Free Access ITIL.ITIL-4-Foundation.v2023-10-18.q236 Practice Test (Page 46)

Which Practice includes management of workarounds and known errors?

A.Monitoring and event management

B.Service configuration management

C.Problem management

D.Incident management

Which statement about the known error database (KEDB) is CORRECT?

A.It is a part of the configuration management database (CMDB) and contains workarounds

B.It is maintained by the service desk and updated with the details of each new incident

C.It is maintained by incident management and contains solutions to be implemented by problem management

D.It is maintained by problem management and is used by the service desk to help resolve incidents

Which of these should be logged and managed as a problem?

A.'Continual improvement' needs to prioritize an improvement opportunity

B.A user requests delivery of a laptop

C.Trend analysis shows a large number of similar incidents

D.A monitoring tool detects a change of state for a service

Which statement about emergency changes is CORRECT?

A.Emergency changes must be fully documented before authorization and implementation

B.The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C.The testing of emergency can be eliminated in order to implement the change quickly

D.Emergency changes should be authorized and implemented as service requests

Why should service desk staff detect recurring issues?

A.To help identify problems

B.To ensure effective handling of service requests

C.To escalate incidents to the correct support team

D.To engage the correct change authority

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