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ITIL 4 Foundation exam Exam Prep Questions And Answers ()
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ITIL 4 Foundation exam Exam Prep Questions And Answers (202472025) What is the purpose of problem management? - ✔✔Reduces the likelihood and impact of incidents What is the definition of utility? - ✔✔The functionality offered by a product or service to meet a particular need Which activity captures the demand for incident resolution and service requests? - ✔✔Service desk Which value chain activity ensures the availability of service components? - ✔✔Obtain/build Which of the following is an example of incident? - ✔✔An application is not available during the business hours New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent? - ✔✔Big bang deployment What is an event? - ✔✔Any change of state that has significance for the management of a service or other configuration item Which of the following is a standard change? - ✔✔Moving a desktop for a single user Which two needs should change control balance? - ✔✔The need to make beneficial changes The need to protect customers and users What are the types of asset management? - ✔✔IT asset management and software asset management Which of the following are problem control activities? 1. Performing trend anal ysis of incident records 2. Pre assessing the status of known errors that have not been resolved 3. Prioritizing problems for analysis based on the risk 4. Finding in documenting a workaround for future incidents when a problem cannot be resolved quickly. - ✔✔3 and 4 What is the best way to track and manage improvements? - ✔✔Use a structure document called a continual improvement register. Which ITIL concept describes governance? - ✔✔The service of value system Which practice ensures that stakeholders ne eds are understood and product and services are prioritized appropriately? - ✔✔Relationship management Which of the following is not a key skill set required for service desk agents - ✔✔Technical skills Which of the following can be used to access servic e desks - ✔✔Phone calls, email, text and social media messaging Which of the following is an example of workaround - ✔✔A server is resorted to resolve an incident. Which key activity of service continuiti management identifies vital business functions vb f and their dependencies - ✔✔Business impact analysis A surface is a means of enabling value co -creation by facilitating - ✔✔Outcomes What is a disaster - ✔✔Sudden unplanned event that causes great damage or serious loss to an organization Which practice is the responsibility of everyone in the organization - ✔✔Continual improvement What are the different types of events - ✔✔Informational, warning, and exception Which of the following best describes outcomes - ✔✔Results for a stakeholder what of the following is an agreement between a service provider and a customer that identifies both services required and the expanded level of service? - ✔✔Service level agreement How does service request management contribute to obtain / build value ch ain activity - ✔✔It requires pre -approved service components to help fulfill service requests What are the two types of costs that a service consumer should evaluate - ✔✔The costs removed by the service and the costs imposed by the a service provider des cribes a package that includes a laptop with software, licenses, and support. What is this package an example of? - ✔✔Service offering What is the purpose of the service desk practice - ✔✔To capture demand for incident resolution and service requests Wha t should be included in every service level agreement - ✔✔Clearly defined service outcomes Which of the following statements describes the nature of guiding principles - ✔✔A guiding principle can guide and organization in all circumstances What is the fi rst step of the guiding principle focus on value - ✔✔Determine the service consumer in each situation which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner - ✔✔Progress i teratively with feedbackThe benefits of buying summaries with Stuvia:
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