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ITILFND Practice Questions

ITIL – Foundation (v4)

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Total Questions : 503

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Question # 51

Which is an activity of the 'problem management' practice?

Options:

Restoration of normal service operation as quickly as possible

Prioritization of problems based on the risk that they pose

Authorization of changes to resolve the cause of problems.

Resolution of incidents in a time that meet customer expectations

Discussion 0

Question # 52

Which practice is most likely to benefit from the use of chatbots?

Options:

Service level management

Change enablement

Continual improvement

Service desk

Discussion 0

Question # 53

Which two are considered part of the ‘organizations and people’ dimension of service management?

1.Systems of authority

2.Culture

3.Relationships between organizations

4.Workflows

Options:

1 and 2

2 and 3

3 and 4

1 and 4

Discussion 0

Question # 54

Which practice involves the management of vulnerabilities that were not identified before the service went live?

Options:

Service request management

Problem management

Change control

Service level management

Discussion 0

Question # 55

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Options:

Service configuration management

Service desk

Problem management

Deployment management

Discussion 0

Question # 56

Which practices is MOST associate with the use of empathy to understand users?

Options:

Service desk

Continual improvement

Service level management

Change enablement

Discussion 0

Question # 57

Which service value chain activity deals with the purchase of new products?

Options:

Engage

Obtain/build

Plan

Improve

Discussion 0

Question # 58

Which practice handles all pre-defined user-initiated service actions?

Options:

Deployment management

Incident management

Service level management

Service request management

Discussion 0

Question # 59

What should all 'continual improvement' decisions be based on?

Options:

Accurate and carefully analysed data

Details of how services are measured

A recent maturity assessment

An up-to-date balanced scorecard

Discussion 0

Question # 60

When should a change request be submitted to resolve a problem?

Options:

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

Discussion 0

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