Free Access ITIL.ITIL-4-Foundation.v2024-05-21.q161 Practice Test (Page 17)

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A.Escalation

B.Categorization

C.Detection

D.Prioritization

Which statement about the 'incident management' practice is CORRECT?

A.It identifies the cause of major incidents.

B.It authorizes changes to resolve incidents.

C.It maintains detailed procedures for diagnosing incidents.

D.It resolves the highest impact incidents first.

Which statement about the 'service desk1 practice is CORRECT?

A.It carries out change assessment and authorization

B.It provides a link with stakeholders at strategic and tactical levels

C.It needs a practical understanding of the business processes

D.It investigates the cause of incidents

Which process is used to compare the value that new services offer with the value of the services they have replaced?

A.Availability management

B.Capacity management

C.Service catalogue management

D.Service portfolio management

What are the KEY stakeholder groups mat service providers should cooperate with?

A.Suppliers

B.Customers

C.Relationship managers

D.Developers

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