Online Access Free ITIL.ITIL-4-Foundation.v2025-12-01.q242 Practice Test (Page 20)

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

A.A change request is submitted to change control

B.The problem remains in the known error status

C.Problem management restores the service as soon as possible

D.The problem record is deleted

What is the MOST LIKELY reason mat incident management would need a temporary team to work together?

A.To escalate an incident to a supplier or partner

B.So users can resolve their own incidents with self-help

C.To resolve a complex or major incident

D.So customers and users are provided with timely updates

What does the 'service request management' practice depend on for maximum efficiency?

A.Self-service tools

B.Processes and procedures

C.Compliments and complaints

D.Incident management

Which is an example of improving service utility using service management automation?

A.Monitoring service availability

B.Reducing the time to compile service data

C.Faster resource allocation

D.Pre-determined routing of a service request

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A.Service request management

B.Problem management

C.Service level management

D.Incident management

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