Online Access Free ITIL.ITIL-4-Foundation.v2025-12-01.q242 Practice Test (Page 24)

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

A.Problem identification

B.Problem control

C.Error control

D.Problem analysis

What are the ITIL guiding principles used for?

A.To direct and control an organization

B.To help an organization make good decisions

C.To identify activities that an organization must perform in order to deliver a valuable service

D.To ensure that an organization's performance continually meets stakeholders' expectations

Which is a key requirement for a successful service level agreement (SLA)?

A.Using an agreement between the service provider and service supplier

B.Using bundled metrics to relate performance to outcomes

C.Using single-system-based metrics that relate to outputs

D.Using individual metrics that relate to the service catalogue

What is the difference between the 'incident management" and 'service desk' practices'?

A.Incident management restores service operation; service desk provides communication with users

B.Incident management resolves complex issues, service desk reserves simpler issues

C.Incident What is the difference between the 'incident management" and 'service

D.Incident management manages interruptions to services, service desk monitors achieved service quality

Which statement about the 'service desk1 practice is CORRECT?

A.It provides a link with stakeholders at strategic and tactical levels

B.It needs a practical understanding of the business processes

C.It carries out change assessment and authorization

D.It investigates the cause of incidents

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