Free Access ITIL.ITIL-4-Foundation.v2022-05-03.q197 Practice Test (Page 12)

Which practice provides users with a way to get various requests arranged, explained and coordinated?

A.Service level management

B.Relationship management

C.Continual improvement

D.Service desk

Which helps to manage an incident when it is unclear which support team should be working on the incident?

A.Disaster recovery plans

B.Swarming

C.Target resolution times

D.Self-help

Which are the elements of process control?

A.Inputs, outputs and triggers

B.Process owner, policy and objectives

C.Work instructions, procedures and roles

D.Resources, capabilities and metrics

Which of the following is NOT recommended by the guiding principle 'start where you are?

A.Building something completely new

B.Collecting data directly from the source

C.Asking questions that appear to be stupid

D.Identifying what is available to be leveraged

What is an incident?

A.A possible future event that could cause harm

B.A result enabled by one or more outputs

C.A service interruption resolved by the use of self-help tools

D.The planned removal of an item that might affect a service

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