ITIL ITILFND V4 - ITIL 4 Foundation Exam

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Total 356 questions

How are target resolution times used in the 'incident management' practice?

  • A. They are agreed, documented, and communicated to help set user expectations
  • B. They are established, reviewed, and reported to ensure that customers are happy with the service
  • C. They are initiated, approved, and managed to ensure that predictable responses are achieved
  • D. They are scheduled, assessed and authorized to reduce the risk of service failures


Answer : A

Why should some service requests be fulfilled with no additional approvals?

  • A. To ensure that spending is properly accounted for
  • B. To ensure that information security requirements are met
  • C. To streamline the fulfilment workflow
  • D. To set user expectations for fulfilment times


Answer : C

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

  • A. Service offering
  • B. Service provision
  • C. Service management
  • D. Service consumption


Answer : C

Which gives a user access to a system?

  • A. Service requirement
  • B. Service agreement
  • C. Service consumption
  • D. Service provision


Answer : D

Which statement about managing incidents is CORRECT?

  • A. Low impact incidents should be resolved efficiently, making logging unnecessary
  • B. The 'incident management' practice should use a single process regardless of the impact of the incident
  • C. Low impact incidents should be resolved efficiently so the resource required is reduced
  • D. Incidents with the lowest impact should be resolved first


Answer : C

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Total 356 questions