6 of 156 questions · Page 3/3 · Four Dimensions of IT Service Management · Answers revealed
An organization wants to adopt cloud services to reduce infrastructure costs. Which dimension is most directly affected by this decision?
Why this answer
Cloud services are part of technology (Information and Technology dimension). While other dimensions are also affected, the primary direct impact is on technology.
Which of the following is NOT one of the four dimensions of ITIL 4?
Financial Management is a practice, not a dimension.
Why this answer
Financial Management is not a dimension; it is a practice.
An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?
Incident management focuses on restoring normal service operation.
Why this answer
The first step is to log an incident to restore service as quickly as possible.
Match each ITIL 4 practice to its category according to the ITIL 4 framework.
Drag a concept onto its matching description — or click a concept then click the description.
Service Management
General Management
Service Management
General Management
Technical Management
Why these pairings
ITIL 4 practices are grouped into general management, service management, and technical management categories.
Which TWO of the following are external factors that can affect an organization's service management approach?
Why this answer
PESTLE factors include Political, Economic, Social, Technological, Legal, and Environmental. Internal factors like organizational culture and employee skills are not part of PESTLE.
Which of the following is an example of a service request in ITIL 4?
Password resets are routine, pre-approved service requests.
Why this answer
Service requests are pre-approved, standard requests from users, such as password resets. Option D is correct. Option A is an incident, Option B is a problem, Option C is a change request.
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