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Master the ITIL – Foundation (v4) ITILFND Exam with Confidence!

Questions 131

Which statement about problems is CORRECT?

Options:

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.

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Questions 132

In which situation will incident management USUALLY use a separate process?

Options:

A.

Where no target resolution time exists

B.

For low impact incidents

C.

Where the cause must be diagnosed

D.

For information security incidents

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Questions 133

When should a workaround be created?

Options:

A.

As soon as possible, once the incident is logged

B.

After the resolution of a problem

C.

When a problem cannot be resolved quickly

D.

When a potential permanent solution has been identified

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Questions 134

Identify the missing word in the following sentence.

A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

Options:

A.

problem

B.

risk

C.

change

D.

configuration item

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Questions 135

In which case would a problem be logged?

Options:

A.

When the cause is identified but not resolved

B.

After analysis of error information from a supplier

C.

When a user reports an unplanned service interruption

D.

Alter a workaround is identified and documented

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Questions 136

A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

Options:

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

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Questions 137

Which practice provides a communications point for users to report operational issues, queries and requests?

Options:

A.

Incident management

B.

Continual improvement

C.

Service desk

D.

Relationship management

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Questions 138

Which phase of problem management includes analysing incidents to look for patterns and trends?

Options:

A.

Problem identification

B.

Problem control

C.

Error control

D.

Post-implementation review

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Questions 139

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Options:

A.

Start where you are

B.

Focus on value

C.

Think and work holistically

D.

Optimize and automate

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Questions 140

Which is an example o' a service request?

Options:

A.

A request for normal operation to be restored

B.

A request to implement a security patch

C.

A request tor access to a file

D.

A request to investigate the cause of an incident

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