Free Access ITIL.ITIL-4-Foundation.v2025-04-29.q331 Practice Test (Page 24)

Which practice establishes a channel between the service provider and its users?

A.Relationship management

B.Change enablement

C.Supplier management

D.Service desk

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A.Business metrics

B.Operational metrics

C.Customer feedback

D.Customer engagement

What should be done for every problem?

A.It should have a workaround to reduce the impact

B.It should be prioritized based on its potential impact and probability

C.It should be diagnosed to identify possible solutions

D.It should be resolved so that it can be closed

Which is a risk that might be removed from a service consumer by an IT service?

A.Service provider ceasing to trade

B.Security breach

C.Failure of server hardware

D.Cost of purchasing servers

Which is an activity in the 'Problem control' phase of problem management?

A.Re-assessing a known error to manage the ongoing impact.

B.Reviewing incident records to identity trends

C.Implementing a technical fix to resolve an issue

D.Documenting the steps in workaround

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