Online Access Free ITIL.ITIL-4-Foundation.v2021-11-02.q157 Practice Test (Page 21)

ITIL-4-Foundation Exam Question 96

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

A.Prioritization

B.Categorization

C.Detection

D.Escalation

ITIL-4-Foundation Exam Question 97

What is the purpose of service level management?

A.To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

B.To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

C.To ensure that all current and planned IT services are delivered to agreed achievable targets.

D.To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

ITIL-4-Foundation Exam Question 98

Which statement about problems is CORRECT?

A.Problems are not related to incidents.

B.Problems must be resolved quickly in order to restore normal business activity.

C.Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

D.Problem prioritization involves risk assessment.

ITIL-4-Foundation Exam Question 99

Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].

A.values

B.assets

C.elements

D.services

ITIL-4-Foundation Exam Question 100

Which Practice includes management of workarounds and known errors?

A.Monitoring and event management

B.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.

C.Service configuration management

D.Problem management

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ITIL-4-Foundation Exam Question 96

ITIL-4-Foundation Exam Question 97

ITIL-4-Foundation Exam Question 98

ITIL-4-Foundation Exam Question 99

ITIL-4-Foundation Exam Question 100

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