6 of 156 questions · Page 3/3 · Itil4 Svs topic · Answers revealed
Which ITIL 4 guiding principle is being applied when a team decides to review existing processes before redesigning them?
This principle emphasizes using what already exists as a foundation for improvement.
Why this answer
The guiding principle 'Start where you are' recommends leveraging existing capabilities and avoiding reinventing the wheel.
An organization is redesigning its change management process. Which guiding principle should be applied FIRST?
Why this answer
Before redesigning, it is important to understand and use what already exists ('Start where you are').
A major incident occurs that affects all users. The service desk logs the incident. After restoring service, the team wants to prevent recurrence. Which practice should lead the investigation?
Problem Management identifies root causes and initiates permanent fixes.
Why this answer
Incident Management restores service. Problem Management finds root causes to prevent recurrence. The scenario describes moving from restoring to preventing, which is Problem Management's role.
Which THREE of the following are practices that are part of the ITIL 4 Service Value System?
Service desk is a practice.
Why this answer
ITIL 4 has 34 practices including incident management, change control, and service desk. Service level management is also a practice.
An organisation's IT service desk is receiving a high volume of calls about users being unable to log in to the payroll system following a scheduled maintenance window. According to ITIL 4, what type of record should be raised?
An unplanned interruption or degradation of an IT service is an incident. The immediate goal is service restoration.
Why this answer
Option B is correct because an unplanned interruption to a service is an incident. Even though it occurred after maintenance, users are now unable to access the service, which constitutes a loss of service — the definition of an incident. Option A is wrong because a problem is the underlying cause of incidents, which is investigated after incidents are logged.
Option C is wrong because a change request is used to modify IT infrastructure, not to record service disruptions. Option D is wrong because a service request is for pre-approved, routine fulfilments.
A cloud service provider offers a virtual server with 99.99% uptime guarantee. Which aspect of value does this guarantee primarily relate to?
Warranty includes availability, and the uptime guarantee assures that the service will be available.
Why this answer
Warranty is 'fit for use' and includes availability, capacity, continuity, and security. The uptime guarantee directly addresses availability, which is part of warranty. Utility is 'fit for purpose' (functionality).
Option B is correct. Option A (Utility) would refer to what the service does, not its availability. Options C and D are not ITIL 4 value components.
Ready to test yourself?
Try a timed practice session using only Itil4 Svs questions.