Free Access ITIL.ITIL-4-Foundation.v2024-12-02.q195 Practice Test (Page 10)

Question 41

Which practice has a strong influence on the user experience and perception of the service provider?

A.Service desk

B.Change enablement

C.Supplier management

D.Service level management

Question 42

Which is an activity of the 'problem management' practice?

A.Authorization of changes to resolve the cause of problems.

B.Resolution of incidents in a time that meet customer expectations

C.Prioritization of problems based on the risk that they pose

D.Restoration of normal service operation as quickly as possible

Question 43

Which is the FIRST thing to consider when focusing on value?

A.Identifying the service customer who will receive value

B.Defining customer experience and user experience

C.Understanding what is valuable to the service consumer

D.Ensuring value is co-created by improvement initiatives.

Question 44

Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A.measured

B.rewarded

C.managed

D.defined

Question 45

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

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

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

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

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

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Question 41

Question 42

Question 43

Question 44

Question 45

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