Free Access ITIL.ITIL-4-Foundation.v2023-03-27.q176 Practice Test (Page 31)

Which of the following is an example of workaround?

A.A server is restarted to resolve an incident

B.Server memory is increased when the server is unresponsive

C.An email server is restored after an incident is reported

D.A defective network switch is replaced with a new one

Which practice identifies metrics that reflect a customer experience of a service?

A.Service level management

B.Continual improvement

C.Problem management

D.Service desk

Which statement about the input and output of the value chain activities is CORRECT?

A.Each value chain activity receives inputs and provides outputs

B.The organization's governance will determine the inputs and outputs of each value chain activity

C.Some value chain activities only have input, whereas others only have outputs

D.Input and output are fixed for each value chain activity

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A.Local

B.Virtual

C.Outsourced

D.Centralized

Which is a purpose of the 'engage' value chain activity?

A.Meeting expectations for quality, costs and time-to-market

B.Ensuring that the organization's vision is understood

C.Ensuring the continual improvement of services

D.Providing transparency and good relationships

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