ITIL4-CAI ITIL 4 Specialist: Collaborate Assure and Improve Practice Questions
Prepare for ITIL4-CAI with more than an answer.
- Time limit
- 90 minutes
- Questions on the exam
- 60
- Passing score
- 65% (scale 0-60)
- Level
- Specialist
- Valid for
- 3 years
Domains covered on the exam 6
- Relationship Management20%
- Supplier Management20%
- Service Level Management20%
- Continual Improvement20%
- Information Security Management20%
- Cross-Practice Integration: Collaborate, Assure and Improve
- 1
In the context of the Service Level Management practice, what is the primary purpose of a 'Service Review'?
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Correct answer: A
Service Reviews are periodic meetings with customers/stakeholders to discuss actual performance (SLAs), user experience, and future requirements, ultimately driving service improvement.
- 2
Which of the following best describes the 'Integrity' aspect of the CIA triad in Information Security Management?
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Correct answer: D
Integrity ensures that information is not altered by unauthorized people or processes and remains reliable and accurate throughout its lifecycle.
- 3
A Supplier Manager is classifying a supplier that provides a critical, highly customized core banking software. There are no alternative providers in the market. How should this supplier be categorized?
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Correct answer: B
Strategic Suppliers provide high-value, high-risk services with high lock-in (no alternatives). They are integral to the organization's strategy and require close partnering.
- 4
A Service Level Manager is analyzing a service that consistently reports 99.9% availability against a 99.5% target. However, the Net Promoter Score (NPS) from users has dropped significantly, with complaints about the system being 'slow' and 'unusable' during peak hours. What phenomenon is this organization experiencing?
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Correct answer: A
The Watermelon Effect refers to a situation where service metrics appear 'green' (meeting targets) on the outside, but the actual user experience is 'red' (poor) on the inside. This typically happens when SLAs focus purely on system uptime rather than user experience or performance during critical business operations.
- 5
An organization is defining its sourcing strategy for a new commodity email service. The goal is to minimize administrative overhead and cost while ensuring standard availability. Which relationship type is MOST appropriate for this requirement?
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Correct answer: D
A Basic Supplier Relationship is transactional and best suited for commodity services where the provider offers standard terms and conditions (like off-the-shelf software or utility services). It minimizes administrative overhead compared to partnerships.
- 6
Which of the following are recognized Practice Success Factors (PSFs) for the Relationship Management practice? (Select TWO)
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Correct answer: A, C
Establishing and maintaining constructive relationships is a core PSF, focusing on the health and longevity of connections between the service provider and its stakeholders.
This PSF ensures alignment by verifying that stakeholders are aware of and aligned with the organization's goals, facilitating value co-creation.
