ITIL ITIL-4-Foundation Exam Questions Free Practice Test

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Viewing questions 136-150 out of questions

Questions # 136:

What are the three phases of 'problem management'?

Options:

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

Expert Solution

Questions # 137:

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

Options:

Immediate escalation

Specialist teams

A separate process

Third party support

Expert Solution

Questions # 138:

What should all 'continual improvement' decisions be based on?

Options:

Accurate and carefully analysed data

Details of how services are measured

A recent maturity assessment

An up-to-date balanced scorecard

Expert Solution

Questions # 139:

Which service level metrics are BEST for measuring user experience?

Options:

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

Expert Solution

Questions # 140:

How does information about problems and known errors contribute to 'incident management'?

Options:

It enables the reassessment of known erros

It enables quick and efficient diagnosis of incidents

It removes the need for collaboration during incident resolution

It removes the need for regular customer updates

Expert Solution

Questions # 141:

How should automation be implemented?

Options:

By initially concentrating on the most complex tasks

By optimizing as much as possible first

By replacing human intervention wherever possible

By replacing the existing tools first

Expert Solution

Questions # 142:

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

Options:

suppliers

assets

customers

CIs

Expert Solution

Questions # 143:

Which statement about the steps to fulfill a service request is CORRECT?

Options:

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

Expert Solution

Questions # 144:

Which guiding principle recommends standardizing and streamlining manual tasks?

Options:

Optimize and automate

Collaborate and promote visibility

Focus on value

Think and work holistically

Expert Solution

Questions # 145:

Which skill is an essential part of the 'service level management' practice?

Options:

Problem analysis

Technical knowledge

Listening

Diagnosis

Expert Solution

Questions # 146:

When planning ‘continual improvement’, which approach for assessing the current state of a service is

CORRECT?

Options:

An organization should always use a single technique to ensure metrics are consistent

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

An organization should always develop competencies in methodologies and techniques that will meet theirneeds

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Expert Solution

Questions # 147:

Which statement about emergency changes is CORRECT?

Options:

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

Expert Solution

Questions # 148:

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Options:

Supplier management

Service desk

Problem management

Relationship management

Expert Solution

Questions # 149:

What is the starting point for optimization?

Options:

Standardizing practices and services

Determining where the most positive impact would be

Securing stakeholder engagement

Understanding the vision and objectives of the organization

Expert Solution

Questions # 150:

Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect

effect on [?].

Options:

assets

values

elements

services

Expert Solution

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