ITIL4F Drag & Drop — 10 Questions

Question 1

Drag and drop the steps of the service level management process into the correct order.

Accepted Answer

Define service level requirements, then Negotiate and agree targets, then Document and sign SLA, then Monitor service performance, then Review and report. Service level management begins with defining requirements, then negotiating targets, documenting the SLA, monitoring, and reviewing.

Answer

Define service level requirements, then Document and sign SLA, then Negotiate and agree targets, then Monitor service performance, then Review and report

Answer

Define service level requirements, then Negotiate and agree targets, then Monitor service performance, then Review and report, then Document and sign SLA

Answer

Monitor service performance, then Define service level requirements, then Negotiate and agree targets, then Document and sign SLA, then Review and report

Question 2

Drag and drop the steps of the service desk function in handling a user request into the correct order.

Accepted Answer

Logging, Categorization, Support, Updating, Confirmation. Service desk handling begins with logging, then categorization, support, updating, and confirmation.

Answer

Categorization, Logging, Support, Confirmation, Updating

Answer

Logging, Support, Categorization, Updating, Confirmation

Answer

Support, Logging, Categorization, Updating, Confirmation

Question 3

Drag and drop the steps of the service request management process into the correct order.

Accepted Answer

Receipt, then Categorization, then Fulfillment, then Verification, then Closure. Service request management starts with receipt, then categorization, fulfillment, verification, and closure.

Answer

Categorization, then Receipt, then Fulfillment, then Verification, then Closure

Answer

Receipt, then Categorization, then Verification, then Fulfillment, then Closure

Answer

Receipt, then Fulfillment, then Categorization, then Verification, then Closure

Question 4

Drag and drop the steps of the IT asset management process into the correct order.

Accepted Answer

Strategy, then Acquisition, then Tracking, then Maintenance, then Disposal. IT asset management starts with strategy, then acquisition, tracking, maintenance, and disposal.

Answer

Strategy, then Maintenance, then Acquisition, then Tracking, then Disposal

Answer

Strategy, then Acquisition, then Maintenance, then Tracking, then Disposal

Answer

Tracking, then Strategy, then Acquisition, then Maintenance, then Disposal

Question 5

Drag and drop the steps of the change enablement process into the correct order.

Accepted Answer

Creation, Assessment and authorization, Planning, Implementation, Review. Change enablement begins with creation, then assessment and authorization, planning, implementation, and review.

Answer

Creation, Planning, Assessment and authorization, Implementation, Review

Answer

Assessment and authorization, Creation, Planning, Implementation, Review

Answer

Creation, Assessment and authorization, Implementation, Planning, Review

Question 6

Drag and drop the steps of the incident management process into the correct order.

Accepted Answer

Identification & Logging, then Categorization & Prioritization, then Investigation, then Resolution, then Closure.. Incident management begins with identification and logging, followed by categorization and prioritization, investigation, resolution, and closure.

Answer

Identification & Logging, then Investigation, then Categorization & Prioritization, then Resolution, then Closure.

Answer

Categorization & Prioritization, then Identification & Logging, then Investigation, then Resolution, then Closure.

Answer

Identification & Logging, then Categorization & Prioritization, then Resolution, then Investigation, then Closure.

Question 7

Drag and drop the steps of the capacity and performance management process into the correct order.

Accepted Answer

Plan, Monitor, Analyze, Forecast, then Implement improvements. Capacity management starts with planning, then monitoring, analyzing, forecasting, and implementing improvements.

Answer

Plan, Monitor, Forecast, Analyze, then Implement improvements

Answer

Monitor, Plan, Analyze, Forecast, then Implement improvements

Answer

Plan, Analyze, Monitor, Forecast, then Implement improvements

Question 8

Drag and drop the steps of the availability management process into the correct order.

Accepted Answer

Step 1: Define availability requirements, Step 2: Design for availability, Step 3: Monitor availability, Step 4: Analyze availability, Step 5: Improve availability. Availability management begins with defining requirements, then designing, monitoring, analyzing, and improving.

Answer

Step 1: Design for availability, Step 2: Define availability requirements, Step 3: Monitor availability, Step 4: Analyze availability, Step 5: Improve availability

Answer

Step 1: Define availability requirements, Step 2: Monitor availability, Step 3: Design for availability, Step 4: Analyze availability, Step 5: Improve availability

Answer

Step 1: Define availability requirements, Step 2: Design for availability, Step 3: Analyze availability, Step 4: Monitor availability, Step 5: Improve availability

Question 9

Drag and drop the steps of the problem management process into the correct order.

Accepted Answer

1. Detection and logging, 2. Categorization, 3. Root cause analysis, 4. Solution identification, 5. Closure. Problem management starts with detection and logging, then categorization, root cause analysis, solution identification, and closure.

Answer

1. Detection and logging, 2. Categorization, 3. Solution identification, 4. Root cause analysis, 5. Closure

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1. Categorization, 2. Detection and logging, 3. Root cause analysis, 4. Solution identification, 5. Closure

Answer

1. Detection and logging, 2. Root cause analysis, 3. Categorization, 4. Solution identification, 5. Closure

Question 10

Drag and drop the steps of the continual improvement model into the correct order.

Accepted Answer

What is the vision?, Where are we now?, Where do we want to be?, How do we get there?, Take action.. The continual improvement model starts with defining the vision, then assessing the current state, defining the target, planning the improvement, and finally taking action.

Answer

Where are we now?, What is the vision?, Where do we want to be?, How do we get there?, Take action.

Answer

What is the vision?, Where do we want to be?, Where are we now?, How do we get there?, Take action.

Answer

What is the vision?, Where are we now?, How do we get there?, Where do we want to be?, Take action.