ITIL® 4 Create, Deliver & Support Quiz Questions and Answers

Which of the following sourcing models involves an organisation using resources such as staff and infrastructure?

Answers

1. Nearshoring

2. Onshoring

3. Offshoring

4. Insourcing

Which of the following provides value to an organisation by ensuring that there is end-to-end management for the organisation’s suppliers through a single entity?

Answers

1. Workforce Planning & Management

2. Integration & Data Sharing

3. Service Integration & Management

4. Shift-Left

Which of the following focuses on listening to and acknowledging customers and their needs?

Answers

1. Shift-Left

2. Collaboration & Workflow

3. Positive Communications

4. Stakeholder Management

Is the following statement true or false?

"The purpose of the ITIL® Service Value System is to ensure that everyone in the organisation works in an environment that is in line with their own beliefs, values and needs."

Answers

1. True

2. False

Which organisational structure arranges resources based on control, lines of authority or technical domain?

Answers

1. Team Based Structure

2. Horizontal Structure

3. Functional Structure

4. Network Structure

Which technology is primarily used to examine and transform data to make predictions and generate recommendations?

Answers

1. Robotic Process Automation

2. Advanced Analytics

3. CI / CD

4. Integrate Service Management Toolsets

Which of the following practices are covered in the ITIL® 4 Specialist Create, Deliver & Support module?

Answers

1. Change Enablement

2. Incident Management

3. Deployment Management

4. Release Management

5. All Of The Above

What does the performance of a supervised machine-learning system depend on?

Answers

1. The Quality Of Output Data

2. The Quality Of Training

3. Neural Networks

4. Dynamic Baselining

The true potential of an organisation can only be realised when the productivity of individuals and teams are aligned, and their activities integrated to achieve the goals of the organisation. Employee needs and expectations continue to change, so organisations need to conduct employee satisfaction measures to gather feedback to understand how well they are meeting employee needs. If you were going to create employee satisfaction surveys, which attributes would you measure?

Answers

1. Leadership

2. Culture

3. Morale

4. Job Activities

5. All Of The Above

Which of the following is NOT one of the Guiding Principles in ITIL® 4?

Answers

1. Focus On Value

2. Start Where You Are

3. Progress Iteratively With Feedback

4. Collaborate & Promote Visibility

5. Work In Silos

6. Keep It Simple & Practical

7. Optimise & Automate

A customer-oriented organisation places customer satisfaction at the core of each of its business decisions. What should you do if you are working to a customer-orientated mindset? There are three correct answers.

A. Observe and anticipate the wishes and needs of customers.

B. Care about customer experience and continually enhance it.

C. Every customer is unique, understand their individual needs and wants.

D. Focus on products and services, you don’t need to worry about creating a positive impact on customers.

Answers

1. A, B & C
2. B, C & D
3. A, B & D
4. C, B & D

How does an Information Model provide value to an organisation?

Answers

1. By automating repetitive and mundane tasks.

2. By creating a shared understanding of how data is created and used by the organisation.

3. An information model provides a shared understanding an organisation's information, terminology, systems and structure.
   

4. By creating an understanding of how well the organisation is meeting the needs of staff.

Is the following statement true or false?

“One of the key advantages of Machine Learning, in the context of IT services, is its ability to derive valuable results from quantities of data, in terms of breadth, depth, frequency of update, which would be difficult for humans to process.”

Answers

1. True

2. False

Which of the following best describes collaboration?

Answers

1. It is where teams work together towards a shared goal or objective.

2. It is where individuals and teams work independently.

Which of the following is essential for effective collaboration between teams?

Answers

1. Each team helping the other to meet their goals.

2. There is a high level of trust between the teams.

3. The teams cooperate by sharing information.

4. The teams have suitable technology to support working together

Which of the following is concerned with creating good working relationships with other people by considering their intellectual and emotional needs?

Answers

1. The Culture Of Continual Improvement

2. The Value Of Positive Communications

3. Employee Satisfaction Management

4. Automated Interactions

Which of the following will help you to develop and nurture a good team culture?

Answers

1. Minimising the number of team meetings to increase focus on individual productivity in specialist areas.

2. Discouraging informal teams to ensure that shared organisational goals are met.

3. Ensuring team members understand their roles and how they fit with the organisation’s objectives.

4. Focusing on building team member’s specialism to minimise confusion over cross-functional roles.

Is the following statement true or false?

“Organisations create, consciously or unconsciously, value streams to perform specific tasks or respond to a specific situation. These are specific combinations of activities in the value chain and supported by ITIL® practices (or ITIL® processes). A value stream is the total customer perceived value of a service.”

Answers

1. True

2. False

Which of the following assists with the automation of processes that are repetitive, high-volume and based on simple decision-making rules?

Answers

1. Robotic Process Automation

2. Integration & Data Sharing

3. Results-Based Measuring & Reporting

4. Machine Learning