Free Access ITIL.ITIL-4-Foundation.v2025-04-29.q331 Practice Test (Page 3)

Question 6

Which action is performed by a service provider?

A.Requesting required service actions

B.Authorizing budget for service consumption

C.Ensuring access to agreed resources

D.Receiving of the agreed goods

Question 7

Why should a service level agreement include bundles of metrics?

A.To ensure that the service levels have been agreed with customers

B.To reduce the number of metrics that need to be measured and reported

C.To ensure that all services are included in the service reports

D.To help focus on business outcomes, rather than operational result.

Question 8

What is the MAIN benefit of 'problem management'?

A.Maximizing the number of successful changes

B.Reducing the number and impact of incidents

C.Managing workarounds and known errors

D.Restoring normal service as quickly as possible

Question 9

Which is a financially valuable component that can contribute to the delivery of a service?

A.Configuration item

B.Sponsor

C.IT asset

D.Service offering

Question 10

Which Practice includes management of workarounds and known errors?

A.Incident management
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.

B.Problem management

C.Service configuration management

D.Monitoring and event management

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