . Conducting market research
- D . Enhancing product quality
In what capacity can Relationship Management enhance the functions of Service Portfolio Management?
- A . It keeps clients’ demands hidden from Service Portfolio Management.
- B . It helps identify and prioritize services based on stakeholder engagement and feedback.
- C . It has no influence on Service Portfolio decisions.
- D . It solely manages resources within the portfolio.
What does the ‘continual improvement’ practice primarily aim to achieve?
- A . Short-term service implementation
- B . Long-term service excellence
- C . Consistency in service delivery
- D . Adherence to industry regulations
What challenge does ITIL 4 aim to address in traditional IT service management approaches?
- A . Overemphasis on processes
- B . Lack of stakeholder engagement
- C . Inflexibility in service design
- D . Reliance on legacy technologies
Which metric is crucial for assessing the effectiveness of an incident management practice?
- A . Mean Time to Repair (MTTR)
- B . Number of user training sessions
- C . Total revenue from IT services
- D . Capacity utilization ratio
Which of the following is a key success factor for effective change management?
- A . High volume of changes
- B . Involvement of all stakeholders
- C . Absence of documented procedures
- D . Frequent ad-hoc changes
What assessment technique can be utilized to evaluate the maturity of IT service management practices?
- A . SWOT analysis
- B . ITIL Maturity Model
- C . Benchmarking
- D . Project budget analysis