Free Access ITIL.ITIL-4-Foundation.v2025-04-29.q331 Practice Test (Page 46)

Which activity captures the demand for incident resolution and service requests?

A.Change control

B.Service catalogue management

C.Problem management

D.Service desk

Which is the BEST example of an emergency change?

A.The implementation of a planned new release of a software application

B.The implementation of a security patch to a critical software application

C.A low-risk computer upgrade implemented as a service request

D.A scheduled major hardware and software implementation

Which term relates to service levels aligned with the needs of service consumers?

A.Utility

B.Service management

C.Warranty

D.Cost

Which practice provides a communications point for users to report operational issues, queries and requests?

A.Incident management

B.Continual improvement

C.Service desk

D.Relationship management

What is a problem that has been analysed but has not been resolved?

A.Event

B.Incident

C.Known error

D.Workaround

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