Free Access ITIL.ITIL-4-Foundation.v2024-05-21.q161 Practice Test (Page 2)

Which describes normal changes?

A.Changes that must be implemented as soon as possible

B.Changes that are low-risk and pre-authorized

C.Changes that need to be scheduled and assessed following a process

D.Changes that are typically initiated as service requests

Which statement about the steps to fulfill a service request is CORRECT?

A.They should be well-known and proven

B.They should be brief and simple

C.They should include incident handling

D.They should be complex and detailed

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

A.Categorization

B.Detection

C.Prioritization

D.Escalation

Which value chain activity ensures the availability of service components?

A.Engage

B.Deliver and support

C.Obtain/build

D.Improve

What is the difference between the 'incident management" and 'service desk' practices'?

A.Incident management restores service operation; service desk provides communication with users

B.Incident management resolves complex issues, service desk reserves simpler issues

C.Incident What is the difference between the 'incident management" and 'service

D.Incident management manages interruptions to services, service desk monitors achieved service quality

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