6 of 156 questions · Page 3/3 · Key Concepts of ITIL 4 · Answers revealed
During a service review, the provider notes that the service is available 99.9% but users complain about slow response times. Which ITIL 4 concept is missing?
Warranty ensures the service meets agreed performance levels.
Why this answer
Warranty includes performance aspects like response time. Even with high availability, poor performance means the service is not fit for use.
A company is launching a new online banking app. The development team has delivered all the features as specified, but users complain that the app is slow and crashes frequently. In ITIL 4 terms, what is missing?
Why this answer
Utility (fit for purpose) is present because features work. Warranty (fit for use) is missing due to performance and reliability issues. Value requires both utility and warranty.
Which ITIL 4 concept is demonstrated when a department's request for new laptops is fulfilled through a standard process with pre-approved funding?
Why this answer
A service request is a formal request for something to be provided as part of a standard service. New laptops are a standard change but the request is categorized as a service request because it follows a pre-approved workflow.
Which TWO of the following are characteristics of an 'outcome' in ITIL 4?
Outcomes are results that matter to stakeholders.
Why this answer
An outcome is a result for a stakeholder enabled by one or more outputs. It is focused on the effect achieved, not the deliverable itself. Outputs are tangible.
Which TWO of the following are examples of risks that can be removed or reduced by a service provider according to ITIL 4?
The provider can implement robust backup procedures to mitigate this risk.
Why this answer
Service providers can remove or reduce risks related to service delivery (e.g., server failure) and security (e.g., data loss). Regulatory compliance is typically the consumer's responsibility, and market competition is not a risk removed by the provider.
A service provider offers an online banking platform. Which of the following is an example of a risk that is transferred from the consumer to the provider?
The provider manages security controls, thus taking on the risk of data breaches.
Why this answer
By using the service, the consumer transfers the risk of managing data security to the provider. The provider is responsible for securing the platform.
Ready to test yourself?
Try a timed practice session using only Key Concepts of ITIL 4 questions.