Unlock hundreds more features
Save your Quiz to the Dashboard
View and Export Results
Use AI to Create Quizzes and Analyse Results

OR
Sign inSign in with Facebook
Sign inSign in with Google
Quizzes > Quizzes for Business > Technology

Master ITIL 4 Knowledge Assessment Quiz

Assess Your IT Service Management Expertise Now

Editorial: Review CompletedCreated By: Jessica RamsayUpdated Aug 26, 2025
Difficulty: Moderate
Questions: 20
Learning OutcomesStudy Material
Colorful paper art depicting elements related to ITIL 4 Knowledge Assessment Quiz

Use this ITIL 4 quiz to check your grasp of core ITSM concepts, the service value system, and key practices. Answer 15 multiple-choice questions to spot gaps before the exam; if you need Foundation drills, try the Foundation practice quiz , or get a wider review with the broader knowledge quiz .

Which component of the ITIL 4 Service Value System ensures that the organization is directed and controlled to achieve its objectives?
Practices
Governance
Continual improvement
Guiding principles
undefined
In ITIL 4, what is the primary purpose of the Service Value Chain activity Engage?
To plan at all levels of the organization
To provide a good understanding of stakeholder needs, transparency, and continual engagement
To coordinate the design of services and components
To ensure service components are built or sourced
undefined
Which ITIL 4 guiding principle advises to start with what is already available before creating something new?
Optimize and automate
Focus on value
Think and work holistically
Start where you are
undefined
Which dimension of service management focuses on the relationships with other organizations that are needed for effective service delivery?
Value streams and processes
Information and technology
Partners and suppliers
Organizations and people
undefined
What do utility and warranty together define in ITIL 4?
The value of a service to a stakeholder
The cost of providing a service
The governance requirements of a service
The architecture of a service
undefined
Which practice defines and manages measurable targets for services through SLAs?
Service level management
Monitoring and event management
Availability management
Capacity and performance management
undefined
What is a key output of the Change Enablement practice for standard changes?
Service catalog entry
Predefined, pre-authorized change models
Emergency CAB minutes
Known error record
undefined
Which Service Value Chain activity typically coordinates the creation of release packages and ensures they meet requirements?
Design and transition
Obtain/build
Engage
Plan
undefined
In the Four Dimensions of Service Management, where do data, knowledge bases, and tooling architectures primarily fit?
Value streams and processes
Information and technology
Organizations and people
Partners and suppliers
undefined
What best describes a service offering in ITIL 4?
A description of one or more services, designed to address the needs of a target consumer group
A single SLA with a specific user
A budget line for a department
A catalog of supplier contracts
undefined
The Continual Improvement model begins with which question?
How do we get there?
Did we get there?
What is the vision?
Where are we now?
undefined
Which term describes the perceived benefits, usefulness, and importance of something?
Warranty
Output
Outcome
Value
undefined
Which practice ensures that sensitive information is protected against threats, vulnerabilities are managed, and CIA objectives are met?
Information security management
Problem management
Risk management
Availability management
undefined
What is the key objective of Deployment Management?
To define change models
To manage supplier contracts
To move new or changed components to live environments or other target environments
To verify that releases meet acceptance criteria
undefined
Which practice is responsible for collecting, analyzing, storing, and sharing knowledge and information within an organization?
Service desk
Monitoring and event management
Problem management
Knowledge management
undefined
Which practice focuses on ensuring that services meet agreed needs by translating them into designs and specifications?
Monitoring and event management
Incident management
Service design (within the Design and transition activity)
Service desk
undefined
Which element of the SVS provides universal recommendations that can guide an organization in all circumstances?
Service value chain
Guiding principles
Practices
Governance
undefined
Which practice ensures that suppliers and the performance of their products and services are managed appropriately?
Supplier management
Service request management
Service configuration management
Change enablement
undefined
Which metric type in ITIL 4 measures the results of an activity to determine success against desired outcomes?
Compliance metric
Progress metric
Efficiency metric
Effectiveness metric
undefined
Which practice is responsible for capturing demand for incident resolution and service requests?
Problem management
Service desk
Service request management
Incident management
undefined
0

Learning Outcomes

  1. Analyse ITIL 4 guiding principles and service value system components
  2. Evaluate key ITSM practices within the ITIL 4 framework
  3. Identify relationships between service value chain activities
  4. Apply ITIL terminology to real-world service scenarios
  5. Demonstrate understanding of the four dimensions of service management
  6. Master differences between ITIL v3 and ITIL 4 concepts

Cheat Sheet

  1. Seven ITIL 4 Guiding Principles - These core tenets, from "Focus on value" to "Optimize and automate," shape every decision in ITIL 4 and help you deliver top-notch service and continuous improvement. They act like your personal playbook for turning ideas into awesome outcomes. Ready to align your actions with true value? ITIL 4 - Guiding Principles: Focus on value
  2. ITIL 4 Service Value System (SVS) Components - The SVS ties together Guiding Principles, Governance, the Service Value Chain, Practices, and Continual Improvement into one harmonious framework that drives value creation. Understanding how these pieces interlock helps you orchestrate smooth service delivery. It's like assembling a Lego masterpiece - every block has its place! ITIL 3 to 4: The ITIL Service Value System
  3. Service Value Chain Activities - Dive into the six activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support to see how value flows end to end. These steps map out the journey from concept to customer delight. Think of it as your secret recipe for a successful service buffet! The ITIL 4 Service Value System: A Comprehensive Guide
  4. Continual Improvement Practice - This ongoing cycle ensures your services keep evolving and hitting peak performance with each iteration. By regularly assessing and iterating, you stay ahead of the curve and deliver better experiences. Embrace the Kaizen spirit - small tweaks lead to giant leaps! Service Value System: The ITIL 4 Service Value System Explained
  5. Four Dimensions of Service Management - Explore Organizations & People, Information & Technology, Partners & Suppliers, and Value Streams & Processes to achieve a holistic service perspective. These dimensions guarantee no vital angle is overlooked. It's like having a 360° radar for your entire IT ecosystem! ITIL 4: Connecting the key concepts Part 4
  6. 34 ITIL 4 Practices - From General Management to Technical Management practices, these 34 guidelines cover every task imaginable in the Service Value System. Each practice equips you to tackle real-world challenges with proven techniques. Ready to unlock your service superpowers? The ITIL 4 Service Value System: A Comprehensive Guide
  7. Migration from ITIL v3 to ITIL 4 - Discover why ITIL 4 swaps rigid "processes" for flexible "practices" and introduces the SVS to streamline value delivery. This evolution makes service management more adaptive and outcome-driven. Think of it as upgrading from a flip phone to a smartphone! ITIL 3 to 4: The ITIL Service Value System
  8. Role of Governance in ITIL 4 - Governance aligns service activities with organizational strategy, ensuring policies and standards are consistently followed. It acts as the referee, keeping everything fair, transparent, and on track. You could say it's the glue that holds the entire framework together! ITIL 4 Service Value System
  9. Value Co-Creation Concept - This approach emphasizes collaboration between providers and consumers to jointly create meaningful outcomes. When stakeholders co-own the results, services are fine-tuned to real needs. It's like cooking a meal together - better taste guaranteed! Service Value System: The ITIL 4 Service Value System Explained
  10. Focus on Value Guiding Principle - Always ask, "How does this step deliver value?" to keep your efforts laser-focused on stakeholder benefits. This mindset ensures services align with actual needs and drive lasting satisfaction. Keep your eyes on the prize - value first! ITIL 4 - Guiding Principles: Focus on value
Make a Quiz (FREE) Copy & Edit This Quiz Create a Quiz with AI

Technology Quizzes

Powered by: Quiz Maker