Free Access ITIL.ITIL-4-Foundation.v2023-03-27.q176 Practice Test (Page 25)

Which guiding principle says that services and processes should NOT provide a solution for every exception?

A.Optimize and automate

B.Keep it simple and practical

C.Collaborate and promote visibility

D.Think and work holistically

What can be described as an operating model for the creation and management of products and services?

A.Governance

B.Guiding principles

C.Practices

D.Service value chain

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A.Service request management

B.Service desk

C.Problem management

D.Continual management

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A.Execute improvement actions

B.Evaluate measurements and metrics

C.Define measurable targets

D.Perform baseline assessments

When is the earliest that a workaround can be documented in 'problem management'?

A.After the problem has been prioritized

B.After the problem has been resolved

C.After the problem has been logged

D.After the problem has been analyzed

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