Free Access ITIL.ITIL-4-Foundation.v2024-12-02.q195 Practice Test (Page 27)

Which is an important principle of communication in service operation?

A.Information should always be communicated

B.Meetings are always the best method of communication

C.It has an intended purpose or a resultant action
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D.It is stored in the configuration management system

Which practice conducts reviews to validate that services are covering the needs of the customer?

A.Monitoring and event management

B.Service level management

C.Change enablement

D.Service desk

Which is an example o' a service request?

A.A request to investigate the cause of an incident

B.A request tor access to a file

C.A request to implement a security patch

D.A request for normal operation to be restored

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

A.Service desk

B.Problem management

C.Continual improvement

D.Service level management

Which is included in the purpose of the 'change enablement' practice?

A.Plan and manage the full lifecycle of all IT assets

B.Make new and changed services available for use

C.Record and report selected changes of state

D.Ensure that risks have been property assessed

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