Free Access ITIL.ITIL-4-Foundation.v2025-04-29.q331 Practice Test (Page 36)

Question 171

Which is a key requirement for successful service level agreements (SLAs)?

A.They should avoid ambiguous targets such as those relating to user experience

B.They should be written using language and terms v/hich all parties will understand

C.They should be based on system-based metrics which are useful to the service provider

D.They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

Question 172

Which of the following is included in the purpose of the 'continual improvement' printer?

A.The alignment of the organization's practices and services with changing business needs

B.The establishment of Inks between the organization and its stakeholders at strategic and tactical levels

C.The restoration of normal service operation as quickly as possible

D.The reduction of the likelihood and impact of incidents

Question 173

Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?

A.Prohibit changes to plans after they have been finalized

B.Analyse the whole situation in detail before taking any action

C.Reduce the number of steps that produce tangible results

D.Organize work into small manageable units

Question 174

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A.Problem management

B.Relationship management

C.Service desk

D.Supplier management

Question 175

Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals

A.1 and 2

B.2 and 3

C.3 and 4

D.1 and 4

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Question 171

Question 172

Question 173

Question 174

Question 175

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