Online Access Free ITILFND_V4 Practice Test

What is typically needed to assign complex incidents to support groups?

• A.The incident category
• B.A self-help tool
• C.The incident priority
• D.A change schedule

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

• A.Categorization
• B.Escalation
• C.Detection
• D.Prioritization

How does information about problems and known errors contribute to 'incident management'?

• A.It enables quick and efficient diagnosis of incidents
• B.It removes the need for collaboration during incident resolution
• C.It removes the need for regular customer updates
• D.It enables the reassessment of known errors

Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

• A.Supporting services view
• B.Retail customer view
• C.Service-based SLA view
• D.Wholesale customer view

Which competencies are required by the 'service level management' practice?

• A.Incident analysis and prioritization
• B.Balanced scorecard reviews and maturity assessment
• C.Problem investigation and resolution
• D.Business analysis and commercial management