Free Access ITIL.ITIL-4-Foundation.v2022-06-21.q145 Practice Test (Page 16)

Question 71

Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A.3 and 4

B.1 and 4

C.2 and 3

D.1 and 2

Question 72

Which Practice includes management of workarounds and known errors?

A.Monitoring and event management

B.Service configuration management

C.Problem management

D.Incident management
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.

Question 73

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

A.Service consumption

B.The service value system

C.The'release management' practice

D.Service relationship management

Question 74

What is a definition of a service improvement plan (SIP)?

A.An input from financial management for IT services to service level management, detailing the budget plan D18912E1457D5D1DDCBD40AB3BF70D5D

B.An input from availability management to service level management, detailing the service design plan

C.A formal plan to implement improvements to a service or process

D.A formal plan to implement improvements to a customer's business processes

Question 75

Which dimension of service management considers the workflows and controls needed to deliver services?

A.Information and technology

B.Partners and suppliers

C.Value streams and processes

D.Organization and people

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Question 71

Question 72

Question 73

Question 74

Question 75

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