Free Access ITIL.ITIL-4-Foundation.v2023-03-27.q176 Practice Test (Page 15)

Which of the following is included in the purpose of the 'continual improvement' practice?

A.The restoration of normal service operation as quickly as possible

B.The establishment of links between the organization and its stakeholders at strategic and tactical levels

C.The alignment of the organization's practices and services with changing business needs

D.The reduction of the likelihood and impact of incidents

Which of these activities is carried out as part of 'problem management'?

A.Creating incident records

B.Escalating incidents to a support team for resolution

C.Diagnosing and resolving incidents

D.Trend analysis of incident records

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.Incidents with the lowest impact should be resolved first

D.Low impact incidents should be resolved efficiently so the resource required is reduced

Which is included in the purpose of the 'deliver and support' value chain activity?

A.Meeting stakeholder expectations for time to market

B.Understanding the organization's service vision

C.Understanding stakeholder needs

D.Providing services to agreed specifications

Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.

A.escalated

B.logged

C.closed

D.analysed

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