ITIL ITIL 4 Strategist Direct and Plan and Improve - ITIL 4 Strategist: Direct, Plan and Improve Exam
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Total 40 questions
Question #6 (Topic: Exam A)
Which statement describes the influence of services on service consumer’s outcomes, costs, and risks?
A. Services can negatively affect some outcomes while supporting others
B. Services remove risks from service consumers without introducing new ones
C. The key benefit of services is to reduce costs and risks
D. A service should introduce fewer costs than it removes
Answer: A
Question #7 (Topic: Exam A)
An IT department is functioning as a service provider for the company it is a part of.
Which statement about this provider’s governance is CORRECT?
Which statement about this provider’s governance is CORRECT?
A. An internal service provider’s governance is limited to external factors such a regulations and legislation
B. An internal service provider is not subject to governance because they are part of the same company
C. An internal service provider cannot govern itself unless it has specifically delegated the authority by the company’s governing body
D. An internal service provider must use the service value system instead of governance
Answer: C
Question #8 (Topic: Exam A)
In an organization, IT teams are working on documented, structured and systematic processes for all customer-facing work.
Which concept is this an example of?
Which concept is this an example of?
A. A control
B. A balanced scorecard
C. A method
D. A risk
Answer: C
Question #9 (Topic: Exam A)
A manager is planning which interfaces will be needed across the value stream when a new service is created.
Which of these steps should be carried out FIRST?
Which of these steps should be carried out FIRST?
A. Identify tools that will be used to develop and deploy the service
B. Identify practices that will be used to create and manage the service
C. Identify utility and warranty requirements for the service
D. Identify and involve stakeholders in the service
Answer: D
Question #10 (Topic: Exam A)
A service provider is improving its ‘service desk’ practice and has established the success factor: “improved user satisfaction with the service desk”.
Which is the BEST key performance indicator for measuring this?
Which is the BEST key performance indicator for measuring this?
A. Reduce time to resolve the underlying cause of incidents
B. 10% increase in calls resolved without escalation by end of the year
C. Accelerate service request fulfilment by the end of quarter 2
D. Increase average time to answer phones by 5%
Answer: B
