Practice Free ITIL 4 Specialist Collaborate Assure and Improve Exam Online Questions
Which of the following is an example of a lagging indicator in performance metrics?
- A . Net Promoter Score (NPS)
- B . First Call Resolution Rate
- C . Volume of change requests
- D . Mean Time to Recover (MTTR)
Which principle of ITIL 4 emphasizes that everything should be based on observable facts?
- A . Start where you are
- B . Focus on value
- C . Progress iteratively with feedback
- D . Keep it simple and practical
When evaluating the success of changes implemented in a service, which of the following metrics would least likely be used?
- A . Change success rate
- B . User satisfaction score
- C . Number of incidents caused by the change
- D . Percentage of attendance at change review meetings
What is a key benefit of applying metrics in ITIL practices?
- A . They eliminate the need for continuous improvement.
- B . They provide a way to measure performance and identify areas for improvement.
- C . They focus solely on financial performance.
- D . They are used only for compliance purposes.
What challenge is commonly faced when implementing ITIL 4 practices?
- A . Increased budget allocations
- B . Resistance to change from stakeholders
- C . Overly simplistic processes
- D . Clarity in communication
What is the primary purpose of integrating multiple ITIL practices within an organization?
- A . To increase resource consumption
- B . To create service silos
- C . To ensure a holistic approach to service management
- D . To reduce the need for change
What is the primary purpose of engaging stakeholders in the co-creation of value?
- A . To gather information for audits
- B . To align operational activities with business goals
- C . To report on project performance
- D . To enforce compliance with policies
Which of the following practices is primarily concerned with managing stakeholder relationships and ensuring that needs are met?
- A . Service Request Management
- B . Relationship Management
- C . Incident Management
- D . Change Control
How can organizations use the ITIL Maturity Model to improve performance?
- A . By eliminating all processes completely
- B . By reviewing and refining practices based on maturity assessments
- C . By mandating that all staff become ITIL certified
- D . By focusing solely on technology solutions
Which of the following is a key value of ITIL 4 that supports organizational agility?
- A . Rigid governance structures
- B . Managing services in isolation
- C . Iterative and incremental development
- D . Detailed documentation and compliance