Practice Free ITIL 4 Specialist Collaborate Assure and Improve Exam Online Questions
Question #81
Which of the following metrics is most closely associated with service quality?
- A . Number of incidents reported
- B . Customer satisfaction score
- C . Time taken to resolve incidents
- D . IT staff turnover rate
Correct Answer: B
Question #82
What is the primary purpose of effective stakeholder communication in value co-creation?
- A . To increase the number of meetings
- B . To ensure all voices are heard without any outcome
- C . To align stakeholder expectations with business goals
- D . To reduce operational costs
Correct Answer: C
Question #83
How does ITIL 4 define a ‘service’?
- A . A product that is sold
- B . A means of delivering value to customers
- C . A technical solution
- D . A process to manage resources
Correct Answer: B
Question #84
What is the primary purpose of value stream mapping in ITIL 4?
- A . To design marketing strategies
- B . To identify waste and improve efficiency
- C . To manage financial risk
- D . To enforce compliance standards
Correct Answer: B
Question #85
Which of the following is NOT a component of the ITIL Maturity Model?
- A . Process capability
- B . Leadership commitment
- C . Culture
- D . Performance risk
Correct Answer: D
Question #86
Which of the following tools is useful for ensuring stakeholder requirements are documented and communicated?
- A . Service desk software
- B . Project management tools
- C . Business analysis tools
- D . Knowledge management systems
Correct Answer: C
Question #87
How can an organization identify improvement opportunities within its value streams?
- A . By strictly adhering to existing practices
- B . By monitoring and analyzing performance metrics
- C . By eliminating all forms of feedback
- D . By focusing on individual team goals only
Correct Answer: B
Question #88
Which principle of ITIL 4 emphasizes the importance of starting where you are?
- A . Focus on value
- B . Progress iteratively with feedback
- C . Optimize and automate
- D . Collaborate and promote visibility
Correct Answer: A
Question #89
What is a strategic requirement in the context of IT service management?
- A . The number of incidents resolved per day
- B . The alignment of IT services with business outcomes
- C . The average time to deploy new technologies
- D . The cost of IT service delivery
Correct Answer: B
Question #90
What is the primary purpose of using metrics in IT service management?
- A . To increase the number of services offered
- B . To demonstrate the value of IT services
- C . To minimize service costs
- D . To reduce the need for stakeholder communication
Correct Answer: B